Isabel - another possibility I have seen used at a previous employer is to set up some sort of email address (on or more) that can be used by external people outside of the system. When emails are sent to that address from your 'public' requester's, it can hit the system and get put through some filters to send it to the correct support queue or group. This worked very well for us with a number of different external emails that we needed to be able to manage inside a restricted ARS environment. The only requirement here is that the incoming email address must route to the Remedy Email Engine and not get filtered out by some other environmental constraints. Once it hits, set up filters looking for specified strings to tell it what to do from there.
Hope this helps as a possible solution. Candace On Fri, Sep 18, 2015 at 7:47 AM, Isabel Irving <isabel.irv...@access.uk.com> wrote: > Hello! > > We have a Remedy system which is used internally by a call centre to log > calls on behalf of the general public. > > We are now thinking about whether it would be possible to allow the > general public to log their own requests. > > What would you recommend in terms of authentication and security? Would > this need a 3rd party app on the front end? > > We would want to make it easy for the general public to submit a > request(and maybe to see updates or cancel a request they have raised) but > we would also want to be sure we are not inviting hackers. > > I've had a search around BMC and the ARS List and haven't found any > obvious answers - I guess there are a lot of different options out there. > We'd be looking for something that is easily set up and that would mean we > can add categories, business rules etc to Remedy without having to also > update the rules and categories in a 3rd party app. > > Any tips? > Thanks! > Isabel > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
