I agree with Dylan. I have done it both ways and it works much cleaner and consistently if you follow ITSM workflow. It is more work but the end result is much better.
-----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, July 26, 2007 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Helpdesk: Bringing up SHR:People fields in HPD:Helpdesk Hi Brad, There are a bunch of AL's that set the personal info fields on the general tab of HPD. I would suggest looking at the related workflow for one of the base fields on that tab and just go through each AL to see if it sets fields from the People form. The problem with just creating an AL to set the field is there are so many ways to populate those fields, you'd end up doubling your efforts trying to create new ones instead of just updating the existing ones. Dylan -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brad Terhune Sent: Thursday, July 26, 2007 1:22 PM To: arslist@ARSLIST.ORG Subject: Remedy Helpdesk: Bringing up SHR:People fields in HPD:Helpdesk Good afternoon listers! I was hoping you all could help me with a bit of form to form shuffling. On our SHR:People form we are running a daily update out of our Oracle personnel database that populates certain fields in SHR:People. Not all of those fields show up on the HPD:Helpdesk form (Support view) when we query up users and create tickets. Clicking the Profile button and bringing up SHR:People shows the fields and information, but I want those fields to actually appear on the HPD:Helpdesk form when we query someone up. For example, "Fax Number" is on the SHR:People form but not on the HPD:Helpdesk form. Does anyone know of a good way to populate that data on the HPD:Helpdesk form? It does not appear to be as easy as calling a Set Fields AL from the SHR:People form to HPD:Helpdesk. Any help would be appreciated. Thanks, Brad ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
