Is David correct? Can the Requester Console *not* be used with just Read licenses? Do you need write licenses (i.e., purchased) licenses to access it?
So is SRM the product intended to be used by end users (customers) to submit tickets? And I've heard from others that Problem and Incident are licensed separately. If they're bundled into Service Desk, why are they licensed separately? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders Sent: Wednesday, September 26, 2007 1:07 PM To: arslist@ARSLIST.ORG Subject: Re: Incident & Problem...Separate Purchases? Hi Norm I'll pass on those questions as I don't use the application, but there was some discussion on the list a while ago about the fact that the Requester Console is not set up to use read licenses and the changes you'd need to make to the workflow - like SetSubmitterToRequester filters on submit. I'm not sure about added functionality of SRM, but that's not the only option available. I know that Kinetic Data have a service request console add-on that will work with any backend Remedy application. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work ========================== ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, September 26, 2007 6:51 PM To: arslist@ARSLIST.ORG Subject: Re: Incident & Problem...Separate Purchases? And there's some difference between the Requester Console and Service Request Management, correct? Requester Console can be used with a Read license can't it? No extra purchase? But Service Request Management requires licenses? What does SRM give you above and beyond Requester Console? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders Sent: Wednesday, September 26, 2007 12:45 PM To: arslist@ARSLIST.ORG Subject: Re: Incident & Problem...Separate Purchases? ** Hi Norm I think that a Service Desk user license covers both IM and PM. RKM is licensed per user separately, as are Change and Asset. Service Level Management is licensed separately per server, not per user. Service Request Management is licensed per requester (end user) although 5000 are included in the module purchase. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work ========================== ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide <http://www.westoverconsulting.co.uk/downloads/ESS_Concepts_Guide.pdf> tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk <http://www.westoverconsulting.co.uk/> ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, September 26, 2007 6:25 PM To: arslist@ARSLIST.ORG Subject: Incident & Problem...Separate Purchases? Hello all: Quick question. I understand there are Incident licenses and Problem licenses. Does that mean they are separate purchases (i.e., costs)? Also, is the Knowledge Management module licensed similarly? Or is it included in Incident? Thanks, Norm __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ ________________________________________________________________________ ____ ___ 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
