Hello and welcome to the list! At my organization, we have all of our cases assigned to individuals so that seems to take care of the problem. The way the workflow is set up allows a case to be assigned to a group and then someone from that group can pick up the case. Alternatively, a case can be assigned directly to an individual and only the owner can modify it. That way the problem doesn't get out of control.
I'm not aware of any programmatic change that can be made to prevent this from happening but I hope the above helps. -Mat Matthew C. Gayford Technology Research & Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joslin Sent: Monday, February 18, 2008 4:01 PM To: arslist@ARSLIST.ORG Subject: Incident-occupied alerts? I work for a university that just upgraded from Vantive to Remedy. I am by no means a programmer, just the person in charge of training my group on the program. I've figured out a quite a bit on my own (macros, reminders, etc), but am stumped on this one. We had a lot of stuff configured for our team, so we're not using an out-of-the-box version. I haven't come across any literature for this, but figured if anyone would know if this is possible, it's you guys! Our current concern is this: We previously used Vantive for case management. One of the few really nice things about Vantive was that if someone else was in a particular case, and I opened that same case, Vantive would immediately pop up an alert stating that someone else had opened it first. This was very useful, because I would then know that any changes I made might not be saved if the other person in the case changed it first. In Remedy, however, there is no alert until you do try to save, and all of your work is lost because the other person, unbeknownst to you, was in the incident making changes. Is there a way to program such an alert? If not, how do other users cope with this? I know that for alerts like Reminders, you have to program the notification in your profile. Is there something similar for incidents already being viewed by someone else? I hope this is appropriate use of this group. Thanks in advance for the advice! ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
