We are wanting SRM:Request (Requester Console) to receive incoming "dumb" emails that our helpdesk who will then route to the appropriate group. Currently, the incoming request is created, it remains in an In Process status, and shows an error in the App Event Status field on the Change/Incident Data tab. All as expected.
My question is...can this request (data) be modified in such a way to continue the processing in Requester, basically fixing the error and creating either a Change or Incident? If there isn't anything in place then I know I can build something custom to handle it...but wanted to check and see if anyone knew of OOB workflow that handles errors in Requester first. From what I can tell so far the error stops everything. You must first correct the summary/auto-assignment/categorization configuration and resubmit a new request. What we need is a method to handle the request that has error'd, pushing it on through. Am I missing something? Thanks in advance, Nathan Foy Senior Remedy Administrator The ServiceMaster Company, Inc 889 Ridge Lake Blvd, C2-1150 Memphis, TN 38120 CONFIDENTIALITY NOTICE: The information contained in this e-mail, including any attachment(s), is confidential information that may be privileged and exempt from disclosure under applicable law. If the reader of this message is not the intended recipient, or if you received this message in error, then any direct or indirect disclosure, distribution or copying of this message is strictly prohibited. If you have received this message in error, please notify the ServiceMaster Help Desk immediately by calling (866) 597-4321 and by sending a return e-mail; delete this message; and destroy all copies, including attachments. Thank you. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
