You would actually set up "Summary Definitions" for the requestor console in Application Administration Console/Requestor Console/Summary Definition. When you configure these, you will specify whether or not the request is going to generate an Incident or Change.
The user selects a Summary Definition that you have configured, and based on that the request will be opened as an incident or change. When the incident or change record is submitted, it will reference the Assignment Engine form for who to assign it to (just as if you created it directly in the incident form) The user may also choose solutions based on the summary definition they've selected, which will then use the categorization and routing from the solution record. There is a lot more to it than that, but hopefully that helps a bit. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Wednesday, July 30, 2008 11:23 AM To: arslist@ARSLIST.ORG Subject: CTI routing in 7.1 ** Hi Group, I trying to configure the remedy 7.1 for my company. Now I have some questions. Currently in our organization in 6.3 we have Category, Type, Item in the requestor console based on which the request is routed to the appropriate group. But in 7.1, I don't see any option that is analogous to that in the requestor console. How do I set it up do out of the box. I am strictly to stay away from customizations. The idea that remedy 6.3 supports something and 7.1 does not sounds improbable. Is there any thing that I am missing out here? In 6.3 again there are two options create a change request and help desk request. In Remedy 7.1 I have only one option which says create a New Request. Please help me understand what needs to be done to accomplish the above business needs. Thanks Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
