I am sitting in Dallas Airport (DFW) waiting for a delayed plane. (Big
weather here today - but good meetings none the less)
Chris/gang,
Kinetic Request can do what you are asking about.
See example:
http://img.skitch.com/20100129-fca5mkwenyed1rery2t8nrnttq.jpg
Basically the "Catalog Page" which we call a "Launcher" is a
collection of Remedy queries that get rendered through what we call a
"partial". Or possibly multiple partials.
A partial can actually have more than one source (Requests, Incidents,
Changes, Purchase Orders, Complaints, etc...)
A launcher can have 0 to many queries (from any Remedy source) to
display what you want.
The samples we ship with do not do this -- as we do not assume you own
ITSM or anything on Remedy.
(In fact - we have users that exclusively use Kinetic Request for
their request management (meaning no Incidents or Changes etc....
created). ) Kinetic can actually be a fulfillment target itself.
However - people do use Kinetic Request for front ending ITSM, CSS,
Purchase Orders etc...
To get it to work - is a matter of configuring the Launcher partials.
(Basically - change the queries (or add additional) to point to the
proper source form - with proper criteria - then modify the partial to
display the columns and look/feel that you want.)
Example of showing worklog from an incident in ITSM 7:
http://img.skitch.com/20100129-dj6anufe1fu7wuud6kt1xx1jxy.jpg
Generally I would shy away from discussing "incidents" and "incident
numbers" with an end-user -- as all things should be Kinetic :) --
more realistically - I think you want to think of the "fulfillment" as
blackbox and where and how something is fulfilled is not of concern to
the requester. The thing a requester should think of is their
"request" -- with it's ID (if relevant).
Again - more realistically - people do actually have Incidents
(without requests) -- and it would be of value to look at them. So -
the capability is there.
(I expect we have this written up in a how-to of some sort -- I will
look it up and send directly)
Have fun!!! and enjoy the Texas weather -- MN is -9 tonight. (That is
not 9 degrees below freezing -- it is 41 degrees below freezing (as in
the difference between 73 and 32 -- yet again 32 to -9))
-John
On Jan 28, 2010, at 2:14 PM, strauss wrote:
**
I was asked if there is any way a customer can see all of their open
requests (meaning Incidents), or open requests for their department in
“Remedy” – something I used to give them in Remedy Help Desk 4 and 5.5
using ARSPerl. In our implementation of ITSM 7.0 customers have NO
ACCESS AT ALL to ITSM (and the Requester Console is disabled), as they
are restricted to the Kinetic Request interface - which definitely has
no provision whatsoever for showing customers a table or list of their
open incidents in ITSM. That shortcoming is one we keep tripping
over, everywhere we try to provide request services to ITSM using
Kinetic SR.
Is there such a capability in SRM? We don’t have access to it – have
not looked at it since it was about to go into beta and the pricing
scheme was announced. The SRM 7.6 User Guide off the BMC Supportweb
contains no screen shots, so it is completely worthless in terms of
seeing what views of the data you might have when using the
application. The docs mention a “Business Manager Console,” but
again, without any screen shots I have no idea what they are talking
about. Who is it for, and what does it show?
Assuming that SRM is no better than Kinetic SR at showing customers
what they have open for them in ITSM, or showing someone like the head
of HR all of the tickets opened for or by people from his/her
department, how are any of you displaying that sort of thing for
customers who are NOT support staff and basically have no permission
to access ITSM? In our multi-tenancy setup, the support staff and the
customers are not in the same company anyway; support staff have
access to the customer company.
BTW, the reason we don’t give customers any access to ITSM at all is
that when we first tested it, any requester that clicked on the URL
they were sent OOTB for their incident (created through either Kinetic
SR or the Requester Console) would be taken to the Incident form and
their ticket after logging on via LDAP, but could then click on
“Search” on that same form and see EVERY INCIDENT that existed for the
entire customer company!!! That was a non-starter with our
information security folks, as well as all of the IT staffs.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
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--
John Sundberg
Kinetic Data, Inc.
"Building a Better Service Experience"
Recipient of the WWRUG09 Innovator of the Year Award
john.sundb...@kineticdata.com
651.556.0930 I www.kineticdata.com
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