Claire, A number of people in our organization search for "Incident" from the Object List and go straight into creating a new incident without passing the console. Another option you might consider is setting the Service Desk's home page to HPD:Help Desk in their application preferences.
Jennifer Meyer Remedy Technical Support Specialist State of North Carolina Office of Information Technology Services Service Delivery Division ITSM & ITAM Services Office: 919-754-6543 ITS Service Desk: 919-754-6000 jennifer.me...@nc.gov<mailto:jennifer.me...@nc.gov> http://its.state.nc.us<http://its.state.nc.us/> E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Thursday, August 11, 2011 12:38 PM To: arslist@ARSLIST.ORG Subject: Re: Request Console vs. Direct Entry ** I still have a Remedy t-shirt that has "minding your own business" across the shoulders. ________________________________ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug Sent: Thursday, August 11, 2011 10:55 AM To: arslist@ARSLIST.ORG Subject: Re: Request Console vs. Direct Entry ** Come on Claire - Your Business, Their Way! From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Thursday, August 11, 2011 10:45 AM To: arslist@ARSLIST.ORG Subject: Re: Request Console vs. Direct Entry ** I was going to ask the same question. My reason is that my Support center staff do not need to see open tickets. They put in about 90 tickets per day per person. They have to put a ticket in for every call. If they have to do all that extra clicking, it takes time. I hate the fact that the Classic View forms are being deprecated. For people working the tickets, the "best" practice view may be fine, but for entering a ticket and quickly verifying the info, it is not quick or easy. So, if my staff just open the form up and create a ticket without going through the click here, click here and finally click here process... will they lose any functionality? I think the designers of the views should have spent a day in a busy support center. ________________________________ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Wednesday, August 10, 2011 9:58 PM To: arslist@ARSLIST.ORG Subject: Re: Request Console vs. Direct Entry ** Are you talking about the OOB requester console that comes with Service Desk or the Service Request Management module? Either way, there is some functionality lost such as being able to see the "Open tickets" table. It all depends on what the requirement is. If all your users want to do is enter a request and forget about it, then having a "direct entry form" as you call it should be fine. Anything else, go with the requester console. I guess the question is... why don't you want to use the OOB entry form and why do you want to use the direct entry form? -----Original Message----- From: Action Request System discussion list(ARSList) on behalf of Kathy Morris Sent: Wed 8/10/2011 5:43 PM To: arslist@ARSLIST.ORG Subject: SRM: Request Console vs. Direct Entry Hi, If we enter the request via a direct entry form versus the request console, what functionality do I lose? Am I able to redirect surveys to the direct entry form or the work order form? 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