Good question, Moe. Consider that, in Incident Management processes, a service desk agent A receives a call from a customer - agent A creates an incident and is able to assign it to herself; that's all I want here.
Service desk agent B receives a call from a customer, creates a request On Behalf Of that customer - why can't agent B assign the request to himself? Not only is this not an option automatically, but I don't see a way for the agent to do so manually in a reasonable fashion. The best I can see is to be able to automatically assign to agent B's support group, which means it will, on average, end up assigned to a different agent. Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com> www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz Sent: Saturday, September 08, 2012 4:18 PM To: arslist@ARSLIST.ORG Subject: Re: SRM assign to submitter for On Behalf Of ** I am wondering why do you need to do that? This doesn't even align with the tool/roles. Provided you can set the assignment of the Coordinator, that means you will grant everyone in your organization the Service Request Coordinator role. I assume that anyone can request on behalf of anyone in your environment. Usually, the coordinator should be a member of the Service Desk, a member of the fulfillment group that the request is going to or a special group with the coordinator role that is specifically responsible to oversea and/or monitor the request from end to end ensuring its completing and integrity. Moe From: Pierson, Shawn [mailto:shawn.pier...@sug.com] Sent: Friday, September 07, 2012 4:00 PM Subject: Re: SRM assign to submitter for On Behalf Of ** I haven't done that, but at least with an advanced interface form I believe that may be one of the (undocumented) things you can push to. I have an AIF that has some fields exposed to populate the "Customer" fields, so on this specific request anyone that has access to it can submit it on behalf of anyone else with a People record, bypassing the normal On Behalf Of functionality and permissions. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Friday, September 07, 2012 2:09 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: SRM assign to submitter for On Behalf Of ** Hello all, Best wishes for a lovely weekend! Until then however, I was wondering if anyone has some ideas on how to set the 'Coordinator' for a Service Request to the submitter of the request. It seems like this would be a standard option, that if you are going to submit a request on behalf of a customer, you would be the coordinator for that request. Has anyone pursued this? Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com> www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
