If that's the requirement, it appears as though you would require to provide an external entity the ability to have submit access to the system. This means you would need to give them the ability to include themselves into the system.
You would need to build the ability to identify a user before he can access the submit function. If this identification process fails, then you need to give the user an interface to fill up all the necessary information to create a user account. And on creation of that peoples record from accepting that user input, you would require to update the CTM:People Permissions Group form with the information required to permit the user to be a Incident User. Since you mentioned web services would be used to create the ticket, maybe you could use web services to create the CTM:People record too.. Joe _____ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Tuesday, January 08, 2013 4:39 PM To: arslist@ARSLIST.ORG Subject: Unknown Contact in ITSM Hi All, I have a requirement to provide a web service where an external system can submit a Incident or Change. The challenge I am facing is that in many cases the First Name and Last Name included in the Request is not listed in the People form in ITSM. As of yet I have not been able to identify what information I need to substitute to satisfy the workflow requirements. I am sure this is not the first time this has come up. Any suggestions would be greatly appreciated. ITSM 7.6.04 SP3 Thanks mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 _____ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
