You could also create one Login ID call something like Phone and use that ID to submit all tickets to. If you need to break up the callers for the particular customer Managers you could do something like Phone xxx where xxx is the calling area
On Fri, Jan 24, 2014 at 8:48 AM, Pierson, Shawn < shawn.pier...@energytransfer.com> wrote: > I'm curious what sort of customers you have that you may not be able to > track them. I would have thought that there would have to be a CRM or some > source of day to automatically create People records from. Also, SRM is > supposed to be licensed by the number of users, so I think what you are > trying to do might potentially result in licensing issues. However, If I > were to do something like that, from a technical standpoint I'd consider > not using SRM because not only of the licensing issues but security. You > could set up a single People record with a user tied to it and put it in an > entitlement group that can only see that single form. However, the risk > would be that all the users can see each other's' requests. With that in > mind, I'd look outside of Remedy, somewhere like maybe whatever website > your people go to, and write some code to push to web services to create > the request on the Remedy side. You might even be able to use SharePoint > and something like InfoPath to build it without coding but I haven't played > around with that enough yet. > > Thanks, > > Shawn Pierson > Remedy Developer | Energy Transfer > > -----Original Message----- > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE ARSLIST theReel > Sent: Friday, January 24, 2014 6:48 AM > To: arslist@ARSLIST.ORG > Subject: Re: Why do service requests require a Login ID? > > Cheers guys, > > The scenario I have is that end users without Login Ids call our service > desk to report incidents. We have enabled the feature to "create service > request on logging" - the idea being that all incidents and changes would > have Service Requests allowing particular customer Managers to logon to the > portal and use the business manager console to view the tickets that all > their staff have logged. > > Because the users calling our desk do not have Login IDs Remedy generates > an Error saying that a Service Request cannot be created as the user does > not have a Login ID. > > My query was why does a Service Request need a Login ID and is there an > easy workaround. So far the best I have is to create a Login ID for each > user - but we do not have a definitie list of possible users so I am > looking at creating workflow that generates a login ID for each new People > record created. > > Tony > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the > Answers Are, and have been for 20 years" > > Private and confidential as detailed here: > http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot > access the link, please e-mail sender. > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "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"
