Tony, We use a People profile name of "Jane Doe" to log calls when the caller is anonymous.
Kelvin -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE ARSLIST theReel Sent: Friday, January 24, 2014 12:27 PM To: arslist@ARSLIST.ORG Subject: Re: Why do service requests require a Login ID? Hi, We are a Managed Services Provider so at any one time we have 150 + companies who each have their own staff coming and going. Potentially any of these customers end users could call our hotline to log a fault. For obivous reasons it is impractical for us to try and maintain a database of potential callers. So when a person calls us for the first time our guys create a People profile for this person. These end users also have no need to access the SRM portal and so don't require a login ID or licence. Each of the companies have a manager and the requirement is to provide a place that these managers can see the details of tickets that their staff are logging. The idea was that we provide a single SRM logon to the Manager to access the business manager console and to enable the feature that logs a service request for each incideint/change logged. But I am quickly finding out that the Business Management Console leaves a lot to be desired when using it for this purpose. Tony _______________________________________________________________________________ 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"
