"Create Request on Submit*" is already set to Yes. Requests are being created.
My question is more along the lines of 1)What kind of a tracking # to supply to customers and 2) Using email to communicate with customers. I want the tracking #s in the email notifications to be consistent with the tracking # they see in SRM. That includes using the "Email System" function which defaults to the INC or CRQ #. On Wed, Jun 11, 2014 at 4:41 PM, Marcelo Martinez <marc...@cpchem.com> wrote: > Sorry for my prev post. I tried to send a pic with the post > > Check out your incident rules and change rules > App Admin Console>Custom Configuration> Incident Mgmt> Advanced > Options>Rules > Same for Change Rules. > Set these to “yes” if you wish for them to get the REQ # instead of the > INC/CHG #. This will create a request for every INC/CHG and they will be > able to track their REQs in SRM. > Note: you may have to modify the outgoing email and exclude fields/data > you don’t use (or use). > > Also, your IT people should be able to search for REQ# from within the INC > ticket or CHG ticket. Look under “Additional Search” tab. > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > -- Rebecca Boyd Application Administrator Wake Forest University _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
