Re: Why do service requests require a Login ID?

[Jason Miller]

Ah, thanks!  I am getting a better idea of what you are trying to achieve.
 So the goal if for company/area manager to be able to review submitted
issues (I remember that earlier in the discussion but didn't key in on it).
 So what you are doing doesn't sound too far-fetched.  Are they only
looking for Incident data or any of the apps (Change, Work Order, Problem)?
 If you need to be able to give them a requests from multiple apps then
overall what you are trying to do makes sense since SRM is the consolidated
Request interface.

Maybe it is the case that you just need to create a temporary randomish
Login ID as John suggested for the sole purpose of fulfilling the Login ID
requirement.

Optionally is this something that could be handled with reporting
(scheduled or on-demand)?  With reports you wouldn't necessarily need to
create SRM requests and could report on operating company or location
information for the managers.

Regarding the Business Manager Console I think this one of those things
that underutilized by customers so it doesn't get much development
attention.  The concept is good but for whatever reason I don't think many
organizations use it.  We use it to allow the business to view status,
assign and approval SRs before they fulfill to a CRQ.  We found that we had
to update it a bit to make it more useful for searching, better use the
screen real estate and provide a little more data.  There is a screen print
here: http://ars-action-request-system.1.n7.nabble.com/SRM
-Request-Detail-information-tp113935p113937.html.  Maybe this will give you
a few ideas.

Jason

On Fri, Jan 24, 2014 at 9:26 AM, SUBSCRIBE ARSLIST theReel  wrote:

> 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
>
>
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Re: Why do service requests require a Login ID?

[Wallace, Kelvin]

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

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Re: Happy 30th Birthday Macintosh, the Controversial World-Changer

[Ken Pritchard]

A la mode(m)?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, January 24, 2014 12:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Happy 30th Birthday Macintosh, the Controversial World-Changer

 

** 

Maybe baked with a little cinnamon. 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard
Sent: Friday, January 24, 2014 12:48 PM
To: arslist@ARSLIST.ORG  
Subject: Re: Happy 30th Birthday Macintosh, the Controversial World-Changer

 

** 

Of course for those of us allergic to raw apples, make sure it's cooked
first

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, January 24, 2014 11:09 AM
To: arslist@ARSLIST.ORG  
Subject: OTP: Happy 30th Birthday Macintosh, the Controversial World-Changer

 

** 

Since it's a Friday and the birthday of the Mac, I thought that we should
all celebrate by eating a apple today.

 

http://www.gizmodo.co.uk/2014/01/happy-30th-birthday-macintosh-the-controver
sial-world-changer/

 

 

Howard Richter 

Red Hat Certified Technician 

CompTIA Linux+ Certified

ITIL Foundation Certified 

E-Mail = hrich...@richter-home.net  

Linkedin profile http://www.linkedin.com/in/hbr4270

Please consider the environment before printing this message

 

 

 

_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_


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Re: Happy 30th Birthday Macintosh, the Controversial World-Changer

[Howard Richter]

Maybe baked with a little cinnamon. 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard
Sent: Friday, January 24, 2014 12:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Happy 30th Birthday Macintosh, the Controversial World-Changer

 

** 

Of course for those of us allergic to raw apples, make sure it's cooked
first

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, January 24, 2014 11:09 AM
To: arslist@ARSLIST.ORG
Subject: OTP: Happy 30th Birthday Macintosh, the Controversial World-Changer

 

** 

Since it's a Friday and the birthday of the Mac, I thought that we should
all celebrate by eating a apple today.

 

http://www.gizmodo.co.uk/2014/01/happy-30th-birthday-macintosh-the-controver
sial-world-changer/

 

 

Howard Richter 

Red Hat Certified Technician 

CompTIA Linux+ Certified

ITIL Foundation Certified 

E-Mail = hrich...@richter-home.net

Linkedin profile http://www.linkedin.com/in/hbr4270

Please consider the environment before printing this message

 

 

 

_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_


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Re: Happy 30th Birthday Macintosh, the Controversial World-Changer

[Ken Pritchard]

Of course for those of us allergic to raw apples, make sure it's cooked
first

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, January 24, 2014 11:09 AM
To: arslist@ARSLIST.ORG
Subject: OTP: Happy 30th Birthday Macintosh, the Controversial World-Changer

 

** 

Since it's a Friday and the birthday of the Mac, I thought that we should
all celebrate by eating a apple today.

 

http://www.gizmodo.co.uk/2014/01/happy-30th-birthday-macintosh-the-controver
sial-world-changer/

 

 

Howard Richter 

Red Hat Certified Technician 

CompTIA Linux+ Certified

ITIL Foundation Certified 

E-Mail = hrich...@richter-home.net  

Linkedin profile http://www.linkedin.com/in/hbr4270

Please consider the environment before printing this message

 

 

 

_ARSlist: "Where the Answers Are" and have been for 20 years_


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Re: Why do service requests require a Login ID?

[SUBSCRIBE ARSLIST theReel]

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

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Has anyone integrated Remedy 7.6.x or above with Microsoft CRM? If so, what did the integration involve?

[Garrison, Sean (Norcross)]

Has anyone integrated Remedy 7.6.x or above with Microsoft CRM? If so, what did 
the integration involve?

Thanks,

Sean



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Live Agent not responding to questions

[Robert M. Stryszko]

Does anyone have some experience with configuring Live Agent?  I'm running 
Tomcat 6.0 on a 8.0.01 server, testing environment for the moment.  I have gone 
through the BMCVirtualAgent_8101 document several times, following all of the 
install steps, and configuration steps.  All of the servlets run properly when 
tested via url.  e.g. [SERVERNAME]:8080/programd/?qry=why is the sky blue?which 
provides the correct response, along with the other config tests described in 
the pdf.

However, when I launch virtual agent, after logging in the screen opens up as 
expected.  I see the "Jenn" avatar, and she provides an intro response which 
includes my username.  However, when I enter any type of question, I never 
receive a response.  The progress bar activates, but no answer is ever 
returned.  I have gone through all of the settings on the live agent control 
console, but everything looks correct.  Any help would be appreciated.

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OTP: Happy 30th Birthday Macintosh, the Controversial World-Changer

[Howard Richter]

Since it's a Friday and the birthday of the Mac, I thought that we should
all celebrate by eating a apple today.

 

http://www.gizmodo.co.uk/2014/01/happy-30th-birthday-macintosh-the-controver
sial-world-changer/

 

 

Howard Richter 

Red Hat Certified Technician 

CompTIA Linux+ Certified

ITIL Foundation Certified 

E-Mail =   hrich...@richter-home.net

Linkedin profile  
http://www.linkedin.com/in/hbr4270

Please consider the environment before printing this message

 

 


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Re: Does response from webservice call trigger modify operation

[shambo maitra]

Hi LJ,

I totally agree with you. Seems to me I have to do more digging on it as it
seems the error handler filter is not working .
Thanks
Shambo.

On Fri, Jan 24, 2014 at 1:14 PM, LJ LongWing  wrote:

> **
>
> No, because the submit isn't even done by the time the web service call is
> completed.
> On Jan 23, 2014 11:59 PM, "Shambo Maitra"  wrote:
>
>> Hi,
>> I need to know if I call a webservice in my filter on submit operation ,
>> can the response of the webservice can trigger modify operation on the same
>> record which can call a fiter on modify?
>>
>>
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>>
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Re: Why do service requests require a Login ID?

[John Atherly]

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
>
>
> ___
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> 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.
>
>
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Re: Why do service requests require a Login ID?

[John Atherly]

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.
>
>
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Re: Why do service requests require a Login ID?

[Pierson, Shawn]

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

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Re: Does response from webservice call trigger modify operation

[LJ LongWing]

No, because the submit isn't even done by the time the web service call is
completed.
On Jan 23, 2014 11:59 PM, "Shambo Maitra"  wrote:

> Hi,
> I need to know if I call a webservice in my filter on submit operation ,
> can the response of the webservice can trigger modify operation on the same
> record which can call a fiter on modify?
>
>
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>

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Re: Why do service requests require a Login ID?

[SUBSCRIBE ARSLIST theReel]

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

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