Re: SRM assign to submitter for On Behalf Of

[Pierson, Shawn]

I haven't done that, but at least with an advanced interface form I believe 
that may be one of the (undocumented) things you can push to.  I have an AIF 
that has some fields exposed to populate the "Customer" fields, so on this 
specific request anyone that has access to it can submit it on behalf of anyone 
else with a People record, bypassing the normal On Behalf Of functionality and 
permissions.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Friday, September 07, 2012 2:09 PM
To: arslist@ARSLIST.ORG
Subject: SRM assign to submitter for On Behalf Of

**
Hello all,

Best wishes for a lovely weekend! Until then however, I was wondering if anyone 
has some ideas on how to set the 'Coordinator' for a Service Request to the 
submitter of the request.

It seems like this would be a standard option, that if you are going to submit 
a request on behalf of a customer, you would be the coordinator for that 
request. Has anyone pursued this?

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

Private and confidential as detailed here: 
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Re: SRM assign to submitter for On Behalf Of

[Carl Wilson]

Hi,

the Coordinator is configured on the SRD and set through workflow when the
request is submitted, so you would need to bypass this workflow to set the
Coordinator to someone other than the configured value.

 

Cheers

Carl

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: 07 September 2012 21:00
To: arslist@ARSLIST.ORG
Subject: Re: SRM assign to submitter for On Behalf Of

 

** 

I haven't done that, but at least with an advanced interface form I believe
that may be one of the (undocumented) things you can push to.  I have an AIF
that has some fields exposed to populate the "Customer" fields, so on this
specific request anyone that has access to it can submit it on behalf of
anyone else with a People record, bypassing the normal On Behalf Of
functionality and permissions.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 


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Re: SRM assign to submitter for On Behalf Of

[Mohamed Abdelaziz]

I am wondering why do you need to do that? This doesn't even align with the
tool/roles. Provided you can set the assignment of the Coordinator, that
means you will grant everyone in your organization the Service Request
Coordinator role. I assume that anyone can request on behalf of anyone in
your environment.  Usually, the coordinator should be a member of the
Service Desk, a member of the fulfillment group that the request is going to
or a special group with the coordinator role that is specifically
responsible to oversea and/or monitor the request from end to end ensuring
its completing and integrity. 

 

Moe

 

From: Pierson, Shawn [mailto:shawn.pier...@sug.com] 
Sent: Friday, September 07, 2012 4:00 PM
Subject: Re: SRM assign to submitter for On Behalf Of

 

** 

I haven't done that, but at least with an advanced interface form I believe
that may be one of the (undocumented) things you can push to.  I have an AIF
that has some fields exposed to populate the "Customer" fields, so on this
specific request anyone that has access to it can submit it on behalf of
anyone else with a People record, bypassing the normal On Behalf Of
functionality and permissions.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Friday, September 07, 2012 2:09 PM
To: arslist@ARSLIST.ORG
Subject: SRM assign to submitter for On Behalf Of

 

** 

Hello all,

 

Best wishes for a lovely weekend! Until then however, I was wondering if
anyone has some ideas on how to set the 'Coordinator' for a Service Request
to the submitter of the request.

 

It seems like this would be a standard option, that if you are going to
submit a request on behalf of a customer, you would be the coordinator for
that request. Has anyone pursued this? 

 

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS

ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI
48106-1346 USA | 734.997.4777 

kelly.lo...@proquest.com

www.proquest.com 

 

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

 

P Please consider the environment before printing this email. 

 

This email and any files transmitted with it are confidential and intended
solely for the use of the individual or entity to whom they are addressed.
If you have received this email in error please notify the sender, and
delete the message from your computer.

 

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 

Private and confidential as detailed here
<http://www.sug.com/disclaimers/default.htm#Mail> . If you cannot access
hyperlink, please e-mail sender. 

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: SRM assign to submitter for On Behalf Of

[Logan, Kelly]

Good question, Moe.

Consider that, in Incident Management processes, a service desk agent A 
receives a call from a customer - agent A creates an incident and is able to 
assign it to herself; that's all I want here.

Service desk agent B receives a call from a customer, creates a request On 
Behalf Of that customer - why can't agent B assign the request to himself? Not 
only is this not an option automatically, but I don't see a way for the agent 
to do so manually in a reasonable fashion. The best I can see is to be able to 
automatically assign to agent B's support group, which means it will, on 
average, end up assigned to a different agent.


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com>
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz
Sent: Saturday, September 08, 2012 4:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM assign to submitter for On Behalf Of

**
I am wondering why do you need to do that? This doesn't even align with the 
tool/roles. Provided you can set the assignment of the Coordinator, that means 
you will grant everyone in your organization the Service Request Coordinator 
role. I assume that anyone can request on behalf of anyone in your environment. 
 Usually, the coordinator should be a member of the Service Desk, a member of 
the fulfillment group that the request is going to or a special group with the 
coordinator role that is specifically responsible to oversea and/or monitor the 
request from end to end ensuring its completing and integrity.

Moe

From: Pierson, Shawn [mailto:shawn.pier...@sug.com]
Sent: Friday, September 07, 2012 4:00 PM
Subject: Re: SRM assign to submitter for On Behalf Of

**
I haven't done that, but at least with an advanced interface form I believe 
that may be one of the (undocumented) things you can push to.  I have an AIF 
that has some fields exposed to populate the "Customer" fields, so on this 
specific request anyone that has access to it can submit it on behalf of anyone 
else with a People record, bypassing the normal On Behalf Of functionality and 
permissions.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Friday, September 07, 2012 2:09 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: SRM assign to submitter for On Behalf Of

**
Hello all,

Best wishes for a lovely weekend! Until then however, I was wondering if anyone 
has some ideas on how to set the 'Coordinator' for a Service Request to the 
submitter of the request.

It seems like this would be a standard option, that if you are going to submit 
a request on behalf of a customer, you would be the coordinator for that 
request. Has anyone pursued this?

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com>
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.

_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
Private and confidential as detailed 
here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access 
hyperlink, please e-mail sender.
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: SRM assign to submitter for On Behalf Of

[Pierson, Shawn]

The problem is that SRM was created as a user self-service portal and a lot of 
us use it differently.  Technically, it's not designed for the service desk to 
enter service requests on behalf of users.  The "On Behalf Of" functionality 
seems more geared toward administrative assistants and managers who enter 
things on behalf of their staff.  While probably everyone sets up a rule for 
their service desk group to be allowed to submit on behalf of everyone in the 
company, it seems like that is more of a kludge than an efficient way of doing 
things.

Your best option is going to require some level of customization.  As I 
mentioned another time, I have a custom AIF that exposes fields to allow the 
submitter to bypass the "On Behalf Of" functionality and populate the fields 
for the Customer directly on the form.  This saves the service desk time and 
requires less clicks than doing it the right way.

At a high level off the top of my head, I'd suggest doing the following:

1)   Go into SYS:Form Field Selection and set up the Assignment fields 
needed to set the assignee on the Incident form, where the Selection Type is 
Question Field Mapping.

2)  Add an Active Link to your Advanced Interface Form to do a Set Fields 
of the user's Default assignment group if the People record is set to Support 
Staff = "Yes", with fields matching whatever the assignee information fields 
are.

3)  You probably have to update some Filters somewhere to make sure the 
assignment information pushes all the way through.

4)  You will need to update your AOT and other items to reflect the new 
fields being mapped.

Realistically, you could treat this enhancement like the section of the SRM 
documentation that shows you how to set up SRDs to populate a custom 
application and follow that guide for the most part.  I've probably 
oversimplified in my steps above but it's been a while since I had to customize 
SRM in a similar manner.  I also believe you can only use an AIF rather than a 
standard form because of the logic to set the assignee information for support 
groups.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Tuesday, September 11, 2012 9:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM assign to submitter for On Behalf Of

**
Good question, Moe.

Consider that, in Incident Management processes, a service desk agent A 
receives a call from a customer - agent A creates an incident and is able to 
assign it to herself; that's all I want here.

Service desk agent B receives a call from a customer, creates a request On 
Behalf Of that customer - why can't agent B assign the request to himself? Not 
only is this not an option automatically, but I don't see a way for the agent 
to do so manually in a reasonable fashion. The best I can see is to be able to 
automatically assign to agent B's support group, which means it will, on 
average, end up assigned to a different agent.


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com>
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Mohamed Abdelaziz
Sent: Saturday, September 08, 2012 4:18 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: SRM assign to submitter for On Behalf Of

**
I am wondering why do you need to do that? This doesn't even align with the 
tool/roles. Provided you can set the assignment of the Coordinator, that means 
you will grant everyone in your organization the Service Request Coordinator 
role. I assume that anyone can request on behalf of anyone in your environment. 
 Usually, the coordinator should be a member of the Service Desk, a member of 
the fulfillment group that the request is going to or a special group with the 
coordinator role that is specifically responsible to oversea and/or monitor the 
request from end to end ensuring its completing and integrity.

Moe

From: Pierson, Shawn 
[mailto:shawn.pier...@sug.com]<mailto:[mailto:shawn.pier...@sug.com]>
Sent: Friday, September 07, 2012 4:00 PM
Subject: Re: SRM assign to submitter for On Behalf Of

**
I haven't done that, but at least with an advanced interface form I believe 
that may 

Re: SRM assign to submitter for On Behalf Of

[Mahesh]

# 2, you can use SR Type Fields available on AIF.
# 3 should be SRD mappings between SR Type Fields and variables that are
again mapped to AOT target data .

Thanks
Mahesh

On Tue, Sep 11, 2012 at 10:23 AM, Pierson, Shawn wrote:

> **
>
> The problem is that SRM was created as a user self-service portal and a
> lot of us use it differently.  Technically, it’s not designed for the
> service desk to enter service requests on behalf of users.  The “On Behalf
> Of” functionality seems more geared toward administrative assistants and
> managers who enter things on behalf of their staff.  While probably
> everyone sets up a rule for their service desk group to be allowed to
> submit on behalf of everyone in the company, it seems like that is more of
> a kludge than an efficient way of doing things.
>
> ** **
>
> Your best option is going to require some level of customization.  As I
> mentioned another time, I have a custom AIF that exposes fields to allow
> the submitter to bypass the “On Behalf Of” functionality and populate the
> fields for the Customer directly on the form.  This saves the service desk
> time and requires less clicks than doing it the right way.
>
> ** **
>
> At a high level off the top of my head, I’d suggest doing the following:**
> **
>
> **1)  ** Go into SYS:Form Field Selection and set up the Assignment
> fields needed to set the assignee on the Incident form, where the Selection
> Type is Question Field Mapping.
>
> **2)  **Add an Active Link to your Advanced Interface Form to do a
> Set Fields of the user’s Default assignment group if the People record is
> set to Support Staff = “Yes”, with fields matching whatever the assignee
> information fields are.
>
> **3)  **You probably have to update some Filters somewhere to make
> sure the assignment information pushes all the way through.  
>
> **4)  **You will need to update your AOT and other items to reflect
> the new fields being mapped.
>
> ** **
>
> Realistically, you could treat this enhancement like the section of the
> SRM documentation that shows you how to set up SRDs to populate a custom
> application and follow that guide for the most part.  I’ve probably
> oversimplified in my steps above but it’s been a while since I had to
> customize SRM in a similar manner.  I also believe you can only use an AIF
> rather than a standard form because of the logic to set the assignee
> information for support groups.
>
> ** **
>
> Thanks,
>
> ** **
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Logan, Kelly
> *Sent:* Tuesday, September 11, 2012 9:24 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: SRM assign to submitter for On Behalf Of
>
> ** **
>
> ** 
>
> Good question, Moe.
>
> ** **
>
> Consider that, in Incident Management processes, a service desk agent A
> receives a call from a customer – agent A creates an incident and is able
> to assign it to herself; that’s all I want here.
>
> ** **
>
> Service desk agent B receives a call from a customer, creates a request On
> Behalf Of that customer – why can’t agent B assign the request to himself?
> Not only is this not an option automatically, but I don’t see a way for the
> agent to do so manually in a reasonable fashion. The best I can see is to
> be able to automatically assign to agent B’s support group, which means it
> will, on average, end up assigned to a different agent.
>
> ** **
>
> ** **
>
> *Kelly Logan*, Sr. Systems Administrator (Remedy, Planview), GMS
>
> ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI
> 48106-1346 USA | 734.997.4777 
>
> kelly.lo...@proquest.com
>
> www.proquest.com 
>
> ** **
>
> *ProQuest*...Start here. 2010 InformationWeek 500 Top Innovator
>
> ** **
>
> P Please consider the environment before printing this email. 
>
> ** **
>
> *This email and any files transmitted with it are confidential and
> intended solely for the use of the individual or entity to whom they are
> addressed. If you have received this email in error please notify the
> sender, and delete the message from your computer*.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] * On Behalf Of *Mohamed Abdelaziz
> *Sent:* Saturday, September 08, 2012 4:18 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: SRM assign to submitter for On Behalf Of
>
> ** **
>
> ** 
>
> I am wondering why do you need to do

Re: SRM assign to submitter for On Behalf Of

[Logan, Kelly]

Interesting ideas both, thank you Mahesh and Shawn. I'll look through those and 
post back if I find an interesting solution. :^)

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com>
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mahesh
Sent: Tuesday, September 11, 2012 11:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM assign to submitter for On Behalf Of

** # 2, you can use SR Type Fields available on AIF.
# 3 should be SRD mappings between SR Type Fields and variables that are again 
mapped to AOT target data .

Thanks
Mahesh
On Tue, Sep 11, 2012 at 10:23 AM, Pierson, Shawn 
mailto:shawn.pier...@sug.com>> wrote:
**
The problem is that SRM was created as a user self-service portal and a lot of 
us use it differently.  Technically, it's not designed for the service desk to 
enter service requests on behalf of users.  The "On Behalf Of" functionality 
seems more geared toward administrative assistants and managers who enter 
things on behalf of their staff.  While probably everyone sets up a rule for 
their service desk group to be allowed to submit on behalf of everyone in the 
company, it seems like that is more of a kludge than an efficient way of doing 
things.

Your best option is going to require some level of customization.  As I 
mentioned another time, I have a custom AIF that exposes fields to allow the 
submitter to bypass the "On Behalf Of" functionality and populate the fields 
for the Customer directly on the form.  This saves the service desk time and 
requires less clicks than doing it the right way.

At a high level off the top of my head, I'd suggest doing the following:

1)   Go into SYS:Form Field Selection and set up the Assignment fields 
needed to set the assignee on the Incident form, where the Selection Type is 
Question Field Mapping.

2)  Add an Active Link to your Advanced Interface Form to do a Set Fields 
of the user's Default assignment group if the People record is set to Support 
Staff = "Yes", with fields matching whatever the assignee information fields 
are.

3)  You probably have to update some Filters somewhere to make sure the 
assignment information pushes all the way through.

4)  You will need to update your AOT and other items to reflect the new 
fields being mapped.

Realistically, you could treat this enhancement like the section of the SRM 
documentation that shows you how to set up SRDs to populate a custom 
application and follow that guide for the most part.  I've probably 
oversimplified in my steps above but it's been a while since I had to customize 
SRM in a similar manner.  I also believe you can only use an AIF rather than a 
standard form because of the logic to set the assignee information for support 
groups.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Logan, 
Kelly
Sent: Tuesday, September 11, 2012 9:24 AM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: SRM assign to submitter for On Behalf Of

**
Good question, Moe.

Consider that, in Incident Management processes, a service desk agent A 
receives a call from a customer - agent A creates an incident and is able to 
assign it to herself; that's all I want here.

Service desk agent B receives a call from a customer, creates a request On 
Behalf Of that customer - why can't agent B assign the request to himself? Not 
only is this not an option automatically, but I don't see a way for the agent 
to do so manually in a reasonable fashion. The best I can see is to be able to 
automatically assign to agent B's support group, which means it will, on 
average, end up assigned to a different agent.


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com>
www.proquest.com<http://www.proquest.com>

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom