Re: Why do service requests require a Login ID?
Thanks Jason. We want to display Incident and Change data. For some of our companies it is only the manager that needs access to the info but for others we want to encourage individual users to logon to the portal to report issues, get updates etc – in turn reducing calls to our desk. We have a wide range of customers, all with different needs which can make configuring our Remedy quite problematic. We cannot use shared user accounts as we need to know who logged the call and what details to contact them back on. Reporting would also not work as we want users to have the ability to update the tickets. In my mind any enterprise ITSM tool worth its salt should have a user friendly portal which allows users to submit, review and update their information easily weather they logged it via the phone or online, as well as allowing managers to search and review all tickets in their area. SRM seems to do enough to meet the bare requirements but leaves a lot to be desired. It was funny looking at your screen shot as I have made many of the same changes. Although I have not got round to displaying and searching the CHG/INC number – do you remember where this data is stored or did you have to pull it back after the request was fulfilled? The issues I am running into seem to be due to the fact we want to use SRM in both directions – SR - INC/CHG but also INC/CHG - SR. I find when creating a SR from INC/CHG not enough information is passed to the SR but that is something I can work on. For now my main issue is that new INC/CHGs are not creating SRs when the contact doesn’t have a Login ID. I thought I could just use the persons email address to populate the login ID for old and new people. But having looked at the data many of our customers have a number of profiles with the same email address i.e a company’s IT department call us and want any emails to go back to a shared account but yet the call still has to have the individuals name. Also from talking to our guys some will refuse to give out their individual email addresses. So my options – put the login ID field on the Create New person dialog and get our desk to complete an unique Login ID if the email address will not work. Option 2 – figure out why SRM requires the Login ID and see if I can get it to work without it (so the managers get to view all tickets no matter what.) Option 3 – do both option 1 2. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
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
Re: Why do service requests require a Login ID?
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
Re: Why do service requests require a Login ID?
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
Re: Why do service requests require a Login ID?
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
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
Re: Why do service requests require a Login ID?
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
Re: Why do service requests require a Login ID?
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 tony.r...@bt.com 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 ___ 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
Re: Why do service requests require a Login ID?
I haven't looked into using SRM without a Login ID. How does it work if you don't have a Login ID but do have a People record? If the person is not logged in with their account how is a person associated with their People record? Does it prompt them to enter their people ID or search for their People record by name? a few minutes passed So I did a quick test. I enabled allow guest users and was presented with a warning that Logged in user not recognized and was sent back to the landing console. I created a People record for a test user but without the Login name I am not sure how to associated with the guest login. Jason On Wed, Jan 22, 2014 at 1:42 AM, patchsk vamsi...@gmail.com wrote: ** Hmm upon further review it seems like you actually do not need a login to use SRM. All you need is just a person record. And there is no license control at the system level, only paper licenses. In that case no idea why would a loginID be required for SR creation from Incident. _ARSlist: 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
Re: Why do service requests require a Login ID?
SRM does not allow guest users. BMC RD wrote the workflow to enforce this. -Original Message- From: Jason Miller jason.mil...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Jan 23, 2014 2:42 pm Subject: Re: Why do service requests require a Login ID? ** I haven't looked into using SRM without a Login ID. How does it work if you don't have a Login ID but do have a People record? If the person is not logged in with their account how is a person associated with their People record? Does it prompt them to enter their people ID or search for their People record by name? a few minutes passed So I did a quick test. I enabled allow guest users and was presented with a warning that Logged in user not recognized and was sent back to the landing console. I created a People record for a test user but without the Login name I am not sure how to associated with the guest login. Jason On Wed, Jan 22, 2014 at 1:42 AM, patchsk vamsi...@gmail.com wrote: ** Hmm upon further review it seems like you actually do not need a login to use SRM. All you need is just a person record. And there is no license control at the system level, only paper licenses. In that case no idea why would a loginID be required for SR creation from Incident. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: 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
Re: Why do service requests require a Login ID?
Thanks for validating. Guest user is the only way I can think of where a person would be logged in an not associated with their Login ID (assuming it isn't a shared account that is use for authentication). I guess it is possible that Authentication Unregistered Users would allow a person to login without having a Login ID (User record) but without Login ID there is no way to associate the person to their People record. I am trying to figure out what patchsk is referring to: Hmm upon further review it seems like you actually do not need a login to use SRM. All you need is just a person record. Maybe that wasn't a technical statement but a licensing one? Jason On Thu, Jan 23, 2014 at 11:53 AM, Roger Justice rjust2...@aol.com wrote: ** SRM does not allow guest users. BMC RD wrote the workflow to enforce this. -Original Message- From: Jason Miller jason.mil...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Jan 23, 2014 2:42 pm Subject: Re: Why do service requests require a Login ID? ** I haven't looked into using SRM without a Login ID. How does it work if you don't have a Login ID but do have a People record? If the person is not logged in with their account how is a person associated with their People record? Does it prompt them to enter their people ID or search for their People record by name? a few minutes passed So I did a quick test. I enabled allow guest users and was presented with a warning that Logged in user not recognized and was sent back to the landing console. I created a People record for a test user but without the Login name I am not sure how to associated with the guest login. Jason On Wed, Jan 22, 2014 at 1:42 AM, patchsk vamsi...@gmail.com wrote: ** Hmm upon further review it seems like you actually do not need a login to use SRM. All you need is just a person record. And there is no license control at the system level, only paper licenses. In that case no idea why would a loginID be required for SR creation from Incident. _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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Why do service requests require a Login ID?
My two cents from what I can remember: SR itself is not a ticket by itself, it will always have a backend WO,Incident as a fulfillment record. The main purpose of having SR created is for a customer to actually use selfservice(SRM) portal to Get updates/send updates etc...which will reduce the call volume. Incase if a user does not have a loginID then he cannot login to SRM so there is no need to have an SR created for that specific request as the backend fullfilment records (WO/Incidents) are already created. And the reason to have a loginID to login to SRM is to apply the license controls as you need to buy a set of SRM user licenses for allowing users to access SRM portal. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Why do service requests require a Login ID?
Hmm upon further review it seems like you actually do not need a login to use SRM. All you need is just a person record. And there is no license control at the system level, only paper licenses. In that case no idea why would a loginID be required for SR creation from Incident. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Why do service requests require a Login ID?
Thanks for the reply Joe. We have a custom utility that the users can use to self-register when they go to our portal for the first time. Like you describe, it creates a people and user account with the correct permissions depending on what we have setup for that customer. The issue is when new users Phone the service desk - our Service Desk will use the create user functionality from the incident form to create a Person profile. It looks like we now need additional workflow so that this also creates a User profile with the correct permissions so that a Service Request can be created on submission of the incident. My original query was to try to ascertain why Service Requests need a Login ID associated to them and why was a person ID association not used like in Incident/Change. Regards Tony ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Why do service requests require a Login ID?
Thanks for the reply Jason, I probably should have mentioned that I work for a Managed Services company so not all our customers would have access to SRM and we would get new users calling us every day - so we can't link to AD or anything like that to ensure everyone already has an account. So it may be a case that we will have to modify the create Person workflow so that it also creates a Login ID for each new user. That brings it own issues - of trying to assign the correct permissions etc. Tony ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Why do service requests require a Login ID?
Not really.. You do not need to modify existing OTB code. But add a little utility to create this information. You can design a self registration process, that uses some sort of a unique key to register such as maybe a billing account number or something like that so that for a particular managed service, a customer cannot create more than 1 account unless off course you want to give them that ability. And in the self registration process, you need to create a couple of filters, one that pushes into people form, and the other into people permissions group form, to give them the permissions they require to use SRM. Its as simple as that. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE ARSLIST theReel Sent: Monday, January 20, 2014 6:25 AM To: arslist@ARSLIST.ORG Subject: Re: Why do service requests require a Login ID? Thanks for the reply Jason, I probably should have mentioned that I work for a Managed Services company so not all our customers would have access to SRM and we would get new users calling us every day - so we can't link to AD or anything like that to ensure everyone already has an account. So it may be a case that we will have to modify the create Person workflow so that it also creates a Login ID for each new user. That brings it own issues - of trying to assign the correct permissions etc. 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
Re: Why do service requests require a Login ID?
I don't have the answer to your question however we moved from only IT and certain business users having User records (our older system) to all employees and affiliates having User records so SRM can be used by everybody. To us it just made sense that we want them authenticated so we added them. This solves issues we have always have had with trying to work with unauthenticated users (having to ask them their username, employee ID, etc.). Jason On Fri, Jan 17, 2014 at 9:12 AM, SUBSCRIBE ARSLIST theReel tony.r...@bt.com wrote: Hi Guys, We have a customer who has a few managers that use the SRM Request portal to submit/view requests and also view tickets raised by other users via the Busniess manager console. Not all of this customers users have login Ids for Remedy. 90% submit calls via phone and only a select few access Remedy via the SRM portal. So 90% have people profiles but no User profile/Login ID. When the Create Service Request on Submit rule is enabled and an Incident/Change is created for a person that does not have a Login ID you get the warning Login ID is missing for the registered user. An incident will be created but the request will not be created because Login ID is required. (ARWARN 45459) Question is: why does the Service Request need a Login ID? Surely any relationship to a person should be done via the People ID. Has anyone came accross this before or have any solutons? Thanks 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
