Re: Unknown Contact in ITSM
I have done very similar when we saw some users sending emails to submit tickets but they are failing due the user not exist in remedy people profiles. We created a generic account as Unknown User and changed the workflow to use this profile when the users profile was not matched in people form. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Unknown Contact in ITSM
Hi All, I have a requirement to provide a web service where an external system can submit a Incident or Change. The challenge I am facing is that in many cases the First Name and Last Name included in the Request is not listed in the People form in ITSM. As of yet I have not been able to identify what information I need to substitute to satisfy the workflow requirements. I am sure this is not the first time this has come up. Any suggestions would be greatly appreciated. ITSM 7.6.04 SP3 Thanks mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Unknown Contact in ITSM
I've handled this in the past by using a dummy People record. Usually, it's a service account from the application pushing the data. For example, if it was SAP, the first name would be SAP. Last name would be System. You get the idea. Sent from my iPhone On Jan 8, 2013, at 4:39 PM, Brittain, Mark mbritt...@navisite.com wrote: ** Hi All, I have a requirement to provide a web service where an external system can submit a Incident or Change. The challenge I am facing is that in many cases the First Name and Last Name included in the Request is not listed in the People form in ITSM. As of yet I have not been able to identify what information I need to substitute to satisfy the workflow requirements. I am sure this is not the first time this has come up. Any suggestions would be greatly appreciated. ITSM 7.6.04 SP3 Thanks mark *Mark Brittain* Remedy Developer ITILv3 Foundation *NaviSite – **A Time Warner Cable Company* mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 -- This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _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: Unknown Contact in ITSM
I do the exact same thing in my system. Intranet Webmaster From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, January 08, 2013 4:04 PM To: arslist@ARSLIST.ORG Subject: Re: Unknown Contact in ITSM ** I've handled this in the past by using a dummy People record. Usually, it's a service account from the application pushing the data. For example, if it was SAP, the first name would be SAP. Last name would be System. You get the idea. Sent from my iPhone On Jan 8, 2013, at 4:39 PM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** Hi All, I have a requirement to provide a web service where an external system can submit a Incident or Change. The challenge I am facing is that in many cases the First Name and Last Name included in the Request is not listed in the People form in ITSM. As of yet I have not been able to identify what information I need to substitute to satisfy the workflow requirements. I am sure this is not the first time this has come up. Any suggestions would be greatly appreciated. ITSM 7.6.04 SP3 Thanks mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _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: Unknown Contact in ITSM
If that's the requirement, it appears as though you would require to provide an external entity the ability to have submit access to the system. This means you would need to give them the ability to include themselves into the system. You would need to build the ability to identify a user before he can access the submit function. If this identification process fails, then you need to give the user an interface to fill up all the necessary information to create a user account. And on creation of that peoples record from accepting that user input, you would require to update the CTM:People Permissions Group form with the information required to permit the user to be a Incident User. Since you mentioned web services would be used to create the ticket, maybe you could use web services to create the CTM:People record too.. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Tuesday, January 08, 2013 4:39 PM To: arslist@ARSLIST.ORG Subject: Unknown Contact in ITSM Hi All, I have a requirement to provide a web service where an external system can submit a Incident or Change. The challenge I am facing is that in many cases the First Name and Last Name included in the Request is not listed in the People form in ITSM. As of yet I have not been able to identify what information I need to substitute to satisfy the workflow requirements. I am sure this is not the first time this has come up. Any suggestions would be greatly appreciated. ITSM 7.6.04 SP3 Thanks mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 _ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _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
