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

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

Re: Why do service requests require a Login ID?

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

Re: Why do service requests require a Login ID?

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

Re: Why do service requests require a Login ID?

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

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

Re: Why do service requests require a Login ID?

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

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

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

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

Re: Why do service requests require a Login ID?

...@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

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

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.

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

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.

Re: Why do service requests require a Login ID?

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

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.