John, So why is using workflow to close the ticket from the Closure form illegal? Also, how about using an escalation from the Closure form to close the tickets?
Thanks, Roger A. Nall OSSNMS Sr. Remedy Administrator/Developer T-Mobile USA Desk: 973-644-3963 Cell: 973-652-6723 FAX: 973-490-3296 sf49fanv AIM IM RogerNall Yahoo IM -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J Sent: Friday, July 07, 2006 10:36 AM To: [email protected] Subject: Re: Speech IVR and Remedy Carey and Roger, OT from the original post but . . . There is one perfectly legal way to handle a situation like this. The "closure" action actually creates a new record in a "Closure" form. That sends a notification to an actual licensed user who in turn closes the Helpdesk Ticket. No violation since the end user is creating a new notification record and a licensed user is modifying the original ticket. It's the same as if the customer called the helpdesk and said, "Please close ticket # blah blah. Thank you." Now using workflow for that step *WOULD* be a violation. John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, July 07, 2006 9:15 AM To: [email protected] Subject: Re: Speech IVR and Remedy Roger, While I have not done this personally, I am sure it would be technically possible. The only concern that you should watch out for is to make sure that your not breaking BMC's license agreement in this process. You can try to cover yourself by setting "Submitter mode locked" AND only altering values changeable for an authentication 'Submitter' value for the record. Then obviously "do the right thing" and have some kind of "login" in the IVR. Good luck with that part. An idea, might be to use the number the user is calling form as an "identity", but BMC might have some issues with that definition too. :) Your org might have other options too. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. Never ascribe to malice, that which can be explained by incompetence. On 7/7/06, Nall, Roger <[EMAIL PROTECTED]> wrote: > ** > > > > Good Morning All, > > > > ARS 6.3, patch 16 > > SQL2K > > WIN2K > > > > I know this may be a bit rough for a Friday but I am wondering if > anyone has attempted to integrate Remedy to an IVR system. We are > exploring the idea of allowing customers to call our support and > receive information about their trouble ticket. There is also some > talk about allowing the customer to close the ticket on the call. Any > information would be greatly appreciated. Have a great weekend. > > > > Thanks, > > > > Roger A. Nall > > OSSNMS Sr. Remedy Administrator/Developer > > T-Mobile USA > > Desk: 973-644-3963 > > Cell: 973-652-6723 > > FAX: 973-490-3296 > > sf49fanv AIM IM > > RogerNall Yahoo IM > > > > __20060125_______________________This posting was submitted with > HTML in it___ ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
