Roger, It is possible to alter how the tickets are created so that the field 2 (Submitter) value is the "right person". Sure that means that you need to know who that person is before you save the record the first time. However, with the cost of floating license to cover everyone.... the effort (technical and procedural) is well worth the time.
Field 2 does not have to be the person who physically created the record. It should be the _single person who OWNS_ the record. (The caller, the reporter, the Customer, the end user, or whatever term ITIL would refer to them as. :) And while I am on this thread again... I think that workflow can referentially update data in the system that the user does not have direct access to change. (or maybe even a license to change) HOWEVER, if that is to avoid buying user license then (according to the last time I looked at the EULA) that would violate the spirit of the EULA. BUT if the workflow is being triggered by a "system user on behalf of the user" and it is only doing what the user could have done for themselves with a "Submitter mode locked" condition, then I think your still covered. Simply because your not avoiding buying licenses. In fact you might be using one, or more, fixed license(s) than you have to. I know this topic is a very slippery slope and my personal guiding principle is the "Golden Rule". If you can sleep well knowing that someone might be applying your logic to a product/service that you reap the benefits from, then you likely are doing the right thing. (And no I do not buy the argument that "everyone is doing it" makes it ok either. :) -- 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:
Matt, We have Submitter mode locked already but this would not solve the issue as the records would not be created by the customer. I would have to use an intermediate form to capture the actual Closure Record and then use workflow to close the ticket. 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 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
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