Then the Help Desk people need to be provide questions they need to get the
answers to and document that in the ticket. It's understandable the
submitter may not include all of the required information, but if the HD
didn't they should do the calling back to the customer to get it. Therefore
you don't have a license issue, HD has a write license, submitter can modify
their own submitted tickets.
Susan
On 11/30/06, John Atherly <[EMAIL PROTECTED]> wrote:
Yes that will work but some of the tickets are generated from the helpdesk
people. So the helpdesk person is the submitter and the logon* is just a
requestor with read only.
John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120
patrick zandi
<[EMAIL PROTECTED]
COM> To
Sent by: "Action [email protected]
Request System cc
discussion
list(ARSList)" Subject
<[EMAIL PROTECTED] Re: Question on license
ORG>
11/30/2006 09:59
AM
Please respond to
[EMAIL PROTECTED]
RG
** Whoops.. did not even see michelle's answer.. Scarry..
On 11/30/06, patrick zandi <[EMAIL PROTECTED]> wrote:
Just looking this over.. Submitter locked mode allows the submitter to
update his ticket in Read license mode.
The approver already has a Fixed or Floating license.
So you could use a Diary field to log the conversation by inputs via
Email submission or API or Mid-tier.
Create a Question 400 character field, or 2000 for that matter. and
Create an Answer Field.
If the Question is placed in the field - push to diary, and send email to
customer with a URL or Email form.
Answer comes into the Answer field and gets pushed to the Diary.
Does this fit the License scenario ?
They both have access to the Diary and Question and Answer field.
The submitter is able to update his information.
The approver is able to update the ticket.
Just a thought.
On 11/30/06, John Atherly <[EMAIL PROTECTED] > wrote:
Yes we want to remain legal on this. What I have been task to create
is
away for an approver to ask a question to the requestor.
What is happening a change request will come in for access to one of the
network drives. In the justification field the end uses will type in
answer such as "New Job" These answer do not help the approves in
deciding on granting access or denying access. Currently the approves
either deny the request or has to create an email to ask for more reason
why they need access. Then a couple days later when they get a response
they have to find the request to either approve or deny. I was looking
for a way to be able to start a two way communication between the
approver
and the requestor. So I would need a field that approvers can ask a
question in and a field were the requestor can answer too and keep a
record
of the transactions (worklog)
John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120
"Lucero, Michelle
- IST contractor"
<Michelle.Lucero@
To
MKCORP.COM> [email protected]
Sent by: "Action
cc
Request System
discussion
Subject
list(ARSList)" Re: Question on license
<[EMAIL PROTECTED]
ORG>
11/29/2006 03:07
PM
Please respond to
[EMAIL PROTECTED]
RG
Hi, John:
To modify an entry, one does need the ability to WRITE. If the system
is placed in Submitter Mode Locked, individuals assigned Read Licenses
can Search, Submit, Display and Modify entries that they have submitted;
as long as their login id is placed in field ID 2. And, Submitter has
WRITE access to each of the fields that needs to be updated.
There are multiple ways to address. One can save thousands in
maintenance costs, while remaining legal. It all depends on your
company or client's needs. Obviously there may be some individuals that
will still require a WRITE license.
=================================
From Remedy Admin 6.3 Help - License Types
Read
Enables users to search and display existing requests. Administrators
can configure the AR System server to enable users to submit new
requests and modify or save data in existing requests. (See "Special
submitter mode".)
Restricted Read
Allows users to search the AR System forms and submit new requests but
does not allow users to modify existing requests under any conditions.
It does, however, allow the same login account to access the AR System
from multiple IP addresses simultaneously, such as when browsing a
knowledge base or completing on-line surveys.
Fixed Write
Includes all the capabilities of a Read license, and also enables users
to modify and save data for existing requests based on the groups to
which the user belongs. AR System administrators and subadministrators
must have a Fixed Write license. Other AR System users who consistently
need to modify requests must also have Fixed Write licenses.
A user cannot be assigned the same Fixed Write license more than three
times in one week. If this limitation is exceeded, the user must wait
one week from the first assignment of the Fixed Write license before it
can be assigned again.
Floating Write
Includes all the capabilities of a Read license, and also enables users
to modify and save data for existing requests based on the groups to
which the user belongs. Floating Write licenses can be used by multiple
users, one user at a time. This type of license is designed for users
who occasionally need to modify and save data for existing requests.
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Atherly
Sent: Wednesday, November 29, 2006 1:47 PM
To: [email protected]
Subject: Question on license
If I create a total new application from scratch then the public will
not
need a write license to modify a record! What I'm looking at doing is a
record will be created by support and then will be updated by the
enduser. I thought that this was true but my partners in crime
different from me.
Thanks
(No it's not a bet so I will not win or lose a beer)
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