So that actually answers a question I hadn't had time to test: With
"Submitter-Mode-Locked" set, you can still set the value of the submitter
field on submit to whatever you want. Is that correct?
I'm clear on not being able to modify it afterward, but since I usually
use $USER$ as the default for submitter, the need to use a different
submitter had never come up.
Thad
P.S. It must be an alliteration kind of day. ("submitter" and "user" seem
rampant in that email.)
"Misi Mladoniczky" <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"
<[email protected]>
11/30/2006 07:13 AM
Please respond to
[email protected]
To
[email protected]
cc
Subject
Re: Question on license
Hi,
The "submitter" is not neccessarily the person submitting the ticket.
At submit-time you can specify any login name in the submitter-field.
So if you know the read-license-person who will want to update a ticket at
submit-time, you can enter his/hers login-name in the submitter-field.
I usually try to put the "customer-login" in the submitter-field
regardless if a person submits from the Web or if he calls the
Service-Desk by phone.
The limitations with submitter-mode-locked is just that you can not change
it after you have submitted the ticket.
Best Regards - Misi, RRR AB, http://www.rrr.se
> 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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>
>
> --
> Patrick Zandi
>
>
>
> --
> Patrick Zandi __20060125_______________________This posting was
submitted
> with HTML in it___
>
>
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