Actually... At least on a v6.3 ARS server Patch 2 (on Solaris) a Filter can alter the value of field 2 during "Submit".
I am not sure if this is a "nice" bug in this ARS server or not. But it does make some sense to me to allow it during "Submit". So I hope it is not a bug. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. On 11/30/06, patrick zandi <[EMAIL PROTECTED]> wrote:
** so our design should be where the customer data is AL:setfields the submitter field with their specialized login id (which can get complicated) for inside and outside customers. Prior to submission. thanks.. On 11/30/06, Misi Mladoniczky <[EMAIL PROTECTED]> wrote: > Yes (and no...), > > If I recall correctly, you can set it manually or with Active-Links. You > can, unfortunately, not set it using filters... It is considered a change, > even if the filter triggers on submit. > > Best Regards - Misi, RRR AB, http://www.rrr.se > > > 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) > >> > >> ________________________________________________________________________ > >> _______ > >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > >> ARSlist:"Where > >> the Answers Are" > >> > >> > > _______________________________________________________________________________ > >> > >> > >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > >> ARSlist:"Where > >> the Answers Are" > >> > >> > > _______________________________________________________________________________ > >> > >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > >> ARSlist:"Where > >> the Answers Are" > >> > >> > >> > >> -- > >> Patrick Zandi > >> > >> > >> > >> -- > >> Patrick Zandi __20060125_______________________This posting was > > submitted > >> with HTML in it___ > >> > >> > > _______________________________________________________________________________ > >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > >> the Answers Are" > >> > > > > _______________________________________________________________________________ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > > the Answers Are" > > > > > > > > ***IMPORTANT NOTICE: This communication, including any attachment, > > contains information that may be confidential or privileged, and is > > intended solely for the entity or individual to whom it is addressed. If > > you are not the intended recipient, you should delete this message and are > > hereby notified that any disclosure, copying, or distribution of this > > message is strictly prohibited. Nothing in this email, including any > > attachment, is intended to be a legally binding signature.*** > > > > _______________________________________________________________________________ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > > the Answers Are" > > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" > -- Patrick Zandi __20060125_______________________This posting was submitted with HTML in it___
_______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
