So Doug - you are no longer with WiPro? I can't keep up with you - LOL. Hope all is well. :) Candace
-----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug Sent: Thursday, November 30, 2006 12:33 PM To: [email protected] Subject: Re: Question on license Yes indeed a Filter can "Set Field" on field 2 during submit, this may just be setting it (if no default or field value is present) or "over writing it" if earlier workflow has set it to a given value. This is by design, the submitter locked function, only comes into play on modify. I have used this extensively for helpdesk, change, approvals, surveys, etc. Great way to take advantage of Submitter Locked functionality, and decrease Write Licenses. :) Doug Tanner Senior Developer Remedy Skilled Professional (RSP) (704) 328-3178 [EMAIL PROTECTED] -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, November 30, 2006 3:24 PM To: [email protected] Subject: Re: Question on license 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" DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. 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