I have since been pounding on the requester of this "Issues" designation as to what they REALLY mean and why it isn't covered in the help desk cases. So, you hit the nail on the head when you asked me to further define "Issues". The requester had me convinced that Issues needed to be separate, but now I'm thinking that they are just confused by Remedy's use of "Request" in the help console.
I'm going to create a special console for that group, and as you suggest, I'm going to play up the "Case Type" designation. that may do the trick with what I've got for apps right now. Further, I'll be fooling around with "CM Lite", and see if I can't make that round out their needs (it's a business-like group, as opposed to technical- or education-like). Customizations-R-Us! Thanks much for your advice and help. Holly --------------------------------------------------------------------------- --------------------------- Holly Waterman Remedy Administrator/Developer Administrative Consulting Services Dartmouth College _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
