Hi listers,
I posted this to the list last week, but didn't get any responses, so I
thought I would post it again.
ARS 7.0.01 patch 001
We are currently upgrading from Helpdesk 4.03 to Service Desk 7.0. We
have installed a vanilla copy of Service Desk on our test server. I am
now making minor customizations to the Incident form to meet our needs.
Because of our environment (University Campus), we will not have all
25,000 students/faculty/etc. defined in the People form (we will use
LDAP to pull customer information). Only support staff (multiple
Helpdesks/Tier2/Tier3) staff will be defined in the People form.
We want the Customer tab on the Incident form to be strictly information
coming from LDAP (not the People form). This is the way we used to do it
in HPD 4.03. I am modifying the Customer tab to include our (the
University's) unique ID (UCID) to perform LDAP lookups for customer
information (which includes Department, Email, Name, etc.). I am to the
point where I can do all of this however, there are some (but probably
many) active links that want the Person ID field to be filled in. I can
see that this field is populated with the Person ID from the People form.
My current thought is to put our unique ID (UCID) into this field and
continue on, but I'm not sure what else I'm breaking by doing this.
Does this break anything else? Should I just leave this field blank, and
disable all the workflow relating to the Person ID on the
Incident/Problem forms?
Any help would be appreciated.
Thanks,
Derek
--
Derek Fernandes
Programmer Analyst
U of C Information Technologies
ES 1010, University of Calgary
Calgary, Alberta T2N 1N4
403.210.9879
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