Joe, I think it would work, but I haven't fully investigated that aspect of 7 yet. Generally speaking, these are the facts that I think should combine to make it work.
1. Guest Users get a read license. 2. The value in $USER$ is whatever the user typed into the login field on the login screen. 3. Regardless of license type, users can view any record to which they have permissions. Submitter mode locked: 4. Allows users without a write license to submit requests. 5. Allows users with only a read license to modify requests if the value of $USER$ matches what is in the submitter field. 6. Prevents the value in the submitter field from being changed once it has been set. (this mode should really be called "Submitter field locked", but maybe that's just me.) 7. Allows you to put any value in the submitter field on Submit. This does NOT have to be $USER$. (I only recently came to this understanding, and I have tested it) So, guest01 submits the service request. When the request is closed, a survey record is created and workflow on submit sets the Submitter field to something unique to the individual (full name maybe? employee id?). When the survey gets sent out, include the login name (whatever is in the submitter field) they should use to respond to the survey. From your example, you already have them thinking they can respond to a survey with a different login than the one they used to submit the request, so this shouldn't be any great leap for them. I don't know how Single/Multi tenancy would play into any of this. There are some aspects of your example I don't fully understand (like allowing guest02 to respond to a survey for guest01) so maybe none of this makes sense, but I hope it helps somehow. Thad Esser Remedy Developer "Argue for your limitations, and sure enough, they're yours."-- Richard Bach "Joe D'Souza" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 04/27/2007 03:42 PM Please respond to [email protected] To [email protected] cc Subject Re: OTB ITSM 7.0 Surveys... ** Thad, Yes Remedy support pointed me out to that, but that might still not work for a situation where you would like guest users to fill in the survey.. Or would it? For e.g. if I log in as guest01 to create a request and after the request was resolved the incident survey is sent to me, but then I log in as guest02 to respond to it. Would the single/multi tenancy switch help by changing the submitter mode to locked? I don't think it would. A submit based survey usually isn't dependent on the login of the user but rather the instanceId of the survey being sent out. That instanceId is set on the response thus validating in the system whether or not the survey was responded to. Isn't that how a submit based survey generally should be designed? Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Thad K Esser Sent: Friday, April 27, 2007 5:41 PM To: [email protected] Subject: Re: OTB ITSM 7.0 Surveys... ** I was just reading the Change Management User guide for 7 and came across this on Page 49 (Chapter 2, "Working with the Requester Console"): "Also the AR Submitter locked mode must be enabled for users with read-only license to respond to surveys" Maybe that helps? Thad Esser Remedy Developer "Argue for your limitations, and sure enough, they're yours."-- Richard Bach "Joe D'Souza" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 04/27/2007 01:30 PM Please respond to [email protected] To [email protected] cc Subject OTB ITSM 7.0 Surveys... Tell me that they haven't changed it from its earlier version.. From what it looks like, surveys in the new version seem to require write licenses? Isn't it a 'Submit' based system anymore? A user on our test system after receiving a notification for an after service survey requires a write license to rate the service.. That is downright stupid if you have to grant write licenses to every end user just to fill in a survey! Tell me I'm doing something wrong and the design of surveys still remain designed as a submit based system.. Joe No virus found in this outgoing message. Checked by AVG Free Edition. 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