Hey Colin... If you are on version 7 - are you using the new SRMS (Service Request Management System)?
This new system allows the User to select from a service catalog of Service Request Definitions. These Service Request Definitions are built on a process model that allows you to embed incident, change, and work order templates seamlessly into the Service Request. To the end user it looks like they are creating a simple request, but in the background based on the service catalog item chosen - the Service Request Definition will allow for the background creation of a request in any of the modules (even multiple request creation can be done). Note: if you are using SRMS 7 or plan to install it - it will disable the old Requester Console. On May 31, 10:50 pm, "Chapman, Colin" <[EMAIL PROTECTED]> wrote: > My college has just requested that the Requestor Console use the > Incident Templates instead of the > Summary Definitions, meaning when someone enters a Request they get to > pick from Incident Templates > instead of Summary Definitions. > > I think I can figure a way how to do this, but my question, since I'm > not so familiar with handling > help desk tickets, is this a valid request ? > > We are currently using HelpDesk 5 in production and have ServiceDesk 7 > on a test server, and not > much testing has been done. We are still really in the configuration > phase, configuring Incident Manager > so it will work for us. > Up to now the customizations requested have been only tweaks, but this > seems a major change to the > way Incident Manager has been designed to operate. > > tia > > Colin > > ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 > > Colin Chapman, UNCW > > Phone: 910-962-7356 > > Email: [EMAIL PROTECTED] > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where the > Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
