Elry, thanks for your reponse. How can I tell if we have SRMS ?
Is it part of the ITSM Suite ? Looking at the Remedy website it says the IT Service Managemennt suite consists of: Service Desk (Incident and Problem Management) Change Management Asset Management Service Level Management and I think we only have Service Desk. thank you Colin ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 Colin Chapman, UNCW Phone: 910-962-7356 Email: [EMAIL PROTECTED] -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Elry Sent: Friday, June 01, 2007 9:35 AM To: [email protected] Subject: Re: ServiceDesk 7 Requestor Console customization question 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
