I would expect this to be a fairly messy customization simply because the incident templates have their permissions restricted by Company and visibility is by Support Group, and customers operating the Requester Console are not going to have those kinds of permissions assigned to them. Maybe in a single-tenancy environment, but not in a multi-tenancy system such as we are planning. In addition to the workflow issues, you will have to overcome these permissions issues. The other issue is that many of the data values stored in a template have no place to go in a Service Request - they are specific to a full Incident form. Your best approach may be to add a means for the incident template to be selected for the new Service Request, then store the specific template id and use custom filters to pull its remaining data into the new incident. Otherwise you are going to have to add a lot of custom fields to the Support Request to carry the template data over into the Incident. The Service Request module's CAI integration is already pretty fragile in our experience, so adding a lot of additional fields isn't going to make things better.
Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chapman, Colin Sent: Thursday, May 31, 2007 9:51 PM To: [email protected] Subject: ServiceDesk 7 Requestor Console customization question ** 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] __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
