what is up,,,just got off the phone with mutarelli...> Date: Wed, 18 Jul 2007 16:08:29 -0400> From: [EMAIL PROTECTED]> Subject: Re: Providing Read/Write Access Without Buying Licenses? I Doubt It> To: [email protected]> > That's the way it is in the ITSM suites (at least pre-7.0...I haven't seen> the 7.0 inner workings yet). A filter sets the Submitter to the Requester's> login name. > > Tim> > -----Original Message-----> From: Action Request System discussion list(ARSList)> [mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head> Sent: Wednesday, July 18, 2007 3:59 PM> To: [email protected]> Subject: Re: Providing Read/Write Access Without Buying Licenses? I Doubt It> > Or another 'option' they might suggest is to provide an option on submit of> 'who do you want this submitted as'....then create all of the records as> that user ID...remember the submitter doesn't need to be $USER$...it can be> any user you want...I think that would fit all of the requirements to make> it user maintainable and not cost any more licenses and stay within the BMC> model > > -----Original Message-----> From: Action Request System discussion list(ARSList)> [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick> Sent: Wednesday, July 18, 2007 1:46 PM> To: [email protected]> Subject: Providing Read/Write Access Without Buying Licenses? I Doubt It> > Here's an interesting for for y'all.> > We have a very good and fairly long relationship with a BMC partner that we> use for consulting/development/purchasing and, when the time comes in> November or so, we will also be using them for support instead of BMC.> > First, a little background.> > We use Remedy Customer Support 5.6 with a not-too-customized version of the> Customer Access Interface deployed through the mid-tier. The submitter mode> on the AR server is locked, so that customers with account using read> licenses can submit and work their own tickets through the web. However, we> have many customers that insist on using the phone for the initial> submission of an issue, and then want to work the ticket from then on> through the web. You see where I'm going with this? The customer can't> update tickets via the web if they were not the submitter, unless they have> a fixed or floating license.> Floating licenses are expensive, so we've been reluctant to go down that> road.> > Our VP of support doesn't like the BMC partner that we've been using nearly> full time for the past two years (they're GREAT, BTW), so now this VP is> bringing in another consulting firm who claims that for $6400, they will> solve the customer access interface licensing "problem" without purchasing> any new licenses from BMC and also in a "BMC approved" manner.> > I call B.S.> > First, I find it hard to believe that BMC would allow some sort of scheme> where you can get away with not buying licenses and still give your customer> base read/write access to their tickets.> > Second, how else would one run a server in locked submitter mode, while> still allowing customers to modify "their" tickets even if the ticket was> submitted on their behalf by a tech support agent? The first thing that> comes to mind would be to have a trigger or scheduled job or something at> the database level change the submitter column to the customer's login name> on insert of a new record. I seriously doubt that's a "BMC approved"> solution.> > Perhaps this firm is going to suggest something like having the customer's> "log in" but all the actual interaction with ARS will be proxied through a> single user with a fixed license and all the necessary permissions. But even> that seems like something that BMC might balk at.> > Thanks.> > Mike> > ____________________________________________________________________________> ___> 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"> > _______________________________________________________________________________> 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"
