Hello Listers, ARS 6.3 Patch 21 MS SQL Server 2000 Home-Grown Helpdesk
This is more of a conceptual question. Do you store multiple CTI's in the HD Ticket? I don't have access to ITSM forms so I don't know if they use joins or are all of the CTI's regular character fields on the same form. I was thinking that the CTI's could be stored in a "CTI" form that is displayed in Display Only fields on the actual Helpdesk form. A join could be used to get reporting or even sub-reports in Crystal reports. I am also working on data driven notifications and I thought I could wrap this all up together. I want to store Asset CTI's and Problem CTI's because the customer is asking for a matrix of people to be notified for Asset A with Problem X goes to Smith and Jones, Asset C with Problem X however goes to Sacco and Vanzetti. Of course any Asset with Problem Z goes to the whole list. Just thinking out loud. I hope someone has a white paper or some concept of operations stuffed up their sleeve. TIA, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
