The Submitter is ONLY correct in the Service Request form, which the customer can access through the Requester Console. The Incident created by the Service Request has a Submitter of Remedy Application Service, and unfortunately the OOTB customer notifications take them to that record rather than to the Service Request. Incidents created by support staff in the Incident Console have a Submitter of the support staff member, but generate a Service Request (when working properly) with the Customer as Submitter. Again, if the notifications were correct, this might actually work correctly OOTB for customers with Read licenses. Alas,.....
Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, September 26, 2007 2:57 PM To: arslist@ARSLIST.ORG Subject: Re: Incident & Problem...Separate Purchases? OK, well that makes sense. Now hoping for an answer to my other questions! -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders Sent: Wednesday, September 26, 2007 2:49 PM To: arslist@ARSLIST.ORG Subject: Re: Incident & Problem...Separate Purchases? Hi Norm My memory is playing some tricks... doh. Here's the link to the earlier thread I remembered: http://www.nabble.com/Re%3A-Submitter-Mode---Locked-...Brute-force--p115 4593 3.html It seems the Submitter field is set correctly from the Requester Console, but not from elsewhere in ITSM7, so Requesters can only update with a read-only license if they personally created the request, not if it was logged on their behalf. David Sanders Remedy Solution Architect Enterprise Service Suite @ Work ========================== ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Don Simmons Sent: Wednesday, September 26, 2007 7:53 PM To: arslist@ARSLIST.ORG Subject: Re: Incident & Problem...Separate Purchases? The Requester Console can be used with just a read license. The user will have access to Approval Central and Requester Console form the Home Page. They will be able to submit Change and Incident request. They can also view their submitted request. Don > Date: Wed, 26 Sep 2007 13:14:05 -0500> From: [EMAIL PROTECTED]> Subject: Re: Incident & Problem...Separate Purchases?> To: arslist@ARSLIST.ORG> > Is David correct? Can the Requester Console *not* be used with just Read> licenses? Do you need write licenses (i.e., purchased) licenses to> access it?> > So is SRM the product intended to be used by end users (customers) to> submit tickets?> > And I've heard from others that Problem and Incident are licensed> separately. If they're bundled into Service Desk, why are they licensed> separately?> > -----Original Message--- ________________________________________________________________________ _______ 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"
