The Requester Console is indeed "usable" for a limited range of functions, and we have had the 5.5 version of it up and running for computing center employees for years, but it is admittedly one of the reasons that many of them _hate_ to use Remedy at all. We have had much better success with scripted ARSPerl web pages as a point of entry for customers. Anyone trying to put a service catalog-oriented face on ITSM 7 to replace the Requester Console should take a serious look at Kinetic Request. We just finished training on it, and it is a more mature application for creating service catalogs and service items on the front of ITSM, or any custom app for that matter. It contains all of the tools for creating custom web interfaces with the data being stored in Remedy tables, and has its own tasks for pushing data into ITSM or other forms as well as notifications and approvals. The hardest part for us (right now) is figuring out exactly how to fit it into the ITSM 7 application - which processes to move to Kinetic and which to leave in Incident, which to combine (start in KR and end in Incident), and what to do with the default Service Request and CAI subsystem hiding behind the Requester Console (disable it??). I would be curious to know who else is trying to do the same sort of thing. It looks like it will be able to replace all of our ARSPerl web interfaces (to include scripted questions and responses, error-trapping, pattern matching, and tightly-controlled field mapping for ticket creation), and will allow us to "distribute" the creation and maintenance of those pages (service catalogs and items) to the helpdesk manager and other support groups. We should also be able to control all of the data elements that people are always asking for as custom fields in the HPD:Help Desk form and other ITSM forms by mapping and storing them all in the Kinetic Request base form instead. The best features are that you can build as many customer service web "portals" as you need for different purposes, mapping them to different parts of ITSM or keeping the "tickets" entirely within Kinetic Request, and serve it all up on a dedicated web server that is NOT your mid-tier server. So far the only thing I am losing is the integration that Remedy Knowledge Management ships with for the Requester Console, but theoretically I can duplicate that to some degree within or next to the Kinetic application. A driving force in our decision process has also been the fact that SRM was delivered with a pricing model that is completely unusable in a University environment with tens of thousands of pre-defined potential customers. I would hope that SRM provides a more direct integration into ITSM during installation (like SLM, unlike RKM), but it doesn't matter much if you cannot possibly afford to buy it.... sort of like SIM.
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 Rick Cook Sent: Thursday, September 27, 2007 11:27 AM To: arslist@ARSLIST.ORG Subject: Re: Incident & Problem...Separate Purchases? ** SRM is a more graphically oriented service request interface - click a series of icons to demonstrate what you need done to what, all the while drilling down to the level where an online KB or some other self-service solution could come into play. If support is needed, one can have the Request already created and assigned more accurately than just typing something like "My Internet doesn't work" in a Subject line. If you have seen or used NewScale's product, it's supposed to be sort of like that, only integrated with Remedy out of the box, instead of how they do it. It is, at this time, VERY time-consuming to configure on the back end, though. I would consider waiting another rev. or so if you can, to see if they can streamline that some. Rick On 9/27/07, Ben Cantatore <[EMAIL PROTECTED]> wrote: Going to agree with James, the requestor console is good for what it is. Its not pretty, but its functional. I currently have it in production and it works fairly well for the users that want self service. We are looking into SRM, so I'll give an opinion on that when I've actually seen/used it. Ben Cantatore Remedy Administrator Avon (914) 935-2946 James Van Sickle <[EMAIL PROTECTED] > Sent by: "Action Request System discussion list(ARSList)" < arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> > 09/27/2007 10:53 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Incident & Problem...Separate Purchases? Norm I can't speak to the SRM as I have not worked with it yet. I do have to disagree that the ITSM Requester Console is "practically useless." The console is certainly not the console to end all consoles, but it does make a good starting point as an interface for Joe User into Remedy. Like anything in Remedy, it's true value is determined in how much your own users interact with Remedy. If Requesters are only creating basic tickets, viewing their own tickets, completing surveys, looking for announcement bulletins, and maybe reading a FAQ or two, then the Requester Console can work pretty well. If you need something a bit more complicated, then you are probably better off either designing your own or maybe looking into SRM. Just my two cents on the matter...... (Embedded image moved to file: pic25678.gif)Countrywide James Van Sickle Remedy Developer IT - Remedy Development http://www.countrywide.com <http://www.countrywide.com/> Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL PROTECTED] To N.AF.MIL <http://n.af.mil/> > arslist@ARSLIST.ORG Sent by: "Action cc Request System discussion Subject list(ARSList)" Re: [ARSLIST] Incident & <[EMAIL PROTECTED] Problem...Separate Purchases? ORG> 09/27/2007 08:22 AM Please respond to [EMAIL PROTECTED] RG John, you said the Requester Console is "practically useless." Would you mind expounding on that a bit? I'm trying to assemble as much independent product info that I can from people using/configuring them. I asked this question yesterday, and I'm addressing this to the entire list, but didn't get much response--what does SRM deliver that the Requester Console does not? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ] On Behalf Of john rosquist Sent: Wednesday, September 26, 2007 7:23 PM To: arslist@ARSLIST.ORG Subject: Re: Incident & Problem...Separate Purchases? ** The requestor console is intended to be a light weight "free" front end to incident and change so that users can submit ticket and query for results with out needing an app license. That said, it is practically useless, unless that is all you want or need. Incident and Problem are bundled together under the service desk banner. John ----- Original Message ---- From: Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Wednesday, September 26, 2007 2:55:36 PM Subject: Re: Incident & Problem...Separate Purchases? Thanks... You know, I've seen the Requester Console, and to me it doesn't look like it's intended to be used by an end user (customer). Am I right? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Don Simmons Sent: Wednesday, September 26, 2007 1:53 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: __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
