Let me get this straight. 1. You open an incident for a customer. 2. There is no Service Request created.
If that is the case there is a toggle (and I will try to find it) that will cause the system to create a Service Request when an incident is created. We also created some rules that will not create Service Requests for internal use. Howard On 10/3/07, Runar Helle <[EMAIL PROTECTED]> wrote: > > ** > > Hi, > > > > Thanks. > > > > Can you please elaborate that? Are you talking about Service Type* under > Classification? > > > > I tried to register a new Incident with User Service Request as Service > Type, but I can still not see the incident in the Requester Console, even > after logging back in again. It is visible in the Incident Management > Console. > > > > Regards, > > Runar > > > ------------------------------ > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Roger Justice > *Sent:* 3. oktober 2007 15:17 > *To:* [email protected] > *Subject:* Re: Requester Console - Not displaying all incident > > > > ** The Requester Console only shows the Service Requests and do not show > non-service request associated Incidents oe Changes. > > > -----Original Message----- > From: Runar Helle <[EMAIL PROTECTED]> > To: [email protected] > Sent: Wed, 3 Oct 2007 9:05 am > Subject: Requester Console - Not displaying all incident > > ** > > Hi, > > > > We seem to have encountered a strange problem. Incidents reported via the > "Requester Console" is visible to the end user, but Incidents created by > Help Desk staff in "Incident Management Console" is not. > > > > All incidents are visible in the "Incident Management Console", so our > Help Desk can resolve and assign. However, the user cannot update an > incident they cannot see, thus putting more pressure on our Help Desk phone. > > > > There is no difference if I use the Requester Console via local client or > web so it seems to be a problem with the link between the "Requester > Console" and the "Incident Management Console". > > > > I have tried to search the KB and ARSlist with no luck. > > > > AR Server version 7.0.01 200609271856. > > Windows 2003 R2 > > MS SQL 2000 > > > > Any help is appreciated. > > > > Regards, > > Runar > > > > __20060125_______________________This posting was submitted with HTML in > it___ > ------------------------------ > size=2 width="100%" align=center> > > Email and AIM finally together. You've gotta check out free AOL > Mail<http://o.aolcdn.com/cdn.webmail.aol.com/mailtour/aol/en-us/index.htm?ncid=AOLAOF00020000000970> > ! > > __20060125_______________________This posting was submitted with HTML in > it___ > __20060125_______________________This posting was submitted with HTML in > it___ > -- Howard Richter Remedy ServiceDesk Manager CedarCrestone Managed Services Center [EMAIL PROTECTED] _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
