The field Create Request (Flag_Create_Request) 301674600 on the HPD:Help Desk form controls whether or not a new Incident (created by support staff) will also create a matching Service Request visible to the customer in the Requester Console. Its default value is "No". We initially modified our workflow to always set this to "Yes" on submit in order to guarantee a customer-accessible Service Request for every Incident. We will probably disable that again as we continue our project to put Kinetic Request in front of ITSM as the primary customer interface.
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 Howard Richter Sent: Wednesday, October 03, 2007 9:15 AM To: [email protected] Subject: Re: Requester Console - Not displaying all incident ** 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?nc id=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] __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
