Well, that is one of the main reasons for the Interface_create form - to collect and validate the data prior to creating a Request. You will either have to put some dummy data in the fields it requires, or disable the validation workflow (not recommended, due to probably downstream effects).
In this case, the person "entering" the request shouldn't have too much effect on the assignment routing, unless you are pretty granular with that. Usually, when requests or Incidents are created by some generic means, the first stop is to have someone do triage on them and properly categorize them, so that the assignment engine can route it properly. Is there truly no way to capture the real requester? Then how does the Assignee know who to contact or help? If you do have that data, perhaps you could use your generic account for the Person data, and the actual requester as the Contact. Rick On 12/19/07, Brandi Barbour <[EMAIL PROTECTED]> wrote: > > Thanks for the information Rick. When I change the form to use > SRM:RequestInterface_Create it asks for a Person ID, login Id and a few > other fields. The user entering the ticket does not have a person id in > the People form in the remedy system. If I choose a generic account to > hardcode to that field then that will affect the autoassignment and not > route it incorrectly, correct? > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook > Sent: Tuesday, December 18, 2007 2:13 PM > To: [email protected] > Subject: Re: API entry ITSM 7 > > ** > Brandi, you need to submit your record to the > SRM:RequestInterface_Create form, which will then do the necessary > validation (and retrieval of fields like Group IDs) and push the record > out to the customer facing forms. > > Rick > > On 12/18/07, Brandi Barbour <[EMAIL PROTECTED]> wrote: > > All, > I am using an API to insert records from a .Net interface. The > records > are being inserted into the SRM:Request form so the remedy otb > workflow > can handle everything else. All is well except when insterting > the > record I am getting an error that there are not any groups to > autoassign > the ticket to. And I need to manually assign ticket. I have > configured > the CFG:Assignment and put a location and a categorization tier > 1 in > there to autoassign to a specific group. However the > information I am > inserting from the .net interface is a user that is not in > People form > but does have the same location and catergorization that I > configured in > the CFG:Assignment form. > When I use the requester wizard and submit a request it works > fine, but > it is a person from the people form. > Any ideas on how to get the autoassignment to work for entries > that > don't have people entries in people form? > Thanks, > Brandi > > > Platform is as follows > ARS 7.0.1 > Incident and Change 7.0.1 > Windows 2003 > SQL 2005 > > > ________________________________________________________________________ > _______ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com> > ARSlist: "Where the Answers Are" > > > > __20060125_______________________This posting was submitted with HTML in > it___ > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
