Elinore, My initial curiosity makes me ask: - what audience do you want to quickly close incidents from here? - why do you want them to have a quick link vs opening the incident and providing information before closing? Considering that your support groups are already working on them.
Besides that... The purpose of the Requester Console is to provide a portal for guests, or essentially any person with less than basic Remedy access needs, so they may make requests for work. The other consoles are more intended to interract with requests by providing many more options. In addition, the Requester Console actually displays 'request' records which are related to incidents under the covers. Those records are only related to other incidents or changes if there is a record number in the first column, otherwise it's still a request record with errors. From my experience, I wouldn't expect that a quick close option would be as common from a console as the user should have to provide more information for resolving or closing, which would require an additional window pop or to open the record entirely. As I said, "I wouldn't expect it", because I've never experienced a situation where requesters could influence a record once level 2 has begun work on it, without more information. But then again, someone out there could be working differently. Hope that is somewhat helpful. -Lisa ----- Original Message ----- From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> To: arslist@ARSLIST.ORG <arslist@ARSLIST.ORG> Sent: Tue Jan 22 02:21:14 2008 Subject: Closing Incident from Requester Console Hi all! I was wondering if anyone has ever done closing an incident from the Requester Console? Can anyone share their experience? I know that from the Requester Console there is a Reopen and Cancel buttons but no way to close the incident from there without having to go to the Incident Management Console and try to execute "Incident Closure" quick actions or open the incident itself and close it from there. Ideally I was wanting to bring the "Incident Closure" quick action to the Requester Console but it wasn't as easy as I thought. So I wanted to ask here if anyone else has successfully done something like this or if any of you has other ideas on how to accomplish this. TIA. Elinore _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
