Hi Lisa, Thanks for your insight. The reason for wanting a quick close button on the Requester Console is that, on our end (operating company), we can only take the incident up to "complete/resolved" status. All of our clients who logs their support issues on the console are the only ones who can sign-off or "close" the issue once they feel that the resolution we provided was acceptable. Otherwise they can re-open the issue or cancel it (these 2 options already exist, just not the "close" option.) Since they are clients, they will not have any access to the Incident Management console and it would be counter-productive for us if the client would keep calling us/sending us email requesting to close the incident instead of just giving them the ability to do so.
Elinore On Jan 22, 10:43 pm, Lisa Westerfield <[EMAIL PROTECTED]> wrote: > 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) <[EMAIL PROTECTED]> > To: [EMAIL PROTECTED] <[EMAIL PROTECTED]> > 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 atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
