Oh, I see. Aside from creating additional buttons and workflow on the Requester console, it might be worth it to investigate an email engine solution. For example, the resolution email could be sent to the incident owner, at which time they could respond with "Close" or "Reopen", or whatever the appropriate status change is.
This is assuming you use the Email Engine today. Other than changing business process, that's my 2 cents. Thanks, Lisa ----- Original Message ----- From: Action Request System discussion list(ARSList) <[email protected]> To: [email protected] <[email protected]> Sent: Tue Jan 22 20:11:47 2008 Subject: Re: Closing Incident from Requester Console 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"
