We use Kinetic Request for that. Some service items submit the logged-in user as the customer/requester, while others allow the logged in user to be entered as the the Contact person and submit someone else as the customer/requester. We used ARSPerl scripts to do the same in the past, but ARSPerl no longer works properly with ARS 7.1 anyway. You would have to do a fairly major customization of the Requester Console to get this kind of capability worked into it, and I would avoid that. I do not know if BMC Service Request Management can do this because we stopped evaluating it after seeing the pricing model. In addition to Kinetic Request, there are other non-BMC customer interfaces to ITSM on the market already (like the one Gidd just mentioned), but they solve a host of other customer self-service issues beyond just proxy ticket entry, and should be examined in that wider context.
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Muhlethaler, Laurie Sent: Wednesday, April 02, 2008 11:01 AM To: arslist@ARSLIST.ORG Subject: Requester Console customization ** Listers ~ checking to see if anyone has customized the RQC to allow end users to submit issues on behalf of others. If so, any suggestions? Database: SQL Server 2005 O/S: Windows 2003 (server), R2 XP Professional (client), SP2 Apps: Action Request System 7.1 patch 1 Service Desk 7.0.3 patch 6 Laurie Muhlethaler Remedy Developer / Administrator First Republic Bank 415.364.4436 The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its subsidiaries do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
