Chris - thanks for the plug.
But yes - the Kinetic Request product is an excellent solution/strategy to allow access to the Remedy system for "end-users". I think the crux of the problem is -- you want a front end that is easy to make requests. You also want the fulfillers of requests to be able to directly fulfill a request and not circle back for clarification or for more data. In order to have the fulfiller be able to directly fulfill - you need to ask specific questions to the "end-user" and guide them through a specific form process to gather the correct data. However, in the Remedy world - that translates to a "custom form" -- which in the long run is a bad strategy. If you build a custom Remedy form for every Request type that comes in -- you are opening yourself to a long-term maintainance problem. In addition - if you do custom forms - that means you are doing Remedy development and that requires a significant skill level to do so. It also means - you are exposing risk to your Remedy system to potential headaches - as the Admin tool basically is an all or nothing tool. If you don't build a custom Remedy form for every Request type - you now are doing a "generic approach" which goes in to a generic CTI with generic priority etc.... Which then needs to be viewed - and put into the correct CTI. Which then that person (the fulfiller) needs to fire off an email to the requester to get more data/etc... (AKA time/money/frustration) Of course - you could do what the Requester Console does - and provide a "quick list" of 10 common items -- but a valuable list would be 200 items -- but nobody will traverse a list of 200 items - therefore you do 10 items (and miss the opportunity for a nice end user process). Also - you come up with descriptions like "Order <NUMBER OF CARDS> business cards (Note: put in a number for the <NUMBER OF CARDS> field in the description." To which the requester submits "Order <lots> of business cards" ------ ugggggggggg Enter Kinetic Request - we allow you to configure forms and processes within the Remedy system - and not create real Remedy forms, filters or active links. We do it in a risk free/scalable way that does not require the Remedy Admin tool to do so. If you would like a demo - feel free to contact me. -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] -John On Wed, Apr 2, 2008 at 12:31 PM, strauss <[EMAIL PROTECTED]> wrote: > ** 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. 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