Hi Lisa,
I have one more question for you. What if user instead of
selecting from the summary field (the definitions we have configured) for a
request, types in his own summary in the field? then its not going to get
routed as the routing is only defined for the ones we have in the summary
field. Its just going to end up as an error. Do we have any alternate for
this?? Or how can we overcome this criteria??
Thanks
Sivarama
On Wed, Jul 30, 2008 at 9:54 AM, Lisa Westerfield <
[EMAIL PROTECTED]> wrote:
> **
>
> You would actually set up "Summary Definitions" for the requestor console
> in Application Administration Console/Requestor Console/Summary Definition.
> When you configure these, you will specify whether or not the request is
> going to generate an Incident or Change.
>
>
> The user selects a Summary Definition that you have configured, and based
> on that the request will be opened as an incident or change. When the
> incident or change record is submitted, it will reference the Assignment
> Engine form for who to assign it to (just as if you created it directly in
> the incident form)
>
>
>
> The user may also choose solutions based on the summary definition they've
> selected, which will then use the categorization and routing from the
> solution record.
>
>
>
> There is a lot more to it than that, but hopefully that helps a bit.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti
> *Sent:* Wednesday, July 30, 2008 11:23 AM
> *To:* [email protected]
> *Subject:* CTI routing in 7.1
>
>
>
> **
>
>
> Hi Group,
>
> I trying to configure the remedy 7.1 for my company. Now I have
> some questions. Currently in our organization in 6.3 we have Category, Type,
> Item in the requestor console based on which the request is routed to the
> appropriate group. But in 7.1, I don't see any option that is analogous to
> that in the requestor console. How do I set it up do out of the box. I am
> strictly to stay away from customizations. The idea that remedy 6.3 supports
> something and 7.1 does not sounds improbable. Is there any thing that I am
> missing out here? In 6.3 again there are two options create a change request
> and help desk request. In Remedy 7.1 I have only one option which says
> create a New Request. Please help me understand what needs to be done to
> accomplish the above business needs.
>
> Thanks
> Sivarama
>
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--
Sivarama Velicheti
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