Thanks guys, your help is appreciated. Sivarama
On Wed, Jul 30, 2008 at 11:31 AM, Leonard Neely - FOJ < [EMAIL PROTECTED]> wrote: > ** > > You can create a "-Global-" or company specific Assignment record (one that > doesn't have any Operation Categorizations associated with it) to handle > requests that were typed in, and have these assigned to a specific support > group. If such an assignment record doesn't exist, the request will get > stuck in the "In Process" status, with an error message indicating the no > assignment record could be found, and that you need to manually assign to a > support group (which obviously, you can't do from the Requester Console. > > > > HTH > > > > Leonard Neely > > > ------------------------------ > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Lisa Westerfield > *Sent:* Wednesday, July 30, 2008 11:03 AM > *To:* [email protected] > > *Subject:* Re: CTI routing in 7.1 > > > > Good question, and unfortunately the answer is that it will remain "In > Process" unless there is a summary or solution configured to handle the > specific request. > > > > If there are errors, the support staff will have to correct the errors and > then retry the request. We are not actually using this feature in my > current implementation due to the limitations, but we did go through a lot > of discovery around it with my last implementation and I'm not entirely sure > that they are using it either. > > > > As an alternative, you may consider using the email engine integration to > submit issues into Incident Management, if your client has implemented this > feature. I have not done a full email integration to allow users to submit > via the web as of yet, so my knowledge in this area is what's in the BMC > documentation. > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti > *Sent:* Wednesday, July 30, 2008 12:35 PM > *To:* [email protected] > *Subject:* Re: CTI routing in 7.1 > > > > ** > > 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 > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > > *Error! Filename not specified.* <http://www.bmc.com/userworld/> > > > > TuringSMI is a Platinum Sponsor of both BMC UserWorld Events > > *Email Disclaimer* > This email has been sent from the TuringSMI Group > > This message is subject to and does not create or vary any contractual > relationship between TuringSMI, SMI Technologies, SMI Telco, its > subsidiaries or affiliates and you. Internet communications are not secure > and therefore the TuringSMI Group does not accept any legal responsibility > for the contents of this message. Any views or opinions expressed are those > of the author. This message is intended for the addressee(s) only and its > contents and any attached files are strictly confidential. 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