I was afraid of that - thank you for the information! ~It is what it is~
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Wednesday, August 20, 2008 12:29 PM To: [email protected] Subject: Re: Application "File, Send, Request" settings ** I cant say I am too fond of this either, but that is the way the ITSM application is designed. Unfortunately the alert mechanism constructs its URL by using the Request ID (Field ID 1) as the identifying piece of information, whereas the Incident Number in ITSM 7.x is the number generated by workflow and there is no relation between the two. The only way for your users to search for their requests is to make sure you have the incident number embedded in the notification message and have your users to use that instead of the ID that they see on the notification URL. Joe ----- Original Message ---- From: LisaD <[EMAIL PROTECTED]> To: [email protected] Sent: Wednesday, August 20, 2008 1:14:26 PM Subject: Application "File, Send, Request" settings All: My current implementation is using the File/Send/Request option from the toolbar in ITSM7. They have the option to send the request to Mail Recipient or Desktop. Either way, the ticket number that displays for the file name and the subject line is actually the Entry ID and not the User-friendly Inciden#. The problem is that they are sending these to email recipients, but the enttry ID is not something that they can locate their incident with, unless they happen to know that this is the hidden Entry ID. Does anyone know where and/or how to change this so it will show the User-friendly ID and not the Entry ID? Thanks, LisaD ----- Lisa W [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 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. If you have received it in error, please contact the sender on the number above. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
