I see what you mean.. yes that unfortunately is as designed.. I haven't come across an option wherein you can change that.. They should have tied that function to the Request_Identifier available in the Form View Properties under the form Aliases.. Even if they did that, that identifier displays the whole list of fields and not uniquely indexed fields. Joe
----- Original Message ---- From: Lisa Westerfield <[EMAIL PROTECTED]> To: [email protected] Sent: Wednesday, August 20, 2008 4:27:23 PM Subject: Re: Application "File, Send, Request" settings ** In an incident, we click on the menu toolbar File, Send, Request, then we choose whether to send it to the desktop or send it to an email recipient. When you choose to send this to an email recipient, the user’s email application opens with the entry ID in the subject line instead of the User-friendly Incident ID. Thanks - LisaD From:Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Wednesday, August 20, 2008 3:01 PM To: [email protected] Subject: Re: Application "File, Send, Request" settings ** Are you talking about an email notification? Or are you talking of an Alert? I dont quite understand what part of the notification you are referring to as the 'subject line'.. The Subject of the email which is constructed in the Subject field in an email notification filter??? Joe ----- Original Message ---- From: Lisa Westerfield <[EMAIL PROTECTED]> To: [email protected] Sent: Wednesday, August 20, 2008 3:27:07 PM Subject: Re: Application "File, Send, Request" settings ** Sorry, I wasn’t clear on what I was asking. What I meant was how do we disable the menu option. Even if we disable the shortcut, the subject line still contains the Entry ID vs the Incident Number <sigh> FYI - I am customizing a workaround to encourage people to use the Email System functionality in the tool. By modifying the workflow so that they can add multiple contact emails in the Internet Email field easily, it will be more advantageous for them to use the Email functionality in the tool instead. Thanks again - Lisa From:Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Wednesday, August 20, 2008 2:05 PM To: [email protected] Subject: Re: Application "File, Send, Request" settings ** On the notification filters there will be a check mark that indicates you want to send the shortcut. Joe ----- Original Message ---- From: Lisa Westerfield <[EMAIL PROTECTED]> To: [email protected] Sent: Wednesday, August 20, 2008 2:33:53 PM Subject: Re: Application "File, Send, Request" settings ** Yeah, no kidding… Do you know how I could disable the Send/Request option? From:Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Wednesday, August 20, 2008 12:43 PM To: [email protected] Subject: Re: Application "File, Send, Request" settings ** It would have been nice if the Alert mechanism could have been configured for certain forms to identify a record from a combination of fields.. For eg if an application was built and designed in a way that values in Field1, Field2 and Field3 would uniquely identify a record, to use those values to build the notification URL :-) or even better if it was flexible enough to construct a URL from a more complex query than just EntryID='000000xxxxxx' Joe ----- Original Message ---- From: Lisa Westerfield <[EMAIL PROTECTED]> To: [email protected] Sent: Wednesday, August 20, 2008 1:32:59 PM Subject: Re: Application "File, Send, Request" settings ** 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___ TuringSMIis 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. 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