Keep in mind that depending upon the categorization that the customer selects in the Requester Console, they will create EITHER a trouble ticket (HPD:Help Desk) OR a change request (CHG:Change) in the OOTB implementation.
We used it on our 5.5.1 system; most people hated it, and I created a bunch of ARSPerl pages to supplement it for end-user customers (IT staff still used the Requester Console if they were avoiding the full size forms - it was faster than the full size form if you made good use of the categorizations and templates). For ITSM 7.0 we implemented Kinetic Request instead of the ARSPerl pages; that product will also work as a front end to ITSM 5.6, and you might consider that as it would be portable across any future version of ITSM that you could deploy, or any custom app. 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 Brad Terhune Sent: Thursday, March 10, 2011 2:22 PM To: [email protected] Subject: Helpdesk 5.6- Customers generate their own Remedy tickets? ** Good afternoon listers! I know this is a very general question. I'm planning an update to Service Desk very soon. However, in the meantime, I wanted to create a portal where our customers could log in (using AD, already enabled) and submit a service request directly into the Remedy system. Do any of you all do that with Helpdesk 5.6 workflow (older I know). What form did you use to create the portal? Or did you have to write something special? I seem to recall a setting that needed to be clicked in the Administrator tool to give folks create and modification access to only their own tickets? Any feedback would be great. I'm just trying to figure out the best place to start. Currently, our Helpdesk and onsite techs use the HPD:Helpdesk form in the Support view for pretty much everything. Thanks. Brad Terhune [email protected]<mailto:[email protected]> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
