Hi. I believe there is a Requester, and also a Contact field. Could it help?
Matt Laurenceau Senior Community Ambassador, BMC Communities [email protected] Follow me @Matt_L Skype: matt.laurenceau On 19 oct. 2011, at 19:14, "Babineau, Robert" <[email protected]> wrote: > Hello Listers, > > We are currently running an ITSP 4.0 solution in our organization and we are > kicking off a project to upgrade to ITSM 7.6.04 (or 7.7). One of the issues > we have with the new system is a “Requested By on behalf of a Requester” > model isn’t supported in the incident form. For example: > > A person for company X (contractor) is onsite at company Y. This person is > calling the helpdesk and either reporting an issue or requesting something > small (access to a shared drive). The SLA for this incident needs to be for > company Y (where the person is located), not company X (the company that the > person actually works for). > > In ITSP, there is a “People Company” field and a “Location Company” field, > but in ITSM there is not. Has anybody on the list had to deal with this > issue in ITSM 7.6? If we customize the app to include this new “location > company” field, it may be quite a large undertaking (people searches, SLA, > OLA, etc). We can create generic profiles for the companies to whom we are > creating the ticket, but we might lose tracking as to whom the incident is > associated (person). > > Thoughts? > > Robert Babineau, P.Eng. > Bell Aliant > [email protected] > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > 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"
