There is a place to put the information of the Contact (who called) and the Customer (who is entitled to the service). The contact is calling on behalf of the Customer. That should meet your needs.
Kelly Deaver
L-3 Stratis / FAA Contractor
L-3 Stratis / FAA Contractor
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_-------- Original Message --------
Subject: Service Provider Model
From: "Babineau, Robert" <[email protected]>
Date: Wed, October 19, 2011 12:14 pm
To: [email protected]
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"
