Incident has both customer and contactfields. If you use service request management to register incidents, there is a 'request on behalf of' feature there. If I am not mistaking then the requester(contractor) would be the contact for the incident and the person requested on behalf of would be the customer. Service level targets could then attach on the customer company and not the contacts company.
Br, Steinar Den 19. okt. 2011 kl. 19:30 skrev Matt Laurenceau <[email protected]>: > 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
