To add to that, if you were to somehow allow unregistered users to submit an incident/service request you would have no identification for who the request came from or how to get ahold of them unless they key this info in appropriate fields on every service you have published in SRM. You will likely have users entering generic descriptions of their problem with no contact information and you would be unable to trace who submitted it and follow-up: Leads to "unresponsive" perception of IT and frustration for the customer.
Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Friday, May 11, 2012 2:25 PM To: arslist@ARSLIST.ORG Subject: Re: Granting access to SRM for AD authenticated users ** To properly use SRM all users must have a People entry, Authenication can then be AD. -----Original Message----- From: Antonio M <antonio.rem...@gmail.com> To: arslist <arslist@ARSLIST.ORG> Sent: Fri, May 11, 2012 3:01 pm Subject: Granting access to SRM for AD authenticated users ARSlisters Had a question about how to leverage to "AREA LDAP Configuration" form in the ITSM v7604 SP2 for users that: 1) Have been AD authenticated 2) Do not have a Remedy account and no record in the User form. We're looking to give these users access to create a SRM entry or query on an existing entry. I've read the v7604 "Integration Guide" and the "Configuration Guide" but haven't found any useful information. I'm able to AD authenticate users w/o Remedy accounts, then assign the AD authenticated user to the "Service Request User" group. Here is a screenshot of the AREA LDAP config settings I've used: http://photos.smugmug.com/photos/i-vhNSHRC/0/O/i-vhNSHRC.jpg The 20213 in the DEFAULT GROUP(S) field is the "Service Request User" group while the -20213 in the ROLES LIST is the role of "Service Request User". Can this be accomplished or do we need to create a User account before a person can utilize the SRM module to create an entry? I've contacted BMC support but they haven't been able to provide much information/documents and keep refering me to the "Integration Guide" which isn't too useful. Thanks in advance for your help! ~Antonio _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org/> attend wwrug12 www.wwrug12.com<http://www.wwrug12.com/> ARSList: "Where the Answers Are" _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
