Claire: I don't know of a way to do what you're asking with regard to the templates, short of adding all your users to a common group and making the template available to that group. However, if you have as many ITSM users at your site as we do, that would be even more painful than adding all your groups to the template!
Seems to me like you might do better to create a customized button that uses either email or a web service to submit your tickets, though I can't say offhand that I've ever seen something like that done from within ITSM at our site - all the instances I'm familiar with where we've done that were outside of Remedy. Maybe some of the other developers can speak a little more intelligently to that point? We also use Kinetic Data's Kinetic Request product for submitting ITSM tickets via web form at our site. We offer to set up a Kinetic Service Request for all of the new groups that want to come onboard and use ITSM, and a large number of those forms get added to our Service Catalog. Not all have the need for a Kinetic form, but for the most part, it works great. We have a handful of Remedy support groups in ITSM, and our form submits to the appropriate team based on what application the user's question is regarding (which they pick from a dropdown and corresponds to a Product in our Product Catalog). But you can pretty much design the forms however you want - radiobuttons for common issues that always set a particular Summary, dropdowns for Impact and Urgency (or, alternately always hard code them behind the scenes to the same thing), other standard controls for asking a bunch of detailed questions about whatever the request is that get added to the Detailed Description. You're really only limited by your imagination. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ITSM Tester Albuquerque, NM USA (505)844-7983 [email protected] -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Sanford, Claire Sent: Tuesday, July 31, 2012 10:16 AM To: [email protected] Subject: [EXTERNAL] ITSM 7.6.04 Incident Templates I have read the documentation, looked on the developer community and even in old ARSList email... Is it possible to create a template on the Incident form that ANY group can use? We have a need to create an Incident template that anyone can use to report a missed email/page from Remedy. In my 6.3 system I had a button that I had workflow attached to that created the ticket and assigned it to the appropriate group and anyone who had a write license could use it. The templates in 7.6.04 require all of the groups to be added. This is a pain! ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Oracle Win 2008 Server Claire Sanford Information Systems Division Memorial Hermann Healthcare System [email protected] _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.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"
