There are many reasons to create a service account People record. You must have a People Record to create the Incident. Remember the name can be From External System. You could then create a simple AL that will not allow an Incident to be created by a submitter that is not allowed, this will work since you will control the submitter of the Incident created from the external system.
-----Original Message-----
From: Brittain, Mark <[email protected]>
To: arslist <[email protected]>
Sent: Wed, Jan 8, 2014 3:53 pm
Subject: Re: User account but no people record
_ARSlist: "Where the Answers Are" and have been for 20 years_
From: Brittain, Mark <[email protected]>
To: arslist <[email protected]>
Sent: Wed, Jan 8, 2014 3:53 pm
Subject: Re: User account but no people record
**
_ARSlist: "Where the Answers Are" and have been for 20 years_
Hi Joe,
If I create a People record then someone can manually create an Incident using this non-person as the contact. Does not matter which status I select on the People record, it still shows. Can’t have that.
Mark
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Joe D'Souza
Sent: Wednesday, January 08, 2014 3:49 PM
To: [email protected]
Subject: Re: User account but no people record
Sent: Wednesday, January 08, 2014 3:49 PM
To: [email protected]
Subject: Re: User account but no people record
**
I highly doubt you could achieve what you want to do without having to break a lot of things as to how they were designed to work out of the box.
Is it possible – sure its only an issue of messing around with permissions, yada yada yada..
Is it recommended? Maybe not. I have not thought this problem out after reading your email, but there is a small chance that you might break some things with multi tenancy or something like that.
The cleaner way would be to create the people record with necessary supporting records in the people permission group form..
What is it that you’ll wish to gain by not having the people record to me present?
Cheers
Joe
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Brittain, Mark
Sent: Wednesday, January 08, 2014 3:37 PM
To: [email protected]
Subject: User account but no people record
Sent: Wednesday, January 08, 2014 3:37 PM
To: [email protected]
Subject: User account but no people record
Hi All,
In ITSM 7.6.04, I am implementing a web service where an external ticket system would send a request to the Incident Interface Create form, create an Incident and turn the Incident Number back to the originating ticket system. All of that is pretty straight forward. The question I have is about setting up the user account. There won’t be any updates or queries allowed. I could set this up in the People form but don’t want this account to appear as a Company Contact.
Can I just set up the account on the User form with a read only license and Incident Submitter permission? I could probably just try this but thought I would check with the group first in case there any not so obvious snags to this approach.
Thanks
Mark
Mark Brittain
Remedy Developer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. – A Time Warner Cable Company
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