I'm curious what sort of customers you have that you may not be able to track them. I would have thought that there would have to be a CRM or some source of day to automatically create People records from. Also, SRM is supposed to be licensed by the number of users, so I think what you are trying to do might potentially result in licensing issues. However, If I were to do something like that, from a technical standpoint I'd consider not using SRM because not only of the licensing issues but security. You could set up a single People record with a user tied to it and put it in an entitlement group that can only see that single form. However, the risk would be that all the users can see each other's' requests. With that in mind, I'd look outside of Remedy, somewhere like maybe whatever website your people go to, and write some code to push to web services to create the request on the Remedy side. You might even be able to use SharePoint and something like InfoPath to build it without coding but I haven't played around with that enough yet.
Thanks, Shawn Pierson Remedy Developer | Energy Transfer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of SUBSCRIBE ARSLIST theReel Sent: Friday, January 24, 2014 6:48 AM To: [email protected] Subject: Re: Why do service requests require a Login ID? Cheers guys, The scenario I have is that end users without Login Ids call our service desk to report incidents. We have enabled the feature to "create service request on logging" - the idea being that all incidents and changes would have Service Requests allowing particular customer Managers to logon to the portal and use the business manager console to view the tickets that all their staff have logged. Because the users calling our desk do not have Login IDs Remedy generates an Error saying that a Service Request cannot be created as the user does not have a Login ID. My query was why does a Service Request need a Login ID and is there an easy workaround. So far the best I have is to create a Login ID for each user - but we do not have a definitie list of possible users so I am looking at creating workflow that generates a login ID for each new People record created. Tony _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
