OK. Makes sense. Did you modify the "Send email" function from Incident or Change? By default, these include the INC or CRQ number in the subject line when an email is sent from the Incident or Change. So if a customer wants to view their emails for any given request, it could confusing if they see the REQ # in SRM but there are emails with the INC # in the subject line.
On Wed, Jun 11, 2014 at 10:48 AM, Pierson, Shawn < [email protected]> wrote: > ** > > I created an on-boarding I.T. request form where you can request PC > hardware via a Change Request, software via individual Work Orders, > cellphone and GPS equipment via Incidents, and I think some other stuff via > Incidents. While what you’re trying to do would work in a one to one > scenario, I’m not sure that it would work in more complex situations. > We’ve been trying to train our I.T. staff to use the Request ID when they > get a call or email from the user, especially since if they use that, they > can use the global search bar at the top right on the screen and find all > the related objects regardless of what module they are in. > > > > Just food for thought. > > > > Thanks, > > > > *Shawn Pierson * > > Remedy Developer | Energy Transfer > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Boyd, Rebecca > *Sent:* Wednesday, June 11, 2014 9:01 AM > *To:* [email protected] > *Subject:* Displaying the App Request ID on the Service Request Console > > > > ** > > Just for fun, let’s say I want to display the actual HPD or CRQ number > instead of the REQ number on the Service Request Console, the "App Request > ID" field on SRM:ServiceRequests. > > It looks like Active Link SRS:SRK:Initialize_ServiceCall sets this field > when the console is opened. > > TemplateMyRequests_Request ID = $DEFAULT$ > > And that's as far as I've gotten. > > > > -- > > Rebecca Boyd > Application Administrator > Wake Forest University > > _ARSlist: "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 hyperlink, please e-mail sender. > _ARSlist: "Where the Answers Are" and have been for 20 years_ -- Rebecca Boyd Application Administrator Wake Forest University _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
