The mismatch of request number has been a pain point for many of our customers. They don't appreciate the flexibility of SRM and ability to do one to many relationships. They get very frustrated if the IT person they talk to asks for a CRQ number but they only have an REQ number. The theory is customer don't care about the fulfillment process, only their request, but our business users do care about the fulfillment process. This is been labeled (right or wrong) as "a lack of transparency."
Jason On Wed, Jun 11, 2014 at 2:17 PM, Boyd, Rebecca <[email protected]> wrote: > ** > "Create Request on Submit*" is already set to Yes. Requests are being > created. > > My question is more along the lines of 1)What kind of a tracking # to > supply to customers and 2) Using email to communicate with customers. I > want the tracking #s in the email notifications to be consistent with the > tracking # they see in SRM. That includes using the "Email System" function > which defaults to the INC or CRQ #. > > > > > On Wed, Jun 11, 2014 at 4:41 PM, Marcelo Martinez <[email protected]> > wrote: > >> Sorry for my prev post. I tried to send a pic with the post >> >> Check out your incident rules and change rules >> App Admin Console>Custom Configuration> Incident Mgmt> Advanced >> Options>Rules >> Same for Change Rules. >> Set these to “yes” if you wish for them to get the REQ # instead of the >> INC/CHG #. This will create a request for every INC/CHG and they will be >> able to track their REQs in SRM. >> Note: you may have to modify the outgoing email and exclude fields/data >> you don’t use (or use). >> >> Also, your IT people should be able to search for REQ# from within the >> INC ticket or CHG ticket. Look under “Additional Search” tab. >> >> >> _______________________________________________________________________________ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> "Where the Answers Are, and have been for 20 years" >> > > > > -- > Rebecca Boyd > Application Administrator > Wake Forest University > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
