It sounds like we have to decide one way or another: REQ # vs INC/CRQ #. Then we'll have to do some tinkering & possibly re-education.
So back to my original question: 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 = $DEFAULT$ Even if we don't modify this, I am truly curious as to how this works. On Wed, Jun 11, 2014 at 11:20 PM, Tauf Chowdhury <[email protected]> wrote: > ** > Rebecca, > You'll have to find a happy or not so happy medium here. You've already > done the first step of creating the request on submit from the fulfillment > apps. On creation, whether it be from SRM or the other modules, I like to > only send the notification for the SRM request. This means turning off the > notifications for the creation emails of the other requests. > Then, you're left with the "life cycle" emails of the fulfillment requests > which send out their own notifications. For this, I've left alone the INC > and CRQ numbers and accepted that these will be included. However, I > modified the notifications to have the following label, "REQ# (if > applicable)" > Then, of course, I modified the filter for the notifications to include > the req #. > What this does is arm the customer with all the information instead of > parts of the request process and cut down on the initial onslaught of > notifications during creation. > > Sent from my iPhone > > On Jun 11, 2014, at 5:17 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_ > > _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"
