Re: Requester Console customization
Chris - thanks for the plug. But yes - the Kinetic Request product is an excellent solution/strategy to allow access to the Remedy system for "end-users". I think the crux of the problem is -- you want a front end that is easy to make requests. You also want the fulfillers of requests to be able to directly fulfill a request and not circle back for clarification or for more data. In order to have the fulfiller be able to directly fulfill - you need to ask specific questions to the "end-user" and guide them through a specific form process to gather the correct data. However, in the Remedy world - that translates to a "custom form" -- which in the long run is a bad strategy. If you build a custom Remedy form for every Request type that comes in -- you are opening yourself to a long-term maintainance problem. In addition - if you do custom forms - that means you are doing Remedy development and that requires a significant skill level to do so. It also means - you are exposing risk to your Remedy system to potential headaches - as the Admin tool basically is an all or nothing tool. If you don't build a custom Remedy form for every Request type - you now are doing a "generic approach" which goes in to a generic CTI with generic priority etc Which then needs to be viewed - and put into the correct CTI. Which then that person (the fulfiller) needs to fire off an email to the requester to get more data/etc... (AKA time/money/frustration) Of course - you could do what the Requester Console does - and provide a "quick list" of 10 common items -- but a valuable list would be 200 items -- but nobody will traverse a list of 200 items - therefore you do 10 items (and miss the opportunity for a nice end user process). Also - you come up with descriptions like "Order business cards (Note: put in a number for the field in the description." To which the requester submits "Order of business cards" -- ugg Enter Kinetic Request - we allow you to configure forms and processes within the Remedy system - and not create real Remedy forms, filters or active links. We do it in a risk free/scalable way that does not require the Remedy Admin tool to do so. If you would like a demo - feel free to contact me. -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] -John On Wed, Apr 2, 2008 at 12:31 PM, strauss <[EMAIL PROTECTED]> wrote: > ** We use Kinetic Request for that. Some service items submit the > logged-in user as the customer/requester, while others allow the logged in > user to be entered as the the Contact person and submit someone else as the > customer/requester. We used ARSPerl scripts to do the same in the past, but > ARSPerl no longer works properly with ARS 7.1 anyway. You would have to do > a fairly major customization of the Requester Console to get this kind of > capability worked into it, and I would avoid that. I do not know if BMC > Service Request Management can do this because we stopped evaluating it > after seeing the pricing model. In addition to Kinetic Request, there are > other non-BMC customer interfaces to ITSM on the market already (like the > one Gidd just mentioned), but they solve a host of other customer > self-service issues beyond just proxy ticket entry, and should be examined > in that wider context. > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center > http://itsm.unt.edu/ > > -- > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Muhlethaler, Laurie > *Sent:* Wednesday, April 02, 2008 11:01 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Requester Console customization > > ** > > Listers ~ checking to see if anyone has customized the RQC to allow end > users to submit issues on behalf of others. If so, any suggestions?** > > *Database***: SQL Server 2005 > *O/S***: Windows 2003 (server), R2XP Professional (client), SP2 > *Apps:*** > >Action Request System 7.1 patch 1 >Service Desk 7.0.3 patch 6 > > > *Laurie Muhlethaler* > > Remedy Developer / Administrator > > First Republic Bank > > 415.364.4436 > > > The information transmitted is intended only for the person or entity to > which it is addressed and may contain confidential and/or privileged > material. Any review, retransmission, dissemination or other use of, or > taking of any action in reliance upon, this information by persons or > entities other than the intended recipient is prohibited. If you received > this in error, please contact the sender and delete the material from any > computer. This messa
Re: Requester Console customization
We use Kinetic Request for that. Some service items submit the logged-in user as the customer/requester, while others allow the logged in user to be entered as the the Contact person and submit someone else as the customer/requester. We used ARSPerl scripts to do the same in the past, but ARSPerl no longer works properly with ARS 7.1 anyway. You would have to do a fairly major customization of the Requester Console to get this kind of capability worked into it, and I would avoid that. I do not know if BMC Service Request Management can do this because we stopped evaluating it after seeing the pricing model. In addition to Kinetic Request, there are other non-BMC customer interfaces to ITSM on the market already (like the one Gidd just mentioned), but they solve a host of other customer self-service issues beyond just proxy ticket entry, and should be examined in that wider context. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Muhlethaler, Laurie Sent: Wednesday, April 02, 2008 11:01 AM To: arslist@ARSLIST.ORG Subject: Requester Console customization ** Listers ~ checking to see if anyone has customized the RQC to allow end users to submit issues on behalf of others. If so, any suggestions? Database: SQL Server 2005 O/S: Windows 2003 (server), R2XP Professional (client), SP2 Apps: Action Request System 7.1 patch 1 Service Desk 7.0.3 patch 6 Laurie Muhlethaler Remedy Developer / Administrator First Republic Bank 415.364.4436 The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its subsidiaries do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Requester Console customization
Hi Laurie !! We have created a totally new approach to a requester console in our Xtreme Console: Here is the link to our Xtreme Console/Dashboard integration. Xtreme Console http://www.BuoyantSolutions.net/Xtreme http://www.buoyantsolutions.net/Xtreme> Login: Mary McDonald PW: us05gtst802unp Xtreme Dashboard - Same login/pw http://www.buoyantsolutions.net/xtreme/dashboard/ http://www.buoyantsolutions.net/xtreme/dashboard/> BTW: This is running outside of the Mid-tier (Don't need MT) and we are using XML-Gateway to get/push data. This runs on any browser including a MAC and performance is awesome, as you can see !! Hope ya like it. Regards...Gidd _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Muhlethaler, Laurie Sent: Wednesday, April 02, 2008 9:01 AM To: arslist@ARSLIST.ORG Subject: Requester Console customization ** Listers ~ checking to see if anyone has customized the RQC to allow end users to submit issues on behalf of others. If so, any suggestions? Database: SQL Server 2005 O/S: Windows 2003 (server), R2XP Professional (client), SP2 Apps: Action Request System 7.1 patch 1 Service Desk 7.0.3 patch 6 Laurie Muhlethaler Remedy Developer / Administrator First Republic Bank 415.364.4436 The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its subsidiaries do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Requester Console customization
Listers ~ checking to see if anyone has customized the RQC to allow end users to submit issues on behalf of others. If so, any suggestions? Database: SQL Server 2005 O/S: Windows 2003 (server), R2XP Professional (client), SP2 Apps: Action Request System 7.1 patch 1 Service Desk 7.0.3 patch 6 Laurie Muhlethaler Remedy Developer / Administrator First Republic Bank 415.364.4436 The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its subsidiaries do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
