Re: SRM assign to submitter for On Behalf Of
Good question, Moe. Consider that, in Incident Management processes, a service desk agent A receives a call from a customer - agent A creates an incident and is able to assign it to herself; that's all I want here. Service desk agent B receives a call from a customer, creates a request On Behalf Of that customer - why can't agent B assign the request to himself? Not only is this not an option automatically, but I don't see a way for the agent to do so manually in a reasonable fashion. The best I can see is to be able to automatically assign to agent B's support group, which means it will, on average, end up assigned to a different agent. Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz Sent: Saturday, September 08, 2012 4:18 PM To: arslist@ARSLIST.ORG Subject: Re: SRM assign to submitter for On Behalf Of ** I am wondering why do you need to do that? This doesn't even align with the tool/roles. Provided you can set the assignment of the Coordinator, that means you will grant everyone in your organization the Service Request Coordinator role. I assume that anyone can request on behalf of anyone in your environment. Usually, the coordinator should be a member of the Service Desk, a member of the fulfillment group that the request is going to or a special group with the coordinator role that is specifically responsible to oversea and/or monitor the request from end to end ensuring its completing and integrity. Moe From: Pierson, Shawn [mailto:shawn.pier...@sug.com] Sent: Friday, September 07, 2012 4:00 PM Subject: Re: SRM assign to submitter for On Behalf Of ** I haven't done that, but at least with an advanced interface form I believe that may be one of the (undocumented) things you can push to. I have an AIF that has some fields exposed to populate the Customer fields, so on this specific request anyone that has access to it can submit it on behalf of anyone else with a People record, bypassing the normal On Behalf Of functionality and permissions. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Friday, September 07, 2012 2:09 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: SRM assign to submitter for On Behalf Of ** Hello all, Best wishes for a lovely weekend! Until then however, I was wondering if anyone has some ideas on how to set the 'Coordinator' for a Service Request to the submitter of the request. It seems like this would be a standard option, that if you are going to submit a request on behalf of a customer, you would be the coordinator for that request. Has anyone pursued this? Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM assign to submitter for On Behalf Of
The problem is that SRM was created as a user self-service portal and a lot of us use it differently. Technically, it's not designed for the service desk to enter service requests on behalf of users. The On Behalf Of functionality seems more geared toward administrative assistants and managers who enter things on behalf of their staff. While probably everyone sets up a rule for their service desk group to be allowed to submit on behalf of everyone in the company, it seems like that is more of a kludge than an efficient way of doing things. Your best option is going to require some level of customization. As I mentioned another time, I have a custom AIF that exposes fields to allow the submitter to bypass the On Behalf Of functionality and populate the fields for the Customer directly on the form. This saves the service desk time and requires less clicks than doing it the right way. At a high level off the top of my head, I'd suggest doing the following: 1) Go into SYS:Form Field Selection and set up the Assignment fields needed to set the assignee on the Incident form, where the Selection Type is Question Field Mapping. 2) Add an Active Link to your Advanced Interface Form to do a Set Fields of the user's Default assignment group if the People record is set to Support Staff = Yes, with fields matching whatever the assignee information fields are. 3) You probably have to update some Filters somewhere to make sure the assignment information pushes all the way through. 4) You will need to update your AOT and other items to reflect the new fields being mapped. Realistically, you could treat this enhancement like the section of the SRM documentation that shows you how to set up SRDs to populate a custom application and follow that guide for the most part. I've probably oversimplified in my steps above but it's been a while since I had to customize SRM in a similar manner. I also believe you can only use an AIF rather than a standard form because of the logic to set the assignee information for support groups. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Tuesday, September 11, 2012 9:24 AM To: arslist@ARSLIST.ORG Subject: Re: SRM assign to submitter for On Behalf Of ** Good question, Moe. Consider that, in Incident Management processes, a service desk agent A receives a call from a customer - agent A creates an incident and is able to assign it to herself; that's all I want here. Service desk agent B receives a call from a customer, creates a request On Behalf Of that customer - why can't agent B assign the request to himself? Not only is this not an option automatically, but I don't see a way for the agent to do so manually in a reasonable fashion. The best I can see is to be able to automatically assign to agent B's support group, which means it will, on average, end up assigned to a different agent. Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz Sent: Saturday, September 08, 2012 4:18 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: SRM assign to submitter for On Behalf Of ** I am wondering why do you need to do that? This doesn't even align with the tool/roles. Provided you can set the assignment of the Coordinator, that means you will grant everyone in your organization the Service Request Coordinator role. I assume that anyone can request on behalf of anyone in your environment. Usually, the coordinator should be a member of the Service Desk, a member of the fulfillment group that the request is going to or a special group with the coordinator role that is specifically responsible to oversea and/or monitor the request from end to end ensuring its completing and integrity. Moe From: Pierson, Shawn [mailto:shawn.pier...@sug.com]mailto:[mailto:shawn.pier...@sug.com] Sent: Friday, September 07, 2012 4:00 PM Subject: Re: SRM assign to submitter for On Behalf Of ** I haven't done that, but at least with an advanced interface form I believe that may be one of the (undocumented) things you can push to. I have an AIF that has some fields exposed to populate the Customer
Re: SRM assign to submitter for On Behalf Of
# 2, you can use SR Type Fields available on AIF. # 3 should be SRD mappings between SR Type Fields and variables that are again mapped to AOT target data . Thanks Mahesh On Tue, Sep 11, 2012 at 10:23 AM, Pierson, Shawn shawn.pier...@sug.comwrote: ** The problem is that SRM was created as a user self-service portal and a lot of us use it differently. Technically, it’s not designed for the service desk to enter service requests on behalf of users. The “On Behalf Of” functionality seems more geared toward administrative assistants and managers who enter things on behalf of their staff. While probably everyone sets up a rule for their service desk group to be allowed to submit on behalf of everyone in the company, it seems like that is more of a kludge than an efficient way of doing things. ** ** Your best option is going to require some level of customization. As I mentioned another time, I have a custom AIF that exposes fields to allow the submitter to bypass the “On Behalf Of” functionality and populate the fields for the Customer directly on the form. This saves the service desk time and requires less clicks than doing it the right way. ** ** At a high level off the top of my head, I’d suggest doing the following:** ** **1) ** Go into SYS:Form Field Selection and set up the Assignment fields needed to set the assignee on the Incident form, where the Selection Type is Question Field Mapping. **2) **Add an Active Link to your Advanced Interface Form to do a Set Fields of the user’s Default assignment group if the People record is set to Support Staff = “Yes”, with fields matching whatever the assignee information fields are. **3) **You probably have to update some Filters somewhere to make sure the assignment information pushes all the way through. **4) **You will need to update your AOT and other items to reflect the new fields being mapped. ** ** Realistically, you could treat this enhancement like the section of the SRM documentation that shows you how to set up SRDs to populate a custom application and follow that guide for the most part. I’ve probably oversimplified in my steps above but it’s been a while since I had to customize SRM in a similar manner. I also believe you can only use an AIF rather than a standard form because of the logic to set the assignee information for support groups. ** ** Thanks, ** ** *Shawn Pierson * Remedy Developer | Energy Transfer ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Logan, Kelly *Sent:* Tuesday, September 11, 2012 9:24 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: SRM assign to submitter for On Behalf Of ** ** ** Good question, Moe. ** ** Consider that, in Incident Management processes, a service desk agent A receives a call from a customer – agent A creates an incident and is able to assign it to herself; that’s all I want here. ** ** Service desk agent B receives a call from a customer, creates a request On Behalf Of that customer – why can’t agent B assign the request to himself? Not only is this not an option automatically, but I don’t see a way for the agent to do so manually in a reasonable fashion. The best I can see is to be able to automatically assign to agent B’s support group, which means it will, on average, end up assigned to a different agent. ** ** ** ** *Kelly Logan*, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.com www.proquest.com ** ** *ProQuest*...Start here. 2010 InformationWeek 500 Top Innovator ** ** P Please consider the environment before printing this email. ** ** *This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer*. ** ** *From:* Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] * On Behalf Of *Mohamed Abdelaziz *Sent:* Saturday, September 08, 2012 4:18 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: SRM assign to submitter for On Behalf Of ** ** ** I am wondering why do you need to do that? This doesn’t even align with the tool/roles. Provided you can set the assignment of the Coordinator, that means you will grant everyone in your organization the Service Request Coordinator role. I assume that anyone can request on behalf of anyone in your environment. Usually, the coordinator should be a member of the Service Desk, a member of the fulfillment group that the request is going to or a special group with the coordinator role that is specifically responsible to oversea
Re: SRM assign to submitter for On Behalf Of
Interesting ideas both, thank you Mahesh and Shawn. I'll look through those and post back if I find an interesting solution. :^) Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mahesh Sent: Tuesday, September 11, 2012 11:43 AM To: arslist@ARSLIST.ORG Subject: Re: SRM assign to submitter for On Behalf Of ** # 2, you can use SR Type Fields available on AIF. # 3 should be SRD mappings between SR Type Fields and variables that are again mapped to AOT target data . Thanks Mahesh On Tue, Sep 11, 2012 at 10:23 AM, Pierson, Shawn shawn.pier...@sug.commailto:shawn.pier...@sug.com wrote: ** The problem is that SRM was created as a user self-service portal and a lot of us use it differently. Technically, it's not designed for the service desk to enter service requests on behalf of users. The On Behalf Of functionality seems more geared toward administrative assistants and managers who enter things on behalf of their staff. While probably everyone sets up a rule for their service desk group to be allowed to submit on behalf of everyone in the company, it seems like that is more of a kludge than an efficient way of doing things. Your best option is going to require some level of customization. As I mentioned another time, I have a custom AIF that exposes fields to allow the submitter to bypass the On Behalf Of functionality and populate the fields for the Customer directly on the form. This saves the service desk time and requires less clicks than doing it the right way. At a high level off the top of my head, I'd suggest doing the following: 1) Go into SYS:Form Field Selection and set up the Assignment fields needed to set the assignee on the Incident form, where the Selection Type is Question Field Mapping. 2) Add an Active Link to your Advanced Interface Form to do a Set Fields of the user's Default assignment group if the People record is set to Support Staff = Yes, with fields matching whatever the assignee information fields are. 3) You probably have to update some Filters somewhere to make sure the assignment information pushes all the way through. 4) You will need to update your AOT and other items to reflect the new fields being mapped. Realistically, you could treat this enhancement like the section of the SRM documentation that shows you how to set up SRDs to populate a custom application and follow that guide for the most part. I've probably oversimplified in my steps above but it's been a while since I had to customize SRM in a similar manner. I also believe you can only use an AIF rather than a standard form because of the logic to set the assignee information for support groups. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Tuesday, September 11, 2012 9:24 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: SRM assign to submitter for On Behalf Of ** Good question, Moe. Consider that, in Incident Management processes, a service desk agent A receives a call from a customer - agent A creates an incident and is able to assign it to herself; that's all I want here. Service desk agent B receives a call from a customer, creates a request On Behalf Of that customer - why can't agent B assign the request to himself? Not only is this not an option automatically, but I don't see a way for the agent to do so manually in a reasonable fashion. The best I can see is to be able to automatically assign to agent B's support group, which means it will, on average, end up assigned to a different agent. Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777tel:734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.comhttp://www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender
Re: SRM assign to submitter for On Behalf Of
Hi, the Coordinator is configured on the SRD and set through workflow when the request is submitted, so you would need to bypass this workflow to set the Coordinator to someone other than the configured value. Cheers Carl http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: 07 September 2012 21:00 To: arslist@ARSLIST.ORG Subject: Re: SRM assign to submitter for On Behalf Of ** I haven't done that, but at least with an advanced interface form I believe that may be one of the (undocumented) things you can push to. I have an AIF that has some fields exposed to populate the Customer fields, so on this specific request anyone that has access to it can submit it on behalf of anyone else with a People record, bypassing the normal On Behalf Of functionality and permissions. Thanks, Shawn Pierson Remedy Developer | Energy Transfer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM assign to submitter for On Behalf Of
I am wondering why do you need to do that? This doesn't even align with the tool/roles. Provided you can set the assignment of the Coordinator, that means you will grant everyone in your organization the Service Request Coordinator role. I assume that anyone can request on behalf of anyone in your environment. Usually, the coordinator should be a member of the Service Desk, a member of the fulfillment group that the request is going to or a special group with the coordinator role that is specifically responsible to oversea and/or monitor the request from end to end ensuring its completing and integrity. Moe From: Pierson, Shawn [mailto:shawn.pier...@sug.com] Sent: Friday, September 07, 2012 4:00 PM Subject: Re: SRM assign to submitter for On Behalf Of ** I haven't done that, but at least with an advanced interface form I believe that may be one of the (undocumented) things you can push to. I have an AIF that has some fields exposed to populate the Customer fields, so on this specific request anyone that has access to it can submit it on behalf of anyone else with a People record, bypassing the normal On Behalf Of functionality and permissions. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Friday, September 07, 2012 2:09 PM To: arslist@ARSLIST.ORG Subject: SRM assign to submitter for On Behalf Of ** Hello all, Best wishes for a lovely weekend! Until then however, I was wondering if anyone has some ideas on how to set the 'Coordinator' for a Service Request to the submitter of the request. It seems like this would be a standard option, that if you are going to submit a request on behalf of a customer, you would be the coordinator for that request. Has anyone pursued this? Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
SRM assign to submitter for On Behalf Of
Hello all, Best wishes for a lovely weekend! Until then however, I was wondering if anyone has some ideas on how to set the 'Coordinator' for a Service Request to the submitter of the request. It seems like this would be a standard option, that if you are going to submit a request on behalf of a customer, you would be the coordinator for that request. Has anyone pursued this? Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM assign to submitter for On Behalf Of
I haven't done that, but at least with an advanced interface form I believe that may be one of the (undocumented) things you can push to. I have an AIF that has some fields exposed to populate the Customer fields, so on this specific request anyone that has access to it can submit it on behalf of anyone else with a People record, bypassing the normal On Behalf Of functionality and permissions. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Friday, September 07, 2012 2:09 PM To: arslist@ARSLIST.ORG Subject: SRM assign to submitter for On Behalf Of ** Hello all, Best wishes for a lovely weekend! Until then however, I was wondering if anyone has some ideas on how to set the 'Coordinator' for a Service Request to the submitter of the request. It seems like this would be a standard option, that if you are going to submit a request on behalf of a customer, you would be the coordinator for that request. Has anyone pursued this? Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
