Going to agree with James, the requestor console is good for what it is. Its not pretty, but its functional. I currently have it in production and it works fairly well for the users that want self service. We are looking into SRM, so I'll give an opinion on that when I've actually seen/used it.
Ben Cantatore Remedy Administrator Avon (914) 935-2946 James Van Sickle <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 09/27/2007 10:53 AM Please respond to [email protected] To [email protected] cc Subject Re: Incident & Problem...Separate Purchases? Norm I can't speak to the SRM as I have not worked with it yet. I do have to disagree that the ITSM Requester Console is "practically useless." The console is certainly not the console to end all consoles, but it does make a good starting point as an interface for Joe User into Remedy. Like anything in Remedy, it's true value is determined in how much your own users interact with Remedy. If Requesters are only creating basic tickets, viewing their own tickets, completing surveys, looking for announcement bulletins, and maybe reading a FAQ or two, then the Requester Console can work pretty well. If you need something a bit more complicated, then you are probably better off either designing your own or maybe looking into SRM. Just my two cents on the matter...... (Embedded image moved to file: pic25678.gif)Countrywide James Van Sickle Remedy Developer IT - Remedy Development http://www.countrywide.com Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL PROTECTED] To N.AF.MIL> [email protected] Sent by: "Action cc Request System discussion Subject list(ARSList)" Re: [ARSLIST] Incident & <[EMAIL PROTECTED] Problem...Separate Purchases? ORG> 09/27/2007 08:22 AM Please respond to [EMAIL PROTECTED] RG John, you said the Requester Console is "practically useless." Would you mind expounding on that a bit? I'm trying to assemble as much independent product info that I can from people using/configuring them. I asked this question yesterday, and I'm addressing this to the entire list, but didn't get much response--what does SRM deliver that the Requester Console does not? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of john rosquist Sent: Wednesday, September 26, 2007 7:23 PM To: [email protected] Subject: Re: Incident & Problem...Separate Purchases? ** The requestor console is intended to be a light weight "free" front end to incident and change so that users can submit ticket and query for results with out needing an app license. That said, it is practically useless, unless that is all you want or need. Incident and Problem are bundled together under the service desk banner. John ----- Original Message ---- From: Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL PROTECTED]> To: [email protected] Sent: Wednesday, September 26, 2007 2:55:36 PM Subject: Re: Incident & Problem...Separate Purchases? Thanks... You know, I've seen the Requester Console, and to me it doesn't look like it's intended to be used by an end user (customer). Am I right? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Don Simmons Sent: Wednesday, September 26, 2007 1:53 PM To: [email protected] Subject: Re: Incident & Problem...Separate Purchases? The Requester Console can be used with just a read license. The user will have access to Approval Central and Requester Console form the Home Page. They will be able to submit Change and Incident request. They can also view their submitted request. Don > Date: Wed, 26 Sep 2007 13:14:05 -0500> From: [EMAIL PROTECTED]> Subject: Re: Incident & Problem...Separate Purchases?> To: [email protected]> > Is David correct? Can the Requester Console *not* be used with just Read> licenses? Do you need write licenses (i.e., purchased) licenses to> access it?> > So is SRM the product intended to be used by end users (customers) to> submit tickets?> > And I've heard from others that Problem and Incident are licensed> separately. If they're bundled into Service Desk, why are they licensed> separately?> > -----Original Message-----> From: Action Request System discussion ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org <http://www.arslist.org/> ARSlist:"Where the Answers Are" ________________________________ Looking for a deal? Find great prices on flights and hotels <http://us.rd.yahoo.com/evt=47094/*http://farechase.yahoo.com/;_ylc=X3oD MTFicDJoNDllBF9TAzk3NDA3NTg5BHBvcwMxMwRzZWMDZ3JvdXBzBHNsawNlbWFpbC1uY20- > with Yahoo! 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