SRM is a more graphically oriented service request interface - click a series of icons to demonstrate what you need done to what, all the while drilling down to the level where an online KB or some other self-service solution could come into play. If support is needed, one can have the Request already created and assigned more accurately than just typing something like "My Internet doesn't work" in a Subject line. If you have seen or used NewScale's product, it's supposed to be sort of like that, only integrated with Remedy out of the box, instead of how they do it.
It is, at this time, VERY time-consuming to configure on the back end, though. I would consider waiting another rev. or so if you can, to see if they can streamline that some. Rick On 9/27/07, Ben Cantatore <[EMAIL PROTECTED]> wrote: > > > 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 <http://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! FareChase. > __20060125_______________________This posting was submitted with HTML in > it___ > > > _______________________________________________________________________________ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > the Answers Are" > > > ====================================================================== > > Confidentiality Notice: The information contained in and transmitted with > this communication is strictly confidential, is intended only for the use of > the intended recipient, and is the property of Countrywide Financial > Corporation or its affiliates and subsidiaries. If you are not the intended > recipient, you are hereby notified that any use of the information contained > in or transmitted with the communication or dissemination, distribution, or > copying of this communication is strictly prohibited by law. If you have > received this communication in error, please immediately return this > communication to the sender and delete the original message and any copy of > it in your possession. > > ====================================================================== > > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > the Answers Are" > > > -- Rick Cook Cook Enterprises 253-278-4112 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
