Hi Lisa,
Thanks for the prompt reply. This sure helps start the ball
rolling. I am going to do some research on this and get back if I have any
more questions.
Thanks
Sivarama
On Wed, Jul 30, 2008 at 9:54 AM, Lisa Westerfield <
[EMAIL PROTECTED]> wrote:
> **
>
> You would actually set up "Summary Definitions" for the requestor console
> in Application Administration Console/Requestor Console/Summary Definition.
> When you configure these, you will specify whether or not the request is
> going to generate an Incident or Change.
>
>
> The user selects a Summary Definition that you have configured, and based
> on that the request will be opened as an incident or change. When the
> incident or change record is submitted, it will reference the Assignment
> Engine form for who to assign it to (just as if you created it directly in
> the incident form)
>
>
>
> The user may also choose solutions based on the summary definition they've
> selected, which will then use the categorization and routing from the
> solution record.
>
>
>
> There is a lot more to it than that, but hopefully that helps a bit.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti
> *Sent:* Wednesday, July 30, 2008 11:23 AM
> *To:* [email protected]
> *Subject:* CTI routing in 7.1
>
>
>
> **
>
>
> Hi Group,
>
> I trying to configure the remedy 7.1 for my company. Now I have
> some questions. Currently in our organization in 6.3 we have Category, Type,
> Item in the requestor console based on which the request is routed to the
> appropriate group. But in 7.1, I don't see any option that is analogous to
> that in the requestor console. How do I set it up do out of the box. I am
> strictly to stay away from customizations. The idea that remedy 6.3 supports
> something and 7.1 does not sounds improbable. Is there any thing that I am
> missing out here? In 6.3 again there are two options create a change request
> and help desk request. In Remedy 7.1 I have only one option which says
> create a New Request. Please help me understand what needs to be done to
> accomplish the above business needs.
>
> Thanks
> Sivarama
>
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--
Sivarama Velicheti
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