# 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 <[email protected]>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: > [email protected]] *On Behalf Of *Logan, Kelly > *Sent:* Tuesday, September 11, 2012 9:24 AM > > *To:* [email protected] > *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 **** > > [email protected]**** > > 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:[email protected]] * On Behalf Of *Mohamed Abdelaziz > *Sent:* Saturday, September 08, 2012 4:18 PM > *To:* [email protected] > *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:[email protected]] > *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:[email protected] <[email protected]>] *On Behalf Of *Logan, > Kelly > *Sent:* Friday, September 07, 2012 2:09 PM > *To:* [email protected] > *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 **** > > [email protected]**** > > 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"_ **** > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ **** > > _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"
