My two cents from what I can remember: SR itself is not a ticket by itself, it will always have a backend WO,Incident as a fulfillment record. The main purpose of having SR created is for a customer to actually use selfservice(SRM) portal to Get updates/send updates etc...which will reduce the call volume. Incase if a user does not have a loginID then he cannot login to SRM so there is no need to have an SR created for that specific request as the backend fullfilment records (WO/Incidents) are already created. And the reason to have a loginID to login to SRM is to apply the license controls as you need to buy a set of SRM user licenses for allowing users to access SRM portal.
_______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
