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4 Replies Last post: Nov 5, 2009 12:04 AM by Sonal  
AK Remedy Enthusiast
AK Remedy
63 posts since
Oct 2, 2008
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Nov 3, 2009 7:44 PM

From Incident to Requester console

Hi

 

We have some external customers with read only license and access only to requester console.If a user "A" calls to service desk to create an incident.

How can "A' track status (Excpet emails)."A" is having access to requester console only and Incident created does not show up in requester console?

 

Any suggestions?

 

Regards

Akhil

Sonal Expert
Sonal
207 posts since
Dec 2, 2008
Currently Being Moderated
1. Nov 3, 2009 11:50 PM in response to: AK Remedy
Re: From Incident to Requester console

Akhil,

 

Please check in the Application Administration Console -> Custom Confign -> Incident -> Rules and check if "Create Request on Submit" is set to "Yes".

 

By doing this, if a Service Desk person has created ticket for requester "A", then, "A" should be able to see the ticket in Requester Console.

 

Hope this serves your purpose.

 

Sonal

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AK Remedy Enthusiast
AK Remedy
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Oct 2, 2008
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2. Nov 4, 2009 11:30 AM in response to: Sonal
Re: From Incident to Requester console

Worked Perfect!! Thanks Sonal!

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AK Remedy Enthusiast
AK Remedy
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Oct 2, 2008
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3. Nov 4, 2009 2:51 PM in response to: AK Remedy
Re: From Incident to Requester console

One more intersting aspect:

 

When I enable it & create a request from requester console,requester console creates and incident & incident submitted again creates a request

So I am seeing two requests with same incident number,when I try to create a requst from requester console.

 

Any ideas how to fix this issue?

Regards

Akhil

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Sonal Expert
Sonal
207 posts since
Dec 2, 2008
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4. Nov 5, 2009 12:04 AM in response to: AK Remedy
Re: From Incident to Requester console

Akhil,

 

As I am currently using SRM, so requester console is not present.

 

But, I am very sure that three is something wrong, as this should definitely not happen.

 

Please turn on the Logging and check what's actually going on...

 

HTH,

Sonal

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