Remedy Help desk

[Parkypark]

We are using the remedy helpdesk module to log calls for customers.
My developer has set a rule that forces an external user's ID to be their email address. (no problems with that).

The rule automatically copies the user id entered into the configure people form, to the email field (again I dont have a problem with this)

What I do have a problem with is that the Id filed is 30 chars long and the email address field is 70 chars long.

I have a contract where ALL the users have E-Mail addresses that are more that 30 chars.
They will not fit into the id field and so a shortened email is being copied over, and hence the email notifications do not get sent.

My simple solution is to increase the char length of the ID field. but I am told that is not possible. (Yeh Right)

Please advise, as I am Close to re-educating the developer with a blunt object.

 

[neetajc]

I too would agree that it should be possible to increase the size of the character field; however, I would ask your developer to further explain his/her reasoning as to why they cannot increase the size from 30 characters to 70. Is there a workflow issue that is getting in their way. Also it would be helpful to know your platform, database and ARS & HelpDesk versions.