Hi,
We are upgrading to Remedy 6.3 at work and will be using MidTier a lot more than we were in the past with 5.1.2. The problem is that like with most applications, we rely on tabs to navigate through our information but management has requested that there be no tabs for clients who view submitted incidents.
What happens basically is this, a help desk agent submits an incident. An Email is then sent to the client to advise of this and with a url to view his incident. Currently, we have a 1 page view (I think it's done with a macro, this was before I started working here) but MidTier will now show the client the same view as what the lan administrator might see and this contains tabs.
What was requested is that when a client clicks on a URL, that a report runs automatically to show a tombstone type information such as :
Reference #
Severity
Priority
Client Name
....
Is there a way to do this? I think the URL could maybe call an active link to run the report, but it would be easier if the URL could just call the ReportSelection view, run the report and give the results directly to the client.
Any ideas?
Thanks in advance,
Phil
(Sorry if I am missing information, I'm mostly the report guy so my Remedy knowledge is lacking)
We are upgrading to Remedy 6.3 at work and will be using MidTier a lot more than we were in the past with 5.1.2. The problem is that like with most applications, we rely on tabs to navigate through our information but management has requested that there be no tabs for clients who view submitted incidents.
What happens basically is this, a help desk agent submits an incident. An Email is then sent to the client to advise of this and with a url to view his incident. Currently, we have a 1 page view (I think it's done with a macro, this was before I started working here) but MidTier will now show the client the same view as what the lan administrator might see and this contains tabs.
What was requested is that when a client clicks on a URL, that a report runs automatically to show a tombstone type information such as :
Reference #
Severity
Priority
Client Name
....
Is there a way to do this? I think the URL could maybe call an active link to run the report, but it would be easier if the URL could just call the ReportSelection view, run the report and give the results directly to the client.
Any ideas?
Thanks in advance,
Phil
(Sorry if I am missing information, I'm mostly the report guy so my Remedy knowledge is lacking)