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Move Service Requests to New User  XML
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[Post New]18/06/2012 19:30:10
    Subject: Move Service Requests to New User
[Up]
JohnR
SysAider

SysAider from release 6 United States Pathfinder
Joined: 22/10/2009
Messages: 11
Offline

I have a request from one of my managers to change the "request user" on all service requests in a category to be a different end user (all one user). So essentially this is transferring all service request history from one end user to another.

I'm not going to go into the fail reasons why, but since there are a lot of these requests... is there an automated way to accomplish this?

Thanks,

John R.
[Post New]19/06/2012 08:16:39
    Subject: Re:Move Service Requests to New User
[Up]
sarah
SysAid CEO


Meet me in Vegas - SysAid technology Conference - 28-30/4/2010
Joined: 14/04/2008
Messages: 547
Offline
Hi JohnR,

You can go and define an escalation rule that will run per the category you wish to change on status active I assume and in the action builder you can look for request user and define who will be the new person you wish to show on all Service request.
When the escalation rule will run all request users on all SR under the specific category will be updated.
One thing I am not sure about is you have stated:
" So essentially this is transferring all service request history from one end user to another. "
If you mean that from this point those SR will show under the new user end user portal in service request history you are correct.
But the system is not changing the actual SR history meaning that under the SR history tab you will be able to see the original submit user name.


Please let me know if you require further assistance.


Thanks
Sarah
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[Post New]19/06/2012 13:04:45
    Subject: Re:Move Service Requests to New User
[Up]
JohnR
SysAider

SysAider from release 6 United States Pathfinder
Joined: 22/10/2009
Messages: 11
Offline
Sarah,

Your suggestion should work perfectly as the intention is to change the request user on all requests. Admittedly, I don't change escalation rules very often so I didn't even think of it when confronted with this issue.

The business case is that we have an external customer who interacts exclusively through the end user portal and tracks all the incidents there. This individual is retiring, and his replacement will be taking over all his service requests.

Thank you very much for the prompt reply and excellent service.

John R.
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