**
What about just creating a separate web form and having users fill it out in regards to their request and then moving that data into Remedy Helpdesk somehow? Is that what ARSPerl is used for? I am not a programmer- but there are times when it seems I need to be to make this project work. Thanks,
Brad


On 11/18/05, Brad Terhune wrote:

Hello listers!

I was hoping that there might be some folks out there who have encountered this particular problem and seen through it.

I am using Helpdesk 5.5 on ARS 6.3 and MidTier 6.3.

Right now, I have a select group of technicians who take folks' information over the phone and set up tickets for them. I would like to see our campus users be able to submit their own tickets through Remedy Helpdesk.

I figured I could do this through the MidTier. Except that I cannot seem to get the LDAP plugins to work. No matter, what I do I cannot seem to get more than 2000 records returned and so I cannot populate and update the SHR:People of User tool with the most current data.

So, I don't really have a good password (username is OK) for these non-licensed users to use to access the system and enter a ticket and modify their own entered ticket.

I was thinking I could set up a dummy account but then they would have to keep track of their number and I don't think that would work very well due to system constraints anyway. Has anyone worked through this and come out on the other end with a usable system? Thanks,

Brad


20060125This posting was submitted with HTML in it

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Brad,

I've heard the issue of pulling only a limited number of records at a time using LDAP a few times. Often the problem is on the LDAP side.
You could probably make a view form to the data and fetch individual or a few records, but not just the whole bunch right?
Maybe you can make your escalation take only the users whose names start with "A", than "B" and so on. Or by department, or any other means of " chunking" the dataset into pieces.
Hope this might be of some help,

Regards,
Michiel


On 11/18/05, Brad Terhune wrote:

**
Hello listers!

I was hoping that there might be some folks out there who have encountered this particular problem and seen through it.

I am using Helpdesk 5.5 on ARS 6.3 and MidTier 6.3.

Right now, I have a select group of technicians who take folks' information over the phone and set up tickets for them. I would like to see our campus users be able to submit their own tickets through Remedy Helpdesk.

I figured I could do this through the MidTier. Except that I cannot seem to get the LDAP plugins to work. No matter, what I do I cannot seem to get more than 2000 records returned and so I cannot populate and update the SHR:People of User tool with the most current data.

So, I don't really have a good password (username is OK) for these non-licensed users to use to access the system and enter a ticket and modify their own entered ticket.

I was thinking I could set up a dummy account but then they would have to keep track of their number and I don't think that would work very well due to system constraints anyway. Has anyone worked through this and come out on the other end with a usable system? Thanks,
Brad
This posting was submitted via the Web interface


20060125This posting was submitted with HTML in it

** **
Brad,

I've heard the issue of pulling only a limited number of records at a time using LDAP a few times. Often the problem is on the LDAP side.
You could probably make a view form to the data and fetch individual or a few records, but not just the whole bunch right?
Maybe you can make your escalation take only the users whose names start with "A", than "B" and so on. Or by department, or any other means of " chunking" the dataset into pieces
Hope this might be of some help,

Regards,
Michiel


On 11/18/05, Brad Terhune wrote:

**
Hello listers!

I was hoping that there might be some folks out there who have encountered this particular problem and seen through it.

I am using Helpdesk 5.5 on ARS 6.3 and MidTier 6.3.

Right now, I have a select group of technicians who take folks' information over the phone and set up tickets for them. I would like to see our campus users be able to submit their own tickets through Remedy Helpdesk.

I figured I could do this through the MidTier. Except that I cannot seem to get the LDAP plugins to work. No matter, what I do I cannot seem to get more than 2000 records returned and so I cannot populate and update the SHR:People of User tool with the most current data.

So, I don't really have a good password (username is OK) for these non-licensed users to use to access the system and enter a ticket and modify their own entered ticket.

I was thinking I could set up a dummy account but then they would have to keep track of their number and I don't think that would work very well due to system constraints anyway. Has anyone worked through this and come out on the other end with a usable system? Thanks,
Brad
This posting was submitted via the Web interface


20060125This posting was submitted with HTML in it 20060125This posting was submitted with HTML in it