Group as a Contact
Created: 04 Aug 2010 | 2 comments
Member 1 of Group A sends a request via the winuser portal. Member 1 goes on vacation. Member 2 of Group A wants to edit the incident sent by Member 1. The members of the Group A are not workers. Is this possible? If not, is there a workaround to make this happen?
If Member 1 forwards the acknowledge generated email to the other members of the group with the Incident # on the Subject Line, will Altiris HelpDesk edit the incident if Member 2 sends the email to the email Inbox?
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Your e-mail idea should work
Your e-mail idea should work, but I haven't tested this. It's creative, though, and more than that -- it should work!
There is not another way to do what you're asking unless the Contact is modified to Member 2 from Member 1.
Mike Clemson, Senior Systems Engineer
Intuitive Technology Group -- Symantec Platinum Partner
It worked! I had to modify the email Inbox by adding the following in "For Existing Incidents":
Set "Action" to "Edit"
When I view the incident after I sent the email, Modified by is equal to HelpDesk. Can I add another line above so that I can set the Modified by to the sender of the email? If this is not possible, it may not be a big deal since in the history portion you will see the email address of the sender of the email. But I think it will be sweet if that can be changed to reflect the sender's name as the person editing the incident.
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