Issues with changing the requester on an existing Help Desk case.

This is just too good not to share!

Explanation of Problem:

Submitter Mode Locked permits people with read licenses to modify only their own submitted requests, without requiring a write license. However, to prevent misuse of this, Remedy locks down the Submitter field so that it cannot be changed.

Helpdesk 6.0 - In order to allow requesters to modify their own cases, fill out surveys, etc - you must set your server's Submitter Mode to Locked. Requesters see their own cases in the Requester console and receive notifications on their cases.

But what if the Requester must be changed? In our situation, cases were coming in through e-mail and if the requester could not be found via email address, Remedy set the Requester Login Name to the email address. Once the Help Desk received the case, they updated the Requester based on their knowledge of that person. However, errors fired saying that they could not change the Submitter field.

Solution:
Modify the filter that updates (pushes) the Submitter field on the SHR:ConsolidatedList form.
Instead of pushing Requester Login Name+ into Submitter, use a Direct SQL action. It should look something like this.
UPDATE SHR_ConsolidatedList SET Submitter='$Requester Login Name+$' WHERE Record_Entry_ID='$Case ID+$'

Afterwards, you will need a similar action to set the Submitter field on HPD:Helpdesk.

Alternate Solutions:

Of course, if you only need to do this for a short period time, it's much quicker to run Submitter Mode from Locked to Changeable. Another option is for the product users to use "Copy to New" to create new tickets instead of changing the requester on an existing ticket.

Another way to do this: Make a View form of the Helpdesk table in the database and push the value to the C2. It's the same as the Direct SQL functionally - just another option for getting around the rules.

Disclaimer - this functionality should only be used to support a normal use of the Helpdesk product, not to violate the Remedy license agreement that states that users must have a write license to change data.

I must admit - I didn't come up with this on my own. I had help from a few great fellow consultants. I can't name names - anonymity and all. I will say that I work with some smart and resourceful people.