Hi fellow ITSM 7'ers; Implementation Q, that has BMC Stumped now, and honestly myself because I thought (whoops) it should work as I expect instead of...
This is a OOTB (Out Of The Box) ITSM7 installation (ITSM patch 2 in addition) with all modules (Service/change/sla/cmda/...) Scenerio: Infineon has 44K employees, which we would like to represent to the "modules" as a "Generic Contact Company" OK this works as expected, in Multi-Tenancy mode, however the support staff need access permissions to the "Operating Company-1" and the "Generic Contact Company". Fair enough, assumption to this point, works as expected! However when "Operating Company-2" needs to share these same "people resources" they also must have permissions to the company, which is OK, until... (tick tock)... Now "Operating Company-1" can see "Operating Company-2" tickets, etc. This is because the ticket permissions are set based upon the "Company" of the "Customer/Contact/Classification" companies! Seeing as that one "operating company" is HR with sensitive ticket data this is not acceptable... Not to mention that the assignment rules use the "Customer Company" and not the "Classification-support company" is also becoming an issue. OK I know that I nod off at times in classes, but this has gotten myself, Materna consultants, and Remedy Support now escalated into 2nd level... Hopefully there IS a light bulb in the box, but ours is simply burnt-out and needs replacement... (who has that flashlight??) We cannot import the people "multiple times" because of web-interface and the unique key in 'user' for the login, and, and, and, and... I hope this makes enough sense, because our brains are fried on the topic now, and maybe (hopefully) we are lost in the forest of trees so to say... Thanks-n-advance; HDT Platform Incident / Problem Manager & Architect Robert Molenda IT OS PA Tel: +1 408 503 2701 Fax: +1 408 503 2912 Mobile: +1 408 472 8097 [EMAIL PROTECTED] Quality begins with your actions. ****VISIT US AT: www.infineon.com <http://www.infineon.com/> ***** "This e-mail and any attachments are confidential and may be subject to legal or some other professional privilege. They are intended solely for the attention and use of the named addressee(s). If you are not the named addressee(s) you must not use, disclose, retain or reproduce all or any part of the information contained in this e-mail or any attachments. Any unauthorised use or disclosure may be unlawful. If you have received this e-mail by mistake, please inform the sender immediately and delete it and all copies from your system and destroy any hard copies of it." _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
