I agree on the incident viewer permission giving them too much visibility, trouble is the notifications to the customers send them to the Incident, not to the service request, and send them without enough permissions on the incident (even with Incident Submitter and Viewer) to edit the WorkLog. The whole dynamic between the service requests in the requester console and the incidents they create and how the customer is supposed to interact with them is half-baked in ITSM 7.0.02.003, especially since support staff created incidents do not reliable create corresponding service requests to be customer access points. IMHO the app is broken out of the box, and must be fixed before it can be implemented without extensive customization (actually, correction). The only folks who may get unrestricted access in our very multi-tenancy configured system will be admins, helpdesk managers, and the security team. Security would rather that no one had it. By General Access do you mean membership in one company under Access Restrictions? All of our LDAP imported customer records will be members of a single "UNT Customers" company, which has no groups, only Organizations and Departments; all who are support staff will have separate logins in one of the many IT support companies and membership on one or more of their subordinate support groups. Roger, what permissions do you plan to use for customers?
Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Wednesday, May 16, 2007 1:00 PM To: [email protected] Subject: Re: ITSM 7/LDAP not importing some records ** Your end users do not need Incident Submitter if you are using the Service Request Wizard for them to create new tickets. I found that the client does not want end users being able to search all incidents since they can do this if they are incident viewers. -----Original Message----- From: [EMAIL PROTECTED] To: [email protected] Sent: Wed, 16 May 2007 1:54 PM Subject: Re: ITSM 7/LDAP not importing some records Our end users won't be doing much, and we're only starting out with IM/PM, so what I have is: Incident Submitter (which is Incident Viewer + being able to submit tickets) Unrestricted Access General Access (don't forget this one) Rick -----Original Message----- From: Action Request System discussion list(ARSList) __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
