George, this is definitely doable. As part of my LDAP integration, I built
a Filter that had 3 actions:
1.
Set the "Unrestricted Access" checkbox on the People form to "Yes".
2.
Push to CTM:People Permission Groups with the General Access group
info.
3.
Push to CTM:People Permission Groups with the Unrestricted Access
group info. (the data behind the checkbox).
You might also consider setting their User Preferences form with whatever
you want, including the Requester Console as their Home Page.
You could run this as an escalation to populate all existing users if you
want.
You could repeat with additional groups if you want - this worked just fine
for me.
Make sure you exclude your Support users from this.
Rick
_____
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Payne, George
Sent: Wednesday, May 30, 2007 1:38 PM
To: [email protected]
Subject: Trying to avoid the BIG "C"
**
Hey Gang,
I'm in the middle of moving from ITSM 6 on ARS 6.3 to ITSM 7 on ARS 7.0.1.
We have 70,000+ "users" and around 1000 support personnel. We would rather
avoid having to load all of those users into either the CTM:People form or
the User form (or both). In Version 6, we could authenticate a user (via
AREA LDAP in our case) and that user would be allowed to enter tickets by
means of the Requester Console - New Request form.
Now, in Version 7, the user is Authenticated (once again with AREA LDAP) and
then runs into a roadblock when they try to get into the Requester Console:
You must be a registered user to access the Requester Console.
Please
contact your Administrator to register for the Requester Application.
(ARWARN 1440101)
Throughout the "BMC Remedy IT Service Management 7.0 Configuration Guide"
they talk about the "unknown user" and define it (finally) on page 365.
When you follow their steps to "Allow Unknown Users" you are basically
setting up a GUEST account for everyone to use. I don't think that would be
a good idea in our environment.
I have discovered a way to automatically create the accounts for the user as
they login, and I'm just curious if there's a "prescribed" method for doing
such a thing with ITSM 7.0 without having to make the CUSTOMIZATION (albeit
gentle) to the workflow that I was required to make.
Self-service is going to be leading motivation, if it's not already! Why
should a user have to wait for someone to create their "account" in Remedy
or "register for the Requester Application"?
Has anyone else out there been able to circumnavigate this one??
Thanks,
George
George Payne
Assistant Director, User Services
Information Technology Services
University of Texas at Austin
512.232.7513
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