I agree, security is of issue from the requester / support staff standpoint.
I'd suggest searching the archives, as this has been discussed in the past. The issue is a big one... ________________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Don McClure Sent: Friday, June 29, 2007 7:34 AM To: [email protected] Subject: Re: ITSM 7 Requestor accounts Philip, Our work with ARS7/ITSM7 has led us along similar lines--multi-tenancy, with a company/group strata within the University (33,000+ students and approx 300 support staff). By our experience: a ticket will always be visible to its submitter, regardless of company affiliation of that submitter--so tickets which MUST remain hidden within a particular company need to be: - created by a support staffer within that company, on a customer's behalf, if appropriate; and - NEVER assigned outside that company. As for associating requesters with more than one company: A particular login ID will see tickets for any company where they have visibility (access)-- hence the two observations above. Further--a support staffer can have as many login IDs as the admin is willing to maintain , and give each ID access only to a particular company (in fact, login ID is the only field in Person Information which must be unique). We are also working on an extensive customer-company architecture to co-operate with the multi-tenancy support structure. Again, these are observations from our experience in architecting ITSM 7 to a University IT-support role. You are welcome to contact me off-list for any further details. Don W. McClure, P.E. Systems Engineer University of North Texas dwmac_at_unt.edu 940.565.3287 "Not everything that can be counted counts, and not everything that counts can be counted." (Albert Einstein) >>> "Boucher, Philip" <[EMAIL PROTECTED]> 29-Jun-07 4:03 AM >>> We are preparing to implement ITSM 7 using the multi-tenancy mode. We need to structure our internal organisation into different companies to allow data to be segregated. For example IT, HR, Finance. In this way only HR will have visibility of the HR tickets. Our issue with this approach is that we would need to duplicate the requestor accounts for each of the internal companies. For example a user would need a requestor account created for IT, HR and Finance to be able to log tickets against these companies. Eg IT.Requestor, HR.Requestor and Finance.Requestor. Is it possible to associate requestors with more than one company using ITSM 7? Or will we need a customisation, if so has anyone solved this issue. Thanks Phil This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
