It has become evident that the ITSM 7 application does not, in fact, implement multi-tenancy properly, only a faint shadow of it. We had been led to believe in all of our discussions with engineers at two different UserWorlds (and had not been able to disprove it in testing) that the permissions of an Incident would be modified to reflect the customer, current owner, and current assigned group throughout the life cycle of the request. This is not, in fact, what is taking place, OOTB, at least not once you have patched through 007. The only permissions being posted to the incident are those of the customer - one group id in field 112.
Has anyone had to supplement the ITSM 7 application with workflow that dynamically and explicitly adds group information to field 112 for the assigned support group and the owner group, and removes it as the incident changes assignment/ownership? If not, I guess I will be inventing it from scratch - this HAS to work. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
