I am trying to figure out if I haven't configured our environment
correctly or if I do just not understand how this should work.
Environment:
7.5 - patch 3, Windows 8, Oracle 10g
2 operating companies: IT Support & HR
1 customer company: Campus Users
IT Support & HR are set up to as support companies for Campus
Users (Foundation > People>Support Company Access Configuration -
"this feature enables members of the support company to create tickets
customers in the other company" - Guide to Multi-Tenancy p.27)
Support staff are granted access to their respective support
company on the Login/Access Details of the people form.
What works well:
IT Support & HR cannot see each other's incidents.
Support staff can only see their groups in the Assigned Group
field.
What doesn't work well:
The company field on the incident form defaults to the support
company (IT or HR), which is not where the customers reside. We have
to clear this field in order to search & select customers in Campus
Users.
When entering a name in the contact field, it sometimes seems to
point to Campus Users and sometimes to the support company. Still
haven't quite figured this one out.
We also have to keep the company field blank on the Incident
Console in order for the table to populate. The only choice is
the support company but if we select that, nothing displays. My question
is: why do we have to clear these fields? Is this the way it's
supposed to work?
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