Hi Keith You could use row level access. First you have to add a field with Database ID 112. Then on the Request ID field give only the Assignee Group permission. After that only members of the group(s) listed in field 112 have access to that ticket. Also if you enable multiple assigned groups on the server you can have more than one group in field 112.
Let's say you have three groups, Local 1, Local 2, and National. In Ticket A the value in 112 is Local 1. Only the members in Local 1 can see the ticket In Ticket B the value in 112 is Local 2 National. Both Local 2 and National can see the ticket. Local 1 cannot. In Ticket C the 112 field is blank. Nobody but the Administrator can see the ticket. Some points A user should only be in one of these groups or keeping it straight will drive you nuts. Make sure not to include Public in the Request ID field or 112 is ignored. Request ID will not appear in a email body unless you sent to a Remedy username that has at ticket's 112 permission. The email will still be sent out but that spot will be blank. However it will appear in the subject line (go figure) If you have any questions, email me directly. Mark From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of keith thompson Sent: Wednesday, January 12, 2011 1:48 PM To: arslist@ARSLIST.ORG Subject: Question about ITSM 7.6.03 support group model... ** Hello, My company has local support and national support. Is there a way to configure the operating companies such that local support users are restricted to only seeing their local tickets, but can also select the national support group from the assignment menu, AND not have access to any other national support tickets but the ones the locals have assigned to the nationals (their own)? Thanks, k _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
