Totally agree. It depends on Support Group Structure you may want to implement. If each SD needs to work only with their own tickets you need to create them as a company for each one. Also you need to set Restricted Access for specified Company in People Profile for each member of Support Groups.
HTH, Alejandro -----Mensaje original----- De: Action Request System discussion list(ARSList) [mailto:[email protected]] En nombre de Meyer, Jennifer L Enviado el: Miércoles, 31 de Agosto de 2011 13:07 Para: [email protected] Asunto: Re: Multi-tenancy Setup for ‘One Customer – Multiple Support Desks’ scenario Rama, Are you setting up each service desk so that it cannot see data belonging to any of the others? If so, then you will want to create each SD as its own company. If 2nd-tier support will be working on tickets belonging to multiple SDs, then you will want one company and 3 Organizations, using row-level security to control access. The difference is if each of your SDs is a company, then you imply that all tickets will be worked by support staff belonging solely to that company. If your support staff work tickets for multiple SDs, then you'll want a single company, with row-level access controlling assignment, ownership, and visibility. Does that make sense? Jennifer Meyer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of RamaKanth Sent: Wednesday, August 31, 2011 11:34 AM To: [email protected] Subject: Multi-tenancy Setup for ‘One Customer – Multiple Support Desks’ scenario Dear Community, We are having difficulty in implementing Multi-tenancy model with the below setup we have. Any thoughts on implementing this are highly appreciated. We are part of one company (lets call it as ‘ABC’) We have 3 different service desks 1. IT Service Desk 2. Finance Service Desk 3. Facilities Service Desk How do we manage foundation data to have this managed in this multi-tenancy setup? We want the Transactional Data (such as Helpdesk, Problem… data) to have access to their service desks alone. The Support Groups and Operational Categorizations are different for each service desk. The people, Organization, Location information is same for all the 3 desks. Customizing will be the last option to be implemented. Went through all the multi-tenancy documents provided by BMC but not able to fit our requirement properly. BMC Multi-tenancy model is defined for ‘One support desk – Multiple Customers’ model, but our requirement is otherway round ‘One Customer – Multiple Service Desks’ Thank you. Rk _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ________________________________ E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
