I believe it was made more restrictive to provide increased security, particularly around multi-tenancy. We also had some heartburn when we went from 6.3 to 7.0 but somehow management became convinced it was cleaner to restrict specific records to the Change Coordinator/Manager groups and have everyone else's work on the Change Request be tracked via Tasks or related Changes. At least it seems to make auditors happy, which helps too.
At the end of the day, it sounds like you need to address why a ticket assigned to Joe's group would be something that Bill would find it necessary to work on. There should be a more formalized handoff or process of assigning work so that Bill doesn't come off looking like a rogue I.T. guy that may create more problems than he solves. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Brittain, Mark Sent: Wednesday, February 27, 2013 3:40 PM To: [email protected] Subject: You do not have permission....(users complain) ** Hi All, This winter we started moving to ITSM 7.6.04 from ARS 6.3 which completely custom applications. On the Incident and Change all of the fields had the Public permission. Anyone could update any Incident or Change regardless of assignment. BMC designed ITSM to be much much more restrictive where you need to right Support Group and/or Functional Role to be able to modify an Incident or Change. So I am getting a lot of complaints from users about this. Incident is assigned to Joe, and Bill worked the issue and can't update/close the Incident because he is not in Joe's group. That's how ITSM works is not really a good answer. I need to be able to explain why. Is there a BMC/ITIL document or white paper that explains why the permissions are this why? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company [email protected]<mailto:[email protected]> Office: 315-453-2912 x5335 Mobile: 315-882.5360 ________________________________ 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. _ARSlist: "Where the Answers Are" and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
