HI All, Working with 6.3 we have a homegrown Trouble Ticket and Change Request. Anyone in the company with a Remedy account and a write license can see any TT/CR and modify any regardless of assignment. Currently we are moving to ITSM 7.6.04 which is a significant change for us. AS you probably have already guessed some of the challenges for my users is trying to maintain old work habits on a new system.
The Tier 1 NOC has ownership over all Incidents so of course they have unrestricted access to all of the Incidents. When the incident is assigned out to a tier 2 group, members of that group also have access to the incident. The CRM's state that they require write access to the incidents even when the incident is not owned or assigned to the CRM group. My original thought was to give the CRM's the Application Permission - Incident Master and restrict access to their customer companies. Works good. Then the CRM's said they also needed access to the operating company. So I tried that in dev, adding the operating company (NaviSIte) to the restriction list. Appears to work fine in the Overview Console but all customers appear in the Incident Console or when doing a search on a field other than company all customer appear and have unrestricted access. One suggestion was to modify NaviSite so it is an operating company and a customer. First I am not sure if it can be done, or if this would invoke the restriction. So I thought I would check with the group before giving this a try. Also if anyone has run into this before, how did you solve it? ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CE9435.E52D1E80] ________________________________ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
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