Re: Question about ITSM 7.6.03 support group model...
Keith: I think that there might be an easier way. If you create a local support as Company A, and the National Support as Company B, then you can make support groups in Company B available for selection in Company A if you modify the row-level access characteristics of the rows in CTM:Support Group for Company B. What you can do is the following: - go to CTM:Support Group and unhide the field Vendor Assignee Groups (I think this is the name, off the top of my head). - put the group id for Company A (taken from the Group schema) in the Vendor Assignee Groups field on the appropriate support group entries for Company B - These support groups are now available for selection on Company A (in the Incident via the Assignee Groups field), even though they belong to Company B. I've done this before and it works well. HTH. Terry _ From: Action Request System discussion list(ARSList) [mailto:arslist@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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Question about ITSM 7.6.03 support group model...
Thanks! On Wed, Jan 12, 2011 at 2:37 PM, Brittain, Mark mbritt...@navisite.comwrote: ** 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: arslist@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. _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
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Question about ITSM 7.6.03 support group model...
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
