Rick:
I am always dismayed when you start sympathizing/empathizing with me, because I
start singing..."If not Rick, then who?"...will know the answer. :(
Christopher:
My installation doesn't have "Support Group Admin" and "Support Group Manager".
Not under "Foundation", not anywhere else. I will dig in to see why. What
modules do you have installed? I have all except AM.
The big question is still there. On Management Console, can I have anybody
see/manage tickets that belong to a list of groups, without having to make him
a member of those groups (which would trigger all group notifications to them?)
How?
Can't we allow some self-described VIP to have a sense of total control,
without bothering him with all the details of how the underlings are earning
their pay every day?
----- Original Message ----
From: strauss <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, October 24, 2007 2:18:10 PM
Subject: Re: Roles in Incident Management 7.x: App doesn't match the doc &
other tidbits
In Functional Role Update for my support account record, in my primary
(default) support group, in the Functional Role pull-down, I see:
Change
Infrastructure Change Approver
Infrastructure Change Assignee
Infrastructure Change Manager
Release Manager
Foundation
Broadcast Submitter
Support Group Admin
Support Group Manager
Incident
Incident Manager
Support Group Lead
Problem
Problem Manager
SLM
Service Level Manager
The roles you seek are all there, but under different headings. Don't
be confused by the documentation for ITSM 7 - it has very little to do
with the actual application as installed (and patched) that you are
exploring on your server ;-)
Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://itsm.unt.edu/
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
> Sent: Wednesday, October 24, 2007 12:46 PM
> To: arslist@ARSLIST.ORG
> Subject: Roles in Incident Management 7.x: App doesn't match
> the doc & other tidbits
>
> Fol
> Still at war with IM 7 and this is the most recent battle report--
>
> Following IM functional roles are defined in the "configure" doc:
>
> Support Group Admin
> Support Group Lead
> Support Group Manager
>
> But, only following 2 are available, when you go to
> CTM:People->->"Support Groups" tab->"Update Support Groups
> and Roles" button->"Functional Role Update" tab->Functional Role:
>
> Incident Manager
> Support Group Lead
>
> I'm guessing:
> When they say "Support Group Manager" in docs, they really
> mean "Incident Manager". "Support Group Admin" is pure
> fiction, just to make it interesting, irrespective of the
> fact that this role has defined privileges as per the document.
Agree?
>
> Related question...when making somebody a member of a support
> group, the "member" and "associate member" choices are
> indistinct as far as the code behavior is concerned. Right?
> It says the distinction is "informational" only. I think I
> know the answer, but I still ask this question, because I
> can't believe the designer didn't think of having the code
> make some distinction such as not notifying associate members
> when a group notification for, say, assignment, is sent.
>
> Ok, just found out that code will allow members or associate
> members of a group to submit/modify incidents in which the
> group is owner or assigned group.
> See Filter HPD:INC:ChkModifyPermission_017.
>
> However, code will allow members, but NOT "associate members"
> of a group to modify Owner Group of any incident in which the
> group is the owner. See filter
> HPD:INC:ChkModifyOwnership_021. I don't know why/how in this
> instance, this distinction makes sense. At any rate, the doc
> is wrong (pg 55 of config guide).
>
> Lastly, and this is the question I have to get answer to for
> which I am beating around the bush above...how can I have
> somebody "responsible" for a list of support groups (they
> would review these group's tickets on Management console),
> without having them receive all sorts of notifications that
> would go to group members if I made him a member of that group?
>
> I like the more granular and closer-to-worldly-common-sense
> way roles and permissions have been defined in ITSM 7, but
> the scheme appears immature, incomplete, inconsistent and
> above all, not fully articulated anywhere. I wonder how many
> inside BMC can explain to anybody in full detail, the way
> permissions/roles work in ITSM 7.
>
> I remember doing Tivoli training long time ago in which
> understanding permissions/roles used by the suite's different
> modules came closer to being a specialization in itself. With
> ITSM 7, it's not as complex, but it's certainly confusing. Is
> there no clear explanation, precisely because it's so
> confusing/inconsistent??
>
> Back to the war on error.
> Yeah, no T. I don't think BMC meant to terrify me, but it
> surely has me pulling my hair figuring out if my
> understanding is in error, or they have made errors in
> judgment, design, execution, documentation....
>
>
>
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