Chris,
In my experiments with ITSM 7.0.3 Patch 7 I've found that field 112
on HPD:Help Desk will get set with multiple values if the option "Enable
Multiple Assign Groups" is turned on for the AR Server.
Additionally, I've found that field 112 gets set with the company
values from the Customer, Contact and Categorization tab and NOT from the
Assignment tab (and seems to be updated when any of these changes). In other
words, Support Company does not get populated into field ID 112. This would
seem to be counter-intuitive, no? My guess is that BMC reasoned the
categorization and support company would match.
Something else to watch out for: If multiple assign groups is
enabled and you have an incident with a contact in Company A, a customer in
Company B, a categorization from Company C and a Support company of Company
D then all users who have access to Company A, Company B or Company C will
be able to view the incident. Users in Company D will not be able to.
--- J.T. Shyman
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Tuesday, May 13, 2008 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Field 112 control in ITSM 7
It has become evident that the ITSM 7 application does not, in fact,
implement multi-tenancy properly, only a faint shadow of it. We had
been led to believe in all of our discussions with engineers at two
different UserWorlds (and had not been able to disprove it in testing)
that the permissions of an Incident would be modified to reflect the
customer, current owner, and current assigned group throughout the life
cycle of the request. This is not, in fact, what is taking place, OOTB,
at least not once you have patched through 007. The only permissions
being posted to the incident are those of the customer - one group id in
field 112.
Has anyone had to supplement the ITSM 7 application with workflow that
dynamically and explicitly adds group information to field 112 for the
assigned support group and the owner group, and removes it as the
incident changes assignment/ownership? If not, I guess I will be
inventing it from scratch - this HAS to work.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
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