Hi folks,
I am looking at extending the ITSM 7's scheme for data
and rules partitioning (in other words, permissions)
to satisfy a customer's requirements.
I am looking for info on ITSM 7's OOB capabilities as
well ideas for modifications/enhancements.
I need to enhance the per company scheme of setting
data access permissions to take it to business units
within companies.
I also need to enhance specification and maintenance
of access rules for data to be more granular and less
onerous at the same time.
The main gaps between what customer needs and what's
in ITSM 7 are:
(1)multi-tenancy goes only so far. If a company is
supporting many other companies, business units within
those companies can not be segregated for data access
etc. In the customer's world, per company is not
specific enough.
(2)if you use recommended solution of having business
units themselves defined as companies, it gets
awkward, for the simple reason that this is a
workaround, not a good solution. Bob Backline may
need access to 10 BUs within a company and 20 in
another. Who's going to maintain his and his
colleagues access list. He can't see their tickets
together in his console.
Plenty of other issues, such as reports etc. It will
be harder to do anything to a company as a whole.
(3)Company access can be specified at people level,
not group/organization level.
(4)Documentation issue--whatever capabilities ITSM has
for data/rules partitioning is not explained in full
anywhere . (see my list as to what I have seen so far)
****So, I am looking for anything that will help me
fully understand OOB capabilities*** And any ideas on
customization to further enhance how tenancy, roles
etc can better segregate data and allow better control
of access to system's features. Ok, I am being rather
vague here...but if not fresh ideas from your mind
just for my purpose...I'm at least looking for
anything that somebody has already done in these
areas.
To understand OOB, I have so far looked at:
-the "guide to multitenancy" pdf doc from BMC
-the docs from advanced ITSM 7 trainings for partners,
especially the "core" training, volume 2
-of course the regular pdf manuals, especially the
config guide and user guide
-ITSM 7 architecture pdf document
..and yes I still think the *full* picture of OOB
capability does not emerge, especially how tenancy,
app permissions, roles etc intersect or work
together...at least not in a way this mortal feels
satisfied. Not if a way I can fully explain it to my
customer.
I may have just gotten old compared to last year, but
I find it convenient to deny and ignore this development.
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