You can setup:
Company 1 - Allpeople Company 2 - IT Support Company 3 - HR Then setup company 2 & 3 to support company 1. This will give company 2 & 3 access to company 1. The problem will come with the data segregation part. On your Incident form field 6969 and 112 will setup your permissions for the record. These fields are set by workflow for the customer company, support group, and vendor group. Unrestricted Access is also added into there. You also have assignee and submitter permissions. If you have everyone under Company 1 then anyone that supports that company will see all the tickets, which is not your desired result. You have a couple options. You can replicate the people data across multiple companies, which is probably not ideal or you can setup a filter to lock down field 6969 and 112 on submit. Also you may have sensitive people data that HR needs to see but IT doesn't, so keep in mind that there are going to be additional lock downs on the people form. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Poston, Lynna To: arslist@ARSLIST.ORG Subject: Adding HR Department to ITSM Application using Multi-tenancy ** ARS 7.6.04 SP3 & ITSM 7.6.04 SP2 We use ITSM for our IT support personnel and for our field users (SRM). We also have a custom app that we created using remedy that our HR Department and employees use on another server. What we are wanting to do is add the HR group to our ITSM app but keep their tickets separate due to sensitivity issues. I've been looking at setting up HR as their own company but then run into the issue of people records. The people records are for all company employees and they would use, and be used by both IT and HR. I'm not sure how to go about segregating the tickets between the two (IT & HR) so that IT personnel cannot see the HR tickets or how to handle the people records. Do I need to create a separate company or separate business units? Can anyone share his or her experience and advice on how to go about this? Any advice is appreciated. Thanks, Lynn P.S. I have the multi-tenancy document and have been through it but I'm still not sure which is the best route to go. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
