HI Mark. I agree with Nancy, and can go a bit further: significant workflow is involved keeping User, People Permission Groups, and other tables SYNCHRONIZED as an administrator configures via CTM:People and the People-View in Nancy's response. In fact, I do not recommend trying this by hand under any conditions. We are on ITSM 7.6.04 sp3.
We actually found a situation in base-version ITSM 7.6.04 where Support-Staff records entered via the Application Administration Console and its popup would actually fail to update 'availability' and other facets of support-group records. I have made it a practice in my portfolio to ALWAYS create/modify/de-commission support-staff records directly[EXCLUSIVELY!!] in CTM:People. Always! I cannot help you concerning mixing these activities with your custom in-house items--especially if you are adding groups/roles other than in the manner specified in the configuration guide. The number of 'touchpoints' is large, and diagnosis may require finding exactly which rights you expect to see and do not observe. We field a large multi-tenancy implementation, of which Dr Christopher Strauss has expounded regularly in this list. Don W. McClure, P.E. ITSS Call Tracking Administration University of North Texas System dwmac @ unt . edu -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nancy Tietz Sent: Wednesday, May 23, 2012 12:31 PM To: arslist@ARSLIST.ORG Subject: Re: Using ITSM Support Groups with AR System Roles Hi - This is my take on it. With ITSM, the AR User form and AR Group form are not generally needed. They don't have enough information. The People form on ITSM (Administrator Console > Application Administration Console > People-View) is the one that has people associated with the Support Group Names and the Functional Roles which are based on the Support Group. It isn't necessary very often to have to look at the actual number of the support group. Just the name. I also think it is confusing that you have to do 'Permissions' that say Knowledge Admin etc, and then do 'Support Groups' and also worry about the 'Functional support Groups. It is a lot to grapple with all at once. Best wishes! -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mark Lyndle Johnson Sent: Wednesday, May 23, 2012 12:46 PM To: arslist@ARSLIST.ORG Subject: Using ITSM Support Groups with AR System Roles My organization has been running Remedy AR Server for a very long time solely using custom in-house built forms and applications. We're transitioning to ITSM for our main ticketing forms and keeping some of our self-built custom forms. I set up a 7.6.04 SP 2 ITSM server and have migrated our custom applications over (these were mostly built in a AR System 7.1 environment), and I'm having trouble using the ITSM Support Groups to grant rights to our custom apps. In the ITSM People form, if I make a user a member of a Support Group, then if I open that same user's entry in the AR System User form, I see that they have a number listed in their Group List field. If I then go to the AR System Group form and search for a group with a Group Name matching that number, I come across an entry where the Long Group Name field states that it is for the Support Group I just made the user a member of. Then I go to the AR System Roles form, and I see that the Test and Production drop down menus that list AR System groups also contain all of these Group form group name numbers that related to all of our ITSM Support Groups. The problem is that if I select one of these number groups, none of the users in the corresponding ITSM Support Groups are picking up the rights that that role is supposed to grant to them. I double checked that the AR System Application that the role pertains to is in either a Testing or Production state. I dont' understand how to use these numbered groups to allow us to grant Role permissions to ITSM Support Group members. Does anybody have any thoughts on this? Thanks, Mark _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
