Thanks everyone for the thoughts, I'm just catching up. We will be testing whatever we go with.
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: Thursday, October 11, 2012 3:02 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: Multi-tenancy, Human resources, field ID 112 etc. ** We had customers with a similar requirement, only both they and our Service Desk wanted to be able to assign their tickets back and forth across both companies in the case of a misroute or a request needing to be forwarded (Service Desk on restricted side to HR on unrestricted side to some HR IT group back on the restricted side, for instance). We could not find an option we liked for that, so that set of users elected not to come on board with us. The issue I question with Aditya's solution is that it looks to me like it allows one-way assignment only - from unrestricted HR company to restricted regular company. And if you put the Service Desk on the unrestricted side to allow assignment both ways, you're the sensitive HR data is potentially compromised. I wouldn't swear I'm right about this, though, as this request was a while back. As always, test for yourself if you want to be absolutely certain! Thanks, Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov<mailto:nkst...@sandia.gov> ITSM 7.6.04 SP2 - Windows 2008 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of Aditya Sharma Sent: Thursday, October 11, 2012 3:07 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: [EXTERNAL] Re: Multi-tenancy, Human resources, field ID 112 etc. ** Hi Ron, You can achieve this with multi-tenancy. You will need to create separate compony for you HR users. Lets say your compony is Calbro, the new company can be Calbaro-HR. All the foundation data corresponding to your HR department should use this new company. You can have access restriction set for users (Service Desk etc) to Calbro only (Add Calbro in Access Restriction Tab of all the Calbro Users) so that cannot access anything related to Calbro-HR compony. But vice versa you can set allow your HR users to have access to Calbro as well as Calbro-HR companies (or Give HR users Unrestricted Access if only two companies are there in your system). Regards, Aditya On Thu, Oct 11, 2012 at 3:48 AM, Peters, Ron <rpet...@columbia.com<mailto:rpet...@columbia.com>> wrote: ** Hi all, I believe we are currently running in multi-tenancy mode though we only use a single company. Our help desk assigns tickets to various support groups as normal. Now, were looking into bringing our HR department on board so we can assign tickets etc. to them. I believe the main sticking point is that they don't want anyone seeing what could be sensitive information in their tickets. I've heard that we can do something where only they see their tickets and nobody else can. I've been reading about multi-tenancy and support organizations but it wasn't super clear about a situation like this. What recommendations do you have for this type of scenario? We're just starting down this path and are thinking about the possibilities. These are some of the ones I've thought about but may not be exhaustive (or correct for that matter). Most users should: Be able to assign tickets to HR users Not be able to see any of the HR tickets or ticket contents HR users should: Be able to assign their tickets back to non-HR groups, mainly service desk but possibly others Be able to work their tickets. Probably be able to see non-HR tickets and contents Thoughts? Thanks, Ron _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://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"
