Companies & Unrestricted Access

[Brittain, Mark]

HI All,

Working with 6.3 we have a homegrown Trouble Ticket and Change Request.  Anyone 
in the company with a Remedy account and a write license can see any TT/CR and 
modify any  regardless of assignment. Currently we are moving to ITSM 7.6.04 
which is a significant change for us. AS you probably have already guessed some 
of the challenges for my users is trying to maintain old work habits on a new 
system.

The Tier 1 NOC has ownership over all Incidents so of course they have 
unrestricted access to all of the Incidents. When the incident is assigned out 
to a tier 2 group, members of that group also have access to the incident. The 
CRM's state that they require write access to the incidents even when the 
incident is not owned or assigned to the CRM group.

My original thought was to give the CRM's the Application Permission - Incident 
Master and restrict access to their customer companies. Works good. Then the 
CRM's said they also needed access to the operating company. So I tried that in 
dev, adding the operating company (NaviSIte) to the restriction list. Appears 
to work fine in the Overview Console but all customers appear in the Incident 
Console or when doing a search on a field other than company all customer 
appear and have unrestricted access.

One suggestion was to modify NaviSite so it is an operating company and a 
customer. First I am not sure if it can be done, or if this would invoke the 
restriction. So I thought I would check with the group before giving this a 
try. Also if anyone has run into this before, how did you solve it?

ITSM 7.6.04 SP3

Thanks
Mark



Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-634-9337
Mobile: 315-882.5360
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Re: Companies & Unrestricted Access

[Vyom Labs Support]

Hi Mark,

 

As per my understanding of issue, to achieve the requirement modify NaviSIte
to type as 'Customer, Operating'
and while giving Access restriction from people form select NaviSIte name
from Customer category.
However I tried to change one of company to same, it is not coming under
'Customer' category in 
people form->Access Restriction tab. It is coming under 'Operating'
category.

Understanding significance of field '112' and '60900' in ITSM can help to
resolve this issue.

 

--

Regards,

Nilesh Janjire

 

Vyom Labs Pvt. Ltd.

BSM Solutions & Services || ITIL Consulting & Training

Web Site: www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs
<http://twitter.com/#%21/vyomlabs>  ||
http://www.linkedin.com/company/vyom-labs

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Thursday, August 08, 2013 10:53 PM
To: arslist@ARSLIST.ORG
Subject: Companies & Unrestricted Access

 

** 

HI All,

 

Working with 6.3 we have a homegrown Trouble Ticket and Change Request.
Anyone in the company with a Remedy account and a write license can see any
TT/CR and modify any  regardless of assignment. Currently we are moving to
ITSM 7.6.04 which is a significant change for us. AS you probably have
already guessed some of the challenges for my users is trying to maintain
old work habits on a new system.  

 

The Tier 1 NOC has ownership over all Incidents so of course they have
unrestricted access to all of the Incidents. When the incident is assigned
out to a tier 2 group, members of that group also have access to the
incident. The CRM's state that they require write access to the incidents
even when the incident is not owned or assigned to the CRM group.

 

My original thought was to give the CRM's the Application Permission -
Incident Master and restrict access to their customer companies. Works good.
Then the CRM's said they also needed access to the operating company. So I
tried that in dev, adding the operating company (NaviSIte) to the
restriction list. Appears to work fine in the Overview Console but all
customers appear in the Incident Console or when doing a search on a field
other than company all customer appear and have unrestricted access. 

 

One suggestion was to modify NaviSite so it is an operating company and a
customer. First I am not sure if it can be done, or if this would invoke the
restriction. So I thought I would check with the group before giving this a
try. Also if anyone has run into this before, how did you solve it?

 

ITSM 7.6.04 SP3

 

Thanks

Mark

 

 

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-634-9337

Mobile: 315-882.5360

email-Logo-031813

 

 

  _  

This E-mail and any of its attachments may contain Time Warner Cable
proprietary information, which is privileged, confidential, or subject to
copyright belonging to Time Warner Cable. This E-mail is intended solely for
the use of the individual or entity to which it is addressed. If you are not
the intended recipient of this E-mail, you are hereby notified that any
dissemination, distribution, copying, or action taken in relation to the
contents of and attachments to this E-mail is strictly prohibited and may be
unlawful. If you have received this E-mail in error, please notify the
sender immediately and permanently delete the original and any copy of this
E-mail and any printout.

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