Re: ITSM 7: Multitenancy, Permissions, Roles. Need OOB info and customization ideas
You are welcome to study all of the multi-tenancy docs that we have put online so far, as we continue to refine our customizations to IM to get it to work the way we need it to. All of the multi-tenancy docs and the new permissions write-up I finished today are at http://arsweb4.ars.unt.edu/index_prod.htm in the section titled UNT-Specific Documentation for Multi-Tenancy in the UNT BMC Remedy ITSM 7.x system. We are still trying to beat some of the cross-company assignment problems into submission. There is even a new explanation of our initial implementation of SLM 7.1, which is almost as much fun to work with as multi-tenancy. In fact, it has to work very differently in a multi-tenancy environment, and we expect it to evolve a lot over the coming year as we learn more about it. Let me know if got any of the concepts wrong - they are so well documented (NOT), and some of my reverse-engineering efforts have been superficial due to lack of time/resources that were instead spent fixing bugs in the OOTB app that never should have left the developers' workstations. I must admit that we have had trouble understanding some of the implications of our multi-tenancy model until real users started trying to do real work, and found that they could not. We didn't realize just how shallow the multi-tenancy capabilities of the OOTB app really are until we got it into production. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Monday, June 23, 2008 10:58 PM To: arslist@ARSLIST.ORG Subject: ITSM 7: Multitenancy, Permissions, Roles. Need OOB info and customization ideas 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7: Multitenancy, Permissions, Roles. Need OOB info and customization ideas
Christopher, Wow, you guys have done a lot of work on this. I can imagine the efforts that went into analyzing and documenting the details. I quickly looked at a few things, and I can see you have a lot of useful info. Thank you for the link. The main issue I see (with BMC's documentation) is that a lot of the information (but not all) is there in bits and pieces all over the place. BMC never puts it together in a place for you to understand the big picture in full and to get an understanding of implications of various choices. I see that with great diagrams etc you have tried to accomplish exactly that. I will be going back to your site a lot. I am guessing that your advanced training (PhD) may have pushed you towards ripping this beast apart to understand it and fully utilize it, rather than confining yourself and your implementation to the limited understanding that BMC offers in its doc. :) Thanks again. I will share with you anything useful I may come across at my end. --- strauss [EMAIL PROTECTED] wrote: You are welcome to study all of the multi-tenancy docs that we have put online so far, as we continue to refine our customizations to IM to get it to work the way we need it to. All of the multi-tenancy docs and the new permissions write-up I finished today are at http://arsweb4.ars.unt.edu/index_prod.htm in the section titled UNT-Specific Documentation for Multi-Tenancy in the UNT BMC Remedy ITSM 7.x system. We are still trying to beat some of the cross-company assignment problems into submission. There is even a new explanation of our initial implementation of SLM 7.1, which is almost as much fun to work with as multi-tenancy. In fact, it has to work very differently in a multi-tenancy environment, and we expect it to evolve a lot over the coming year as we learn more about it. Let me know if got any of the concepts wrong - they are so well documented (NOT), and some of my reverse-engineering efforts have been superficial due to lack of time/resources that were instead spent fixing bugs in the OOTB app that never should have left the developers' workstations. I must admit that we have had trouble understanding some of the implications of our multi-tenancy model until real users started trying to do real work, and found that they could not. We didn't realize just how shallow the multi-tenancy capabilities of the OOTB app really are until we got it into production. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Monday, June 23, 2008 10:58 PM To: arslist@ARSLIST.ORG Subject: ITSM 7: Multitenancy, Permissions, Roles. Need OOB info and customization ideas 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
