Please more detail and use case to get right responses from experts/gurus and professionals.
Then how service desk will assign tickets to that support group ?
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As Mohammad said, it's hard to give a good answer without knowing exactly what you're trying to do. More details will allow us to make a big difference in us being able to give you an answer.
I can invent a hypothetical use-case that loosely fits what you asked, but I can only guess as to whether or not it comes close to what you are trying to do.
Here's my hypothetical use-case:
There are 4 (or more) groups:
ID Group Name
100011 Helpdesk Tier 2
100020 Field Services
100030 Account Services
Procedure: If a ticket is misassigned to field services then user assigns the ticket back to the helpdesk for reassignment.
Problem: Some field services users instead incorrectly reassign the tickets to Helpdesk Tier 2 in an attempt to get better service for the client.
Proposed solution: Make it so that Helpdesk and Helpdesk Tier 2 are the only groups that can assign tickets to Helpdesk Tier 2.
Again, this is only a guess regarding the issue you may be facing.
To implement this solution, I would change the menu associated to the Assignment Group field to include:
... AND (('Group ID' != "100011") OR (($GROUPIDS$ LIKE "%;100010;%") OR ($GROUPIDS$ LIKE "%;100011;%")))
Hope that helps? Maybe? It's possible that is not even remotely related to what you are trying to do.
If you need more help, please reply including:
* What's currently happening
* Why that's a problem
* How you would like the application to behave instead (And be prepared to be open to alternative solutions.)
Thanks for your response. Here the requirement is we want to create a new support group that should be visible only for that support group members.
Because we want to create secure incidents and that should be visible only to authorized people. Hope you got my requirement.
So, it's not that you want the "group" to be hidden, but that you want incidents assigned to the group to be hidden?
Yes Philip. The requirement is hide the incidents.
That's kind of a big question.
The over-simplified answer is to make it so that for these tickets, make it so that only this group has permissions to field 1 (Request ID).
In reality, the details are more complicated.
Doing this well requires a thorough understanding of Remedy's security model.
Let me first ask, are you using an ITSM form or a completely custom built form? I have very little experience with ITSM, so I wouldn't want to give advice on this if you're using ITSM out of fear of breaking the existing ITSM security model. There may be a way to achieve this with tools that already exist within ITSM. If so, I'll let others answer further questions.
Let us know whether or not you are using ITSM and then perhaps I can provide additional advice.
We are using ITSM form Phillip.
Please provide the version and how current application permission model and hierarchical group configuration setup?
Who will create tickets and assign to secret group? only the member of secret group or anyone can submit ticket to this group but should not be able to see or any support group can route existing ticket to this group?
You can achieve this by adding custom filters, i can precisely tell you what to do once you provide the above information, it would be better to write the use case as Phillip Brockhaus explained the use case as an example.
We are using 9.1.03 version. For example, we are creating support group called "Test". Only members of that support group should can create tickets and work on the incidents assigned to the support group. It should not visible to anyone including Help Desk.
two more question, who would be customer for these ticket?? will it be any member of secret group or anyone else. and do you also have users with unrestricted access and do they have permission to incident module???
now the reason why i asked this is as we know from 9.1 onward data access model is changed. only customer,submitter,assigned group,owner group,parent group,unrestricted access members can see tickets.values are pushed to 112 field OOB.
Only members of that support would be the customer. We don't have any users with unrestricted access to incident module.
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find below 2 step solution for your requirement
1. Data access: this would be taken care OOB as from 9.x onwards data access model is changed from company to support group where in only customer,submitter,assigned group,owner group,parent group,unrestricted access members can have access to a request. Create a new support group and add members to it. make sure you don't set any parent group for your secret group. Guide your secret group users to select Assigned Group and Owner Group as your secret group while submitting tickets. regarding customer and unrestricted access you already confirmed. so this way only members from your secret group would be able to see tickets assigned to this group
2. Assigned group menu configuration : now coming to second part if you dont want to show Secret Group in Assigned Group and Owner Group Menus for other users then try to update qualification for these menus as suggested above by Phillip.
Sharvan, I have one more doubt. We want to keep incidents as secret. But if we take reports from Remedy any one can see the incidents right?