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How to reassign tickets from one company to another and vice versa

Ravindra Babu Gudimallam

Hi,

 

We are using Remedy Server version 7.0.01 Patch 009.Withmulti tenancy feature of ITSM version 7.0.2

 

We have a requirement where we want to reassign tickets from one company to another and vice versa.

 

 

·         Please let us know if reassignment between companies is advisable or not.

·         Please let us know the feasibility of this requirement.

 

Please suggest.

 

regards,

ravindra

  • 1. Re: How to reassign tickets from one company to another and vice versa
    Carl Wilson

    As long as the User has the appropriate permissions (Company) to do this, there is no issue in doing this.

    This is what the MSP Multi Tenancy was designed to accomodate.

  • 2. Re: How to reassign tickets from one company to another and vice versa
    cestrauss

    Actually, the OOTB multi-tenancy is NOT well designed to do this, and may require some customization to accommodate your organizational structures.  Two ways to get around it without customization are to put all of your customers in a common customer company that ALL support staff have access to, and create all tickets against these universally-visible customers, and to set up a common "ticket transfer" company with public facing support groups that is also added to ALL support staff permissions, as a place that they can exchange tickets.  By default the support groups in different companies cannot see each other to cross-assign tickets.

     

    Where you will run into problems is when the support staff in one company use themselves as the customer (their account homed in the support company) and assign the ticket to someone in another company who ends up with no permissions whatsoever to see that ticket.  I have documented how this appears to work in ITSM 7.0.x and what we did to "fix" it at http://arsweb4.ars.unt.edu/helpdesk/itsm7_record_permissions.htm and http://arsweb4.ars.unt.edu/helpdesk/multitenancy.htm .

     

    Christopher Strauss, Ph.D.

    Call Tracking Administration Manager

    University of North Texas Computing & IT Center

    http://itsm.unt.edu/

  • 3. Re: How to reassign tickets from one company to another and vice versa
    Carl Wilson

    Actually, disagree with you on this. If setup correctly, there is no issues changing between Support Groups and Companies (the emphasis being on Companies which this user asked about).

    As Multi Tenancy is based on the Company name, giving the User the access to the Company allows for seemless transfers and re-assignement between Companies.  There should be no need for Customizations unless you want to lock down at Support Group level and not Company level.

    Multi Tenancy is not designed to lock down at Support Group level, which is where the issues begin and breaking the permission model is needed.  This is where it falters.

  • 4. Re: How to reassign tickets from one company to another and vice versa
    aiswarya

    Hi Carl,

     

    Thanks for your reply !!!

     

    Please let me know is there any document to related to this issue.

    Regards,

    Aiswarya.

  • 5. Re: How to reassign tickets from one company to another and vice versa
    Carl Wilson

    Indeed,

    BMC have produced the below document to help with Multi Tenancy.

     

    http://documents.bmc.com/supportu/documents/65/80/86580/86580.pdf

     

    Again, the thing to remember is this is done at the Company level so restricting at a lower (eg. Support Group level) would require a customization or you to configure it as a separate Company.  The document explains different methods to segregate Business Units etc.

  • 6. Re: How to reassign tickets from one company to another and vice versa
    cestrauss

    Setup "correctly" assumes that there was actually some sort of guidance provided from BMC about how to use multi-tenancy during the first year and a half of the product life of ITSM 7; unfortunately, it was not.  When a document was finally published, it was not included in the normal Customer Support Notice system, and apparently was not added to the online documentation until months after it was published, and we did not hear about it and see it until ITSM 7 was two years in release, and long after we had designed and implemented our company organizations in a production environment.

     

    One of our design requirements for ITSM 7 was that each business unit and its associated IT support group(s), and each directorate of the computing center, have its own Company in order to limit the visibility of internal tickets and control the visibility of client tools (categorizations, templates, scripts, decision trees, etc.).  For examples, support staff in the College of Business are NOT supposed to be able to see tickets that are internal to the Library, and vice versa, and they cannot since they are in different Operational Companies. Adding a customer Company with all customer IDs, and a Ticket Transfer Company with public-facing groups for the various support groups, and giving all support staff users access to both of these, solved 90% of the problems with moving tickets for the general customer population around, but not all.  We worked very closely with out Information Security group on the design for multi-tenancy, and did the best we could with the limited capabilities of the OOTB application.  If we had wanted a system where any support staff member could see everything, we would have stayed single-tenancy like in all of our previous applications (Help Desk 3, 4, and 5.5).  There is no point in segmenting all of the permissions, and then giving them all back to everyone.

     

    Even with everything setup "correctly" for a multi-company environment, if a support staff user needs to reassign a ticket created inside his or her company to a group in another company, visibility and rights will be a problem unless the customer was selected from the global customer company.  There are further problems when you have two different support groups who are in different companies who send tickets back and forth all of the time, because they lose the rights to edit the ticket, look at the work logs, or add work logs every time it is assigned to the other group.  There is no configuration in the OOTB app to solve this, short of granting support staff rights to the entire other Company that is involved.  That is not an option when one group is in an independent Company of its own, and the other is one of a dozen support groups in a computing center director-level Company that should not be made visible to the external unit.  The only solution was to customize the application to embed a permissions history directly in the ticket in field 112.  Several other academic sites have had to do the same thing, or similar customizations in order to make multi-tenancy work in their environment.

     

    Note that we experimented with changing the Ownership of a ticket as a way to get around this, but the limitations on who can change ownership, and to whom, made this too cumbersome in some situations (and did not work at all in others) and created more problems than it solved, so we left that part of the application to its default behavior.

     

    Christopher Strauss, Ph.D.

    Call Tracking Administration Manager

    University of North Texas Computing & IT Center

    http://itsm.unt.edu/

  • 7. Re: How to reassign tickets from one company to another and vice versa
    Carl Wilson

    Hi Christopher,

    I understand the frustrations, We have had to break the permissions model to do what you have mentioned for clients in the past.

    Unfortunately, the Multi Tenancy does not handle this very well when working around "secure" Support Groups as you have mentioned.

    The hard part in breaking is that there are many associated forms that have to be modified as well, and as you say the ownership due to the fact the there are 3 fields driving the OOB solution in Incident.  I guess there is a few approaches to how you customise to your needs but we managed to overcome this with the solution we made (although it took a lot of initial analysis).

     

    The client we worked with had a requirement to have a generic summary when relating a "secure" ticket indicating that the related ticket was in a secure Support Group and could only be viewed by the secure group.  There was also a need to transfer in and out of the secure group whilst leaving information that was added in the group secure (such as Tasks, Work Info).  The hard part was all the relationships that had to be updated when moving in and out of the secure groups, lots more forms than we first thought were affected (searching, reporting, associations etc).

    We actually had a win where the solution actually allowed for more flexibilty using the Access Restrictions OOB.

     

    The good thing is now that we have this complete solution, it can be re-implemented to other customers.  It is a shame that this is not that publically known.

  • 8. Re: How to reassign tickets from one company to another and vice versa
    aiswarya

    Hi .....

     

    Can anyone please help me to understand if it is recommended to go ahead with reassignment within companies or it may result in possible issues like insecurity of data etc.

     

    Please assist....

     

    Regards,

    Aiswarya.

  • 9. Re: How to reassign tickets from one company to another and vice versa
    Rajesh Kumar R S

    Hi ,

     

    The requirement will be causing intergrity issue, when you are given access to change the assignment between companies.

     

    Multi-tenancy is mainly implemented for the data level security, which will be lost, as per your new requirement.

     

    Raj

  • 10. Re: How to reassign tickets from one company to another and vice versa
    Carl Wilson

    As can be seen from previous post on this topic, there is no issues in re-assigning to other companies dependant on the requirements.

    If you only give only the User's that require the permissions to see the other companies access, then you will not have an issue with data integrity.

    The emphasis in this situation is on the Company as they will see ALL company data, not partial or pieces of the data.  So all records for that company will be accessible.

    If further security is required within the Company, there are 2 options:

     

    1. Set the Security using the OOB Multi Tenancy, and following the examples in the BMC document posted, and setup the lower levels using Company as a way to segregate - which in most cases is not ideal for a customer wanting lower level security of data/tickets, but if it is at Organization level it is better suited to go OOB and use this to set your Org. structure up as separate companies.

    2. Customize the application to enforce the security and effectively 'break' the permission model to accomodate the needs.  This is normally chosen when Support Group level security is required.

     

    So if it is just normal transfers between companies, where the person with the access is allowed to see all the data and not just partial, then the OOB will work as designed.

  • 11. Re: How to reassign tickets from one company to another and vice versa
    aiswarya

    Hi .........

     

    Can any one please let me know if it is advisable or not?

     

    Regards,

    Aiswarya.

  • 12. Re: How to reassign tickets from one company to another and vice versa
    Steve Wilson

    It has nothing to do with whether it is advisable or not.  The product just wasn't designed to support reassignment between companies.  The design was to support the isolation of company data as well as for service providers.  So if you want to reassign tickets between companies, you have to be aware of the limitation that the person reassigning the tickets will require visibility (access) to both companies...the source and target.

     

    I know this topic has been raised before and I believe RFEs have been submitted to enhance the model.  But this how it works now...without customization.

  • 13. Re: How to reassign tickets from one company to another and vice versa
    Carl Wilson

    >The product just wasn't designed to support reassignment between companies.

     

    This is exactly what multi-tenancy was designed to achieve for a Multi Service Provider company.  It fully supports re-assignment between companies depending on permissions (and support needs for the companies), thus why there is the Access Restrictions to control this.

  • 14. Re: How to reassign tickets from one company to another and vice versa
    Steve Wilson

    "Fully supported" is a subjective term.  I have come across many requirements and queries...such as in this thread...that require more than what is supported out of box.  I believe the focus of the multi-tenancy and assignment model out of the box is more toward isolation of data and assignment to a single company or service provider...not reassignment between companies.  That said...as has been stated before...the key to assignment between companies is to understand the access control and realize that the person doing the reassigning requires visibility to the companies involved.

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