ServiceDesk

Version: ServiceDesk 7.1 SP2 (7.1.2)

Submit Request tab > ServiceDesk service catalog > Submit Incident (Advanced) link > Select User:

Is it possible to add a Group as the Primary Contact?

Our goal is for ServiceDesk to notify a Group of users once an Incident has been Resolved.

Is this notification going to be going to a static group or will the group always change? You can probably just put a Send Email at the end of the SD.IncidentManagement workflow before it completes.

-User X submits an Advanced Incident. User X is a member of Group X.

-User Y is the Primary Contact and is a member of Group Y.

Since the Primary Contact cannot be Group Y, we are testing the use of an Exchange Distribution List e-mail address assigned to User Y. The same e-mail address is tied to Group Y. Once the ticket is created, an e-mail notification will be sent to the User Y/Group Y e-mail address. A total of 3 Group Y users will receive that notification in their respective Outlook Mailbox indicating that an Incident has been created for User Y.

1. How do we ensure that all members of Group X are able to view User X's incident submissions through the ServiceDesk web portal?

2. Aside from providing them with the 'CanViewAllIncidents' permission, how do we ensure that all 3 Group Y users are able to view all incidents in the web portal where User Y is the Primary Contact?

3. Are there other options and/or suggestions?

Hi Rob D

If your groups having similar naming convention (SD_GRP_"Department" f.ex) and other groups aren't alike in syntax, i will do the following.

In SD.IncidentManagement.

1. Create a embedded model where the permissions is set
2. Get all groups for user
3. Check if any match SD_GRP_ (as in example for group name)
4. Give this group view permission on the proces

Hope this will get you further

Now they are able view the incident. Create then appropiate report to suite this

BR bkcbkc11