ServiceDesk

Hi!

I have a need to set security on incidents - so it will  be visible to the helpdesk staff and for the members of the group of the primary contact of the incident. Our goal is to have environment, where are multiple clients, that share common helpdesk.

Doing that I have encountered two obstacles:

1. Add Process Permissions - Has anyone managed to find it's documentation? Most confusing part of it's usage in the processes permissions.  In the processes, where this component is in use, it has always "All Users" as group, that gets permissions assigned, not the group, it should assign the permissions.
2. Is it somehow possible to limit search results from CMDB to the organization/Location/Group the primary contact is member of?  At this moment all CMDB entries are visible to all in Incident creation forms.

Hando

I set permissions in the setup Workflow by group. However i don't separate out who can edit what ticket, just if they have edit rights in general. To be more granular i bet that would require a major overhaul of the permissions system.

Limiting search results is going to take rewriting queries in the work flows ( we are going to be doing that too, after we go live )