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Rules and Templates - Organisations

Created: 14 May 2013 • Updated: 26 Aug 2013 | 8 comments
Dan B's picture
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There has been mention of additional options in Rules and Templates to allow both more login and other fields to be included in the MP1 release

Does this include allowing Organisational Units to be leveraged in both Rules and Templates?

 

We have a need for ...

- Notifications to be customer specific.  For example our ServiceDesk Contact numbers are different for each customer. 

- Service Catalogue actions may also be different in some cases.

- Surveys maybe different for some organisations and not required at all for others.   But the number of staff surveyed for each business unit

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BRING's picture

Dan B,

 

Some more specfic details and/or use cases surrounding these options would be really helpful.  

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AzzaC's picture

I think referring to Dan B's previous forum comments on Organizational structure may help.

 

Essentially he is asking for the Select conditions in the rulesets to include Organization.

Further to this, I notice many of the qualifiers for the rules are merely "Is Set" or "Is Specific", with a "Not" option as well.

It would be really helpfull if there were more qualifiers e.g "Starts with" or "Ends with"

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BRING's picture

I am getting the understanding that your use of Servicedesk is providing incident and change functionality for multiple customers.  Is that correct?

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AzzaC's picture

Yes correct.

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BRING's picture

I am noit quite sure what you are missing - if the affected users are set correctly - there should not be a notification problem.

The "Send Incident to Workflow" option could be very useful for a variery of options.  Unfortunately, all that you want to do can be done.  A consultant would be great to bring in and provide guidance and configuration.

The fact that the All Users group is used in so many locations would make the necessity of custom forms and templates, pages, etc, almot mandatory in your environment.  What you want to do is not impossible, bu very detailed.

I would suggest you consider engaging a consultant, who can review the requirements and make a good recommendation.

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Dan B's picture

We have a consultant and so far have not found a solution.   We are still struggling to build up an organisation/department structure that we can then leverage as mentioned above.

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BRING's picture

YOu should be aware that there is no template for a Service entity like yours, though.  You will have to customize.

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