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ServiceDesk 7.x, 7.1 sp2b, 7.5 - are not able to import nested groups membership

Created: 25 Jul 2012 • Updated: 26 Aug 2013 | 3 comments
Pascal KOTTE's picture
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The latest version of Service Desk 7.5, like 7.1 sp2b, still need some improvements :

one of them:

  • Able to read nested group members, to add them in the imported Actove Directory group...

If you import AD group, nesting other groups, you loose their other members. I am feeling coming back under nt4/w2000 :(

 

THATS IS AN IMPORTANT FEATURE BECAUSE:

If you use delegation for managing mutiple regions, you need to delegate groups members for a specific application, to each region. As standard, you create multiple regional groups, and nest them a single global group. You assign access to this application, from this group. That's simple.

ServiceDesk is based AD, so you can create a service calatog entry with "service button" for "incident" + "change": under this specific application, and assign reading & use rights to this application group. But your other region users, will never see this service in their SD7 Service catalog.

NESTED groups are not supported, YOU MUST MANAGE CENTRALY, a single domain group with all users this application, all the same multiple regions. So you MUST centralyze the change management this application, because SD7 not able to manage "NESTING".

 

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gBBB's picture

This is a good suggestion Pascal. We made a move in this direction with the introduction of Service Queues in ServiceDesk 7.5. Service Queues have some limitations and are only effective for assignments (not global permissions) so they don't fulfill your specific use case, but we hope to be able to make additional improvements to dynamic group control and nesting in future releases.

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Pascal KOTTE's picture

Thanks - Hope to see that next sp1 for 7.5, in 4 monthes :)

~Pascal @ Kotte.net~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF

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Pascal KOTTE's picture

Hum: service queue introduction, is probably a good approach, except, missing some abilities to build them auto from AD group reading... With SD 7.1: we were using the AD import feature to delegate the management and the creation of all "Queues", throw AD groups inside a specific OU. It was quite simple to be managed from regional managers, inside well know AD group management. With SD 7.5, that is now another story.

Another undesired effect from 7.5: How can we build and configure "AUTO.escalation", as not able to create a "button" inside the new Incident Workflow. If we workaround using a "AUTO-ESCALATE" named queue to substitute our previous custom "ESCALATE" simple button (thanks for the idea Fabrice :); there seems no way to configure a rule, taking care about all required criterias we need... (user's site membership is the main, categories are second part, type of ticket also)

Well, it works with Helpdesk 6... :(

~Pascal @ Kotte.net~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF

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