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Problem Function to be used by entire organization?

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  • 1.  Problem Function to be used by entire organization?

    Posted 11-24-2017 02:47 PM

    At my organization, only the Problem Manager can open a Problem, partially because too many Problems were being opened by others that weren't really Problems. However, it caused  gap for the rest of the Technology org as they are requesting access so they link incidents etc., where they find trends. At my organization, we only use Problem Management for significant issues.. many of them from Major Incidents.  The Incident Manager also finds trends that are significant and hands them off to the Problem Manager for a Proactive Problem. While we allow the Technology Org to 'work' and 'resolve' Problems, only the Problem Manager can open and close Problems.

    How does the rest of the world do it?

    Thanks for your input.



  • 2.  Re: Problem Function to be used by entire organization?
    Best Answer

    Posted 11-26-2017 08:57 PM

    Using different data partitions for different user roles may help here. Create a Call_Req "create"-type data partition constraint with a constraint like "type=\'P\' and id=0" for the rest of the world data partition.

    Because the id value of a new problem ticket will never be 0,  this should prevent others from creating problem tickets. 

    Regards

    ...Michael



  • 3.  Re: Problem Function to be used by entire organization?

    Posted 12-05-2017 10:36 AM

    Hi John,

    For data partition prevent users to close Problem ticket, you can have below setting.

     

    Table: Call_Req

    Partition Type: Pre-Update

    Constraint:  status <> 'CL' AND (type='P')  

     

    Although there is similar techdoc FAQ340539 prevent users close a request, the above constraint is more simple. Let you know the techdoc just for reference purpose. https://support.ca.com/us/knowledge-base-articles.FAQ340539.html

     

    Please let us know whether the data partition helps.

    Regards,

    Derek