Clarity Service Management

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How can we prevent a group from being seen by other groups?

  • 1.  How can we prevent a group from being seen by other groups?

    Posted 07-31-2017 02:23 PM

    We are trying to come up with a data partition constraint that would prevent a group from being assigned Incidents or Requests.  The group only deals in Change Management and does not directly make any system modifications so this would help prevent them from being assigned any tickets.  We have attempted a few different constraint variations but have had no success.  Any guidance would be appreciated.



  • 2.  Re: How can we prevent a group from being seen by other groups?

    Posted 07-31-2017 03:29 PM

    Hello,

     

    Do you have groups that only specialized in change manager and others groups that solve incidents and request?

     

    If the answer is yes, with some customer I'm using Alias field to filter Group field, some groups are mark with INC some others with CHG or the flag you define, and I use extra_url in the lookup to show groups depens in what kind of ticket is trying to create(Incidentes, Change Order, Problems, Request, Issue)

     

    Regards,

    Yonatan Sosa



  • 3.  Re: How can we prevent a group from being seen by other groups?

    Posted 08-01-2017 10:21 AM

    Yonatan,

     

    This is actually our first group to be added to Service Desk that will only be working with Change Orders.  All other groups work with Incidents/Request/Problems and Change orders.  I am not familiar with the "extra_url",  Can you explain that further?

     

    The 'Change only' group will not create or work any incidents or requests and we need to prevent other groups from assigning them anything so we thought the best way to accomplish that is to prevent them from being seen by other groups.  Other groups, such as our Change Approval Board, will still be involved in the Change Workflow process so they will need to be able to approve certain tasks within the changes.



  • 4.  Re: How can we prevent a group from being seen by other groups?

    Posted 08-01-2017 12:23 PM

    We were able to do this at the form level following the instructions found here: https://communities.ca.com/thread/241774937-assign-different-priorities-for-requests-only 

     

    I am thinking this would work for what we want to do with the Group not showing up as an option for Incidents and Requests.

     

    I am not certain where would modify the syntax if it is a required field (before or after "make_required=yes)? Would I put the Where Clause on both lines?

     

    <PDM_MACRO name=dtlLookup hdr="Group" attr=group evt="onBlur=\\\"detailSyncEditForms(this)\\\"" make_required=yes>
    <PDM_ELSE>
    <PDM_MACRO name=dtlLookup hdr="Group" attr=group evt="onBlur=\\\"detailSyncEditForms(this)\\\"">