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Limit Service Request catalog visiblity
#1
Hello All,

I am trying to find a way to limit the categories that an end user can see when submitting a service request. We will be using EasyVista to manage requests to a service provider for things like server restarts and database changes. Naturally end users do not need to see these categories, but IT technicians will still need to be able to select them.

You can see a sample structure in the attached image.

I attempted to edit the default view when submitting a service request using "Service" set to "Service Request/User Catalog" and "Catalog GUID" using the GUID for "User Catalog". This resulted in the first page showing only "User Catalog" then once clicking the entries underneath. I would like the entries underneath the one ones to be visible initially.

Any Thoughts?

Well, still thinking this through but I tested using one of the "additional fields" as Boolean and calling it "Back Office". If this is box is ticked I can then use this to filter the categories as I need.

Seems to achieve the objective, but still hoping there is a simpler solution so that I do not need to use one of the "additional fields".


Thanks,

Mark

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mrushing, proud to be a member of EV CONNECT FORUM since Mar 2017.

#2
Hello,
Did you consider an application perimeter based on department? I think it should answer your need if your IT Technicians belong to a department.

Regards,
Jocelyne, proud to be a member of EV CONNECT FORUM since Nov 2015.

#3
You have the right idea for filtering. However have a new field created for this purpose. I recommend never using an Available_Field as a permanent solution.
Jack Reeder
FMX Solutions Inc.
Jack.Reeder@fmxsolutions.com

#4
(08-31-2017, 03:44 AM)Jocelyne Wrote: Hello,
Did you consider an application perimeter based on department? I think it should answer your need if your IT Technicians belong to a department.

Regards,

Yeah, I came across another forum post with this thought, but unfortunately our users are being Synced with Active Directory and our department descriptions are less than standardized (something like 150+ departments for 1000 users). So unfortunately it doesn't look like using that feature would be efficient for my case.

Thanks for the suggestion!
mrushing, proud to be a member of EV CONNECT FORUM since Mar 2017.

#5
(08-31-2017, 08:57 AM)mrushing Wrote:
(08-31-2017, 03:44 AM)Jocelyne Wrote: Hello,
Did you consider an application perimeter based on department? I think it should answer your need if your IT Technicians belong to a department.

Regards,

Yeah, I came across another forum post with this thought, but unfortunately our users are being Synced with Active Directory and our department descriptions are less than standardized (something like 150+ departments for 1000 users). So unfortunately it doesn't look like using that feature would be efficient for my case.

Thanks for the suggestion!

Hello,

We used filter by profil to provided right service catalog for different type of user.
- Profils : It's necessary to identify the population of final user by profil : this mean that 'generic user of your company' have 'default front user profil' and other front user like 'external technician' have a specific profil. 
- Filters : 
  • Default filter authorise only basic request (for generic user of your company)
  • Specific filter (which not visible for generic user) autorise avanced request
 It's supposed that your request's tree can be divided into different subtree

Tips :When editing a filter, you have a padlock on the right of the filter's name to autorise or not filter by profil.

In addition, we used external field (or available field) to filter catalog (front user that can't request hardware)
In addition, for only one tree department we used strong SQL on query filter :
AND @EMPLOYEE_ID@ IN (select EMPLOYEE_ID from AM_EMPLOYEE where DEPARTMENT_ID IN (select DEPARTMENT_ID from AM_DEPARTMENT_PATH where DEPARTMENT_PATH_FR like 'HOLDINGS%'))  
In addition, use a "cool homepage customisation" (see tread) that allow direct access to subtree by icon.

P.ABBE
ABBE Philippe, proud to be a member of EV CONNECT FORUM since Nov 2015.






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