Is it possible to see the other role's ticket that is restricted by a data partition constraint?

Document ID : KB000047156
Last Modified Date : 14/02/2018
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Question:

Is it possible to allow some employee role type users to see each other's tickets?

 

Background Use Case:

The customer would like to allow some employee role users to see each other's ticket. Some employees are in charge of a specific application, and he expects to allow to see their ticket each other.

There is 2 type employee roles(For example, Role A and Role B). Basically, those employee types' user can see the same role users ticket as the login user's role by the data partition. It means Role A user can see the ticket that is the users who is in the Role A role. And Role A user cannot see the ticket of the Role B users.

Without modifying the data partition as it is, is there the feature that allows to see the ticket each role users between Role A and Role B. I mean if it is possible to allow to see the Role A user sees the Role B user's ticket.

 

Environment:

SDM r12.9, r14.1

 

Resolution:

There is not the feature on the current SDM version. It is necessary to control it by modifying the data partition with each role. SDM does not have a specific feature to meet the expectation by one action automatically.

 

Additional Information:

For more information about Roles and Role Management please see this section of the documentation:

https://docops.ca.com/ca-service-management/14-1/en/administering/configuring-ca-service-desk-manager/manage-roles