So for an example, at the moment we are in the process of rolling out O365 to all users. As part of that process we are removing the Office GPOs and moving to App Config. Currently there are 50 users in the group for O365 policy. I need to know which users they are if they log an issue with O365 (unable to open a file they used to be able to open in Office 2016 for example).
We have more O365 users than are in the test group (they are still using GPOs) so just them having O365 installed doesnt mean I need to know about it. At the moment I have to look into the Azure group to see if the user having an issue is in the group. To be fair I only looked at adding fields into the user account and didnt really think of software assets so that could be useful (my fault, I havent been spending as much time doing Hornbill config as I used to so not really kept up with things like I used to either).
There will, no doubt, be different groups running as test users for different deployments/projects/programmes etc. Rollouts for business infrastructure tend to be rolled out on a single change request, usually along the lines of "Deploy O365 to all users", the security config and everything else such as user groups, exceptions etc are all dealt with off the back of that one ticket and details logged in a central knowledge base if required.
I am not a fan of it but it is what it is I'm afraid.
I was hoping to be able to have a little popup (like a button) on a ticket show up automatically if criteria such as User Account>Custom Fields>Attribute 8=O365_Test
I dont really want to have to add the details to a ticket manually, or edit a load of BPMs to capture it (if it can be helped). The main point of this is so that Service Desk open the ticket, see the flag and then assign the ticket to us (or any other owning team in the future) rather than trying to fault find something where the issue lies somewhere they dont have access.
Edit: I should point out that most users in the test group dont know they are. I have spent many hours (in my much younger days) fault finding things that didnt actually exist because a user said "Since I have been moved to this group 'x' doesn't work" only to find out it never worked in the first place. I dont do that anymore