Security support Box

[Prathmesh Patel]

Hi, i need to create a security support team within Service Manage, where by the only team can see call in the box are the Service Desk and also the security support team. 

Is this possible?

[Victor]

Box? You mean mailbox?

Or just simply a team and calls assigned to this team are only visible to them?

[Prathmesh Patel]

calls assigned to this team are only visible to them

[Steven Boardman]

Hi @Prathmesh Patel

There are a few things to consider here, the main one's being:

1. You would need to set up a new Service against which the security Incidents / Requests can be logged. 

2. You would need to subscribe those customers who have the rights to raise requests against this service.

3. You would need to add the new Security support team and the Service Desk team to this service as Supporting teams this would achieve two things for you:

* Only members of the supporting teams would see requests raised against the service in the Request List view

* You will be able to restrict the assignment of requests logged against this service to only those teams which support it, and members of those teams. 

Other considerations / system settings you want to factor in.

In progressive capture, if a customer calls in the analyst who is working through your progressive capture forms, may see the following two:

* Customer / Contact / Co-Worker Search - on this form a list of the customers active requests are shown, and by default this list of the customers requests is unfiltered, meaning potentially an analyst logging a non security related request, may see one of the customers security requests in this list - albeit they will not be able to open it.

In order to ensure this does not happen, ensure the following system setting is enabled - this is in the admin tool > Service Manager > Application Settings

app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests
Limit the requests listed against a customer to those that are supported by the session analyst

* Secondly if you want to keep the presence of the Security service restricted to only those who support it, you can also enable another system setting which again is in relation to the progressive capture process.  By default when an analyst is logging a request for a customer, and they get to the Services Details form, they will see all the Services which the Customer is subscribed too displayed.  If you only want the analysts of the Security Team, and the Service Desk to see this new service, then enable the following system setting:

servicemanager.progressiveCapture.servicedetails.enableSupportVisibility
Filter Services in PC by teams that support the service as well the customer's service

This will ensure analysts which belong to other support teams will not see the Security service when they see the Services form, as they do not support it, even if the customer they are talking to is subscribed too that service. 

Hopefully this helps

Steve

 

[Prathmesh Patel]

Thanks Steve - i'll give this ago.