Sub-Status - Permission

[Martyn Houghton]

As part of our implementation of Sub Statuses we have created a couple of On Hold Statuses which we would only use for specific circumstances having  no on-hold time expiry time. 

We would like to be able to restrict the use of these to certain 'authorised' users, i.e. Team Leaders/Managers, so it would be good to have the ability to restrict the permission to select a sub status value based on role membership.

For example we have a Sub Status of 'Support Hold' which we use in the rare circumstance when a customer annual maintenance payment is overdue. This should only ever be used on requests by a Team Leader/Manager and ideally we would not want normal analyst to be able to select this or even better be able to see this status in the options to select.

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth

With us taking on multiple service desk into our single instance the ability to control visibility or or ability to set sub status values is becoming quite important. We need to be able to set Global Sub Statuses, as each service desk has many services, which can only be used/set by certain teams.

Setting up Service Level Sub Statuses is not sustainable, given that we use a generic BPM process so would have to branch the workflow based on the service to select the correct service level sub status.

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

Thanks for your post.

While the front end in the Services Forms provides Service specific sub-statuses, in Administration you can created global sub-statuses.  The one area that might need some consideration is for a Service to exclude a global sub-status.  

Regards,

James

[Martyn Houghton]

@James Ainsworth

Our issue is that we have a number of sub statuses which apply to a specific service desk, which has around 10 services. If I set them up with the same name at the service level, they are in affect 10 different ones. Therefore to use a generic BPM I have to branch based on the service id before then selecting the appropriate sub status.

As you can image we set sub statuses a number of time in the BPM, so this is the bit that is not sustainable.

By having the ability to link/subscribe global sub statuses to services, a bit like services themselves, i.e. they are available/supported by all unless you specify who they are linked too. i.e. in essence the opposite to exclude global.

The second element still stands that there are some sub statuses would not want to be set manually by everyone etc.

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth

In order to get around not being able to subscribe/link sub statuses to specific services or restrict there use, we have to create service level sub statuses.

This then means we have to have ccomplex processes in our generic BPM which in this example below s used by the 7 services currently in use for this 'Service Desk'. If we could link/subscribe the Global Sub Status to the service we could use a single global sub status so not need to have branches in the BPM to select it when changing the sub-status.

Cheers

Martyn