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Service Manager setting to prevent visibility of tickets in Teams you're not a member of..

Guest Dave Stewart

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Guest Dave Stewart

I'm sure I've seen a setting for this. Is there a Service Manager setting to prevent visibility of tickets assigned to Teams you're not a member of?



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@Dave Stewart - request visibility as a concept in Hornbill Service Manager revolves around services, specifically around team supporting a service. For example, let's say we have a Service 1 which is configured to have Team A and Team B supporting the service. If a user (an analyst) is a member of any of these teams then the user will have visibility to any requests raised against Service 1. Even if the user is only member of Team A and the request is assigned to Team B, the user will still have visibility of the request because one of the teams the user is a member of (Team A) is supporting the service. If Service 1 would be configured to have only Team B supporting the service then the user as a member of Team A will not have visibility of the request because none of the team that the user is a member of is supporting the service.

To answer your query, no, there is no setting to prevent visibility of requests assigned to a Team that you are not a member of. Visibility can be prevented via configuration of supporting teams on a service.


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Hi @Dave Stewart

Just to add to Victor's feedback above, here are some more options to consider:

* You can manage front end (user app) visibility through the services which are offered by each internal support function, and which teams support these services.

* Only members of a team which support a service will be able to view requests raised against the service

* OOTB the above logic applies to searches, request lists on other users profiles etc in the user app

* You can enable options to lock this down further:

> Make Services private which would allow service owners from IT, HR to only see and mange their own services, and then provide diluted rights to members of teams which support the services - such as adding FAQ's and Bulletins - info on the wiki here:  https://wiki.hornbill.com/index.php/Service_Details

> System Settings to limit the requests for a customer an agent sees when logging via progressive capture, to only those for the customer which have been logged against services the session agent's teams support:  app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests - Limit the requests listed against a customer to those that are supported by the session analyst

> System Setting limit the results of global searches to only show requests which an agent is entitled to see - by default they may see results but not be able to open them, this setting does not return any results they do not have the rights to view: webapp.view.ITSM.serviceDesk.requests.limitSearchToVisible

> System settings to enable an option to decide which process designers you share your processes with, and who will be able to see them in the BPM and PC lists when they log into the admin console, this will allow IT and HR process designers to work in isolation - this is under home > system > advanced settings:  security.bpm_access_controls.enabled - Set this to true to allow access control on BPM workflows and progressive captures

> Use mailboxes for IT, and HR and only provide access / rights to the mailbox to the users who need to see them. 

Please let us know if there is something specific you are looking to achieve?



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Guest Dave Stewart

Great, thank you both for the detailed options. Will allow me to lock our environment down as required, for confidential HR records.



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