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Catalog Visibility - Included vs. Excluded


mojahidm
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Hi team,

I have a rather urgent issue  that we just noticed and I was hoping for some assistance. We are planning to go live with UK this week and because it works a little differently hadn't noticed a particular snag.

Only certain individuals are allowed to raise Service Requests. We wanted to limit visibility for this and the catalog visibility option appeared to be exactly what we needed. 

However, we noticed that if the organisation the individual is at is excluded from viewing the catalog item, then the individual cannot see it either:

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The Mojahid Darlington account cannot see the 'Create Report' Catalog Item, unless the Darlington organisation is set to Included as well. This would mean that all others within the Darlington organisation would be able to view the Service Request CI.

It makes sense, as the deny rule would take precedence over the allow rule, but it does throw a snag in how we were hoping to work.

Is there any advice that you can give to us as a workaround? We have a lot of organisations with a good number of contacts in them. It isn't really feasible to have all contacts within an organisation added to the service and then excluding the ones that shouldn't be able to view the SR CIs, which is the only workaround I could think of...

Many Thanks,

Mojahid

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  • Victor changed the title to Catalog Visibility - Included vs. Excluded
On 10/29/2018 at 12:58 PM, ArmandoDM said:

the contact should be able to see the catalog.

Hi @ArmandoDM

Could you please clarify that the 'fix' which will be in the next update means that we'll be able to give visibility to a CI on an individual level, without having to add ALL individuals to the 'included' and then marking everyone else as 'excluded'? 

We have some services subscribed to by everyone which have a CI which should only be visible by certain individuals, but we haven't come across a way to do this using the current subscription options.....

 

thanks

 

Paul

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Hi @Paul Alexander

yes. If your service is subscribed by a contact individually, then the contact 'will/will not' see the CI depending if he's 'included/excluded'.

The individual subscription has priority over the subscription through an Organisation or All Contacts.

Hope this answer your question.

Regards

Armando

 

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  • 2 weeks later...

Hi @ArmandoDM

I see there's been an update released for setting the visibility of CI's which I've just installed and have tried setting visibility options again.

I have a CI (Number One) that I'd like to show to an individual (Paul), but not to his full team (IT Department). I have another CI (Number Two) under the same service that I'd like to be visible to his full team

So, under the Service I've added IT Department as a subscriber.

Number One CI I've gone into the visibility options and 'Excluded' the IT Department and 'Included' Paul - Paul cannot see the CI (I was hoping that this would work! Is there a way of getting this working that I'm not thinking of?)

Number Two CI I've changed the visibility  options and 'Included' the IT Department and 'Excluded' Paul - Paul cannot see the CI (I understand this bit and this is what i'd expect)

 

I understand that these visibility options have to come from the Service itself, but is there a way to subscribe individuals even if that person's department (or role or group) is excluded? 

Hope that makes sense...

thanks

Paul

 

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Hello @Paul Alexander

the update released on Monday was referring to CIs visibility for Contacts and Organisations, no Departments (and groups in general)  and Coworkers.

We have another change in the pipeline to cater for CIs visibility for groups, sub-groups and coworkers, to which you are already subscribed.



Regards

Armando

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