how to - only list certain applications for certain users or groups when logging a ticket

[Josh1e]

Hi. 

We would like to add certain applications to the list of objects that can be selected when creating a new request, for example, service manager - create new request - customer - service list - outlook desktop application.

is it possible to add applications that are only visible to a specific group or set of users? (we don't want them to be available to our customers but need our admin staff to be able to select them)

 

user / group 1 would have a list of applications showing outlook, office, vpn, etc.

user / group 2 would have a list of applications showing site to site vpn, solarwinds, VMWare, Hyper-v, etc.

 

thanks

[James Ainsworth]

Hi @Josh1e

How are you presenting this list of applications at the moment?  Have you created a custom Intelligent Capture form with these listed from a simple list?  Or are you using the Asset Form to display these?

There are a number of ways to check if it is a customer or admin staff that is raising the request.  This may be done in the BPM by checking the user type or the group that the user belongs to.  Also, if you are using custom forms within your Intelligent Capture flow, you can define conditional fields based on user type and group membership.

Just need to start with how you are currently presenting this list of applications.  

 

[Josh1e]

Hi James. A colleague and i had a quick look today, we use custom lists at the moment but we can see how we would change that to assets. I think the bit in the BPM we're not sure about (and would love some advice) is how to ensure the selection is only available to an active directory group. (AD already working) 

thanks

[James Ainsworth]

Hi @Josh1e

On 3/14/2022 at 8:41 AM, Josh1e said:

I think the bit in the BPM we're not sure about (and would love some advice)

The BPM is not used during the creation of a request.  Do you mean Intelligent Capture?  

If you go down the route of having these applications set up as assets, would may then be able to use the provided Intelligent Capture Asset form.  If these Software Assets are set the Share option with the required Groups, you can then control the visibility of some of the assets as seen in the below in the set up of the Intelligent Capture Asset form.  Keep in mind that there may still be more than one way to achieve your goals and there may be other options to also consider.

[James Ainsworth]

On 3/10/2022 at 2:54 AM, Josh1e said:

is it possible to add applications that are only visible to a specific group or set of users? (we don't want them to be available to our customers but need our admin staff to be able to select them)

For this particular scenario it may simply be a branch option within Intelligent Capture that determine the type of user.  Below is an example of a branch in Intelligent Capture.  I have selected the option to check if the request is being raised from a portal (Employee or Customer) or a support person on the Service Desk.  If it is the Service Desk, then the asset form is displayed.  Otherwise a different path is taken without asking for the assets.  You can also see an option for User Has Role where you can see if someone is an Admin or member of a particular role (which may have come from your AD import).  This type of setup could work with your existing simple list selection.

 

Hope that helps.