Customize portal view for analyst

Margarete_Jussen

We set the members of our enduser role to all domain users. The problem is that our analysts are also domain users and all the request offerings for our end users are shown to our analysts. Does anyone has an idea how to change this. We wnat to have different request offerings for analysts and end users.

Regards
Margret

Geoff_Ross

Margarete,

This is going to happen if you use Domain Users as like you say the Analysts are members of that.
If you don't want Analysts to see End User ROs, then you'll need another AD group with all End Users who are not Analysts and target the End User ROs to that group.

However, in my experience, the Analysts having visibility of the End User ROs is no bad thing. They can submit on behalf of if they get walk ins / phone calls, and even talk through / demo the process to Users to help them learn how to submit their own requests.

If you are 'creative' with the names of your SOs and categories (they display alphabetically, you can ensure that for Analysts, the End User requests will appear below the Analyst ones that they will use every day.

Geoff

Adam_Dzyacky

This sounds as though you haven't configured security scoping within native SCSM to prevent the very thing you are describing. Are your analysts in the default roles (i.e. Incident Resolvers, Service Request Analysts, etc.) ?

Geoff_Ross

Margarete,

This is going to happen if you use Domain Users as like you say the Analysts are members of that.
If you don't want Analysts to see End User ROs, then you'll need another AD group with all End Users who are not Analysts and target the End User ROs to that group.

However, in my experience, the Analysts having visibility of the End User ROs is no bad thing. They can submit on behalf of if they get walk ins / phone calls, and even talk through / demo the process to Users to help them learn how to submit their own requests.

If you are 'creative' with the names of your SOs and categories (they display alphabetically, you can ensure that for Analysts, the End User requests will appear below the Analyst ones that they will use every day.

Geoff

Adam_Dzyacky

@Margarete_Jussen - if you're looking for an idea around how to implement some basic security roles in SCSM I shared such a framework on the following thread per what I believe @Geoff_Ross
 is getting at: https://community.cireson.com/discussion/comment/4369#Comment_4369

As stated in the thread, I'm not saying it's perfect or the way it should be done but I hope provides a framework you could build on or around.

Margarete_Jussen

Hi Adam,

thank you very much for your answers. Our analysts are not in the default roles you mentioned above. We have an own class for them. 

Regards
Margret