Info about incident 7.03

[Gianluca Nieri]

** Hi,
Is it possible with Incident 7.03 to manage two different help desks each one with it's own support groups who open and resolve tickets, requester web interface, categorization, etc. maintaining a full data isolation?
I mean like having two distinct Incident 7.03 installations...

Thanks in advance, Gian
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[Frank Caruso-2]

Sounds like you may want to look into using the multi-tenancy feature in ITSM.

On Tue, Nov 10, 2009 at 8:58 AM, Gianluca Nieri
<gianluca@...> wrote:
> ** Hi,
> Is it possible with Incident 7.03 to manage two different help desks each
> one with it's own support groups who open and resolve tickets, requester web
> interface, categorization, etc. maintaining a full data isolation?
> I mean like having two distinct Incident 7.03 installations...
>
> Thanks in advance, Gian
> _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers
> Are"_

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[Gianluca Nieri]

** Yes, of course, but the point is that I'm not sure that the two company are totally separated and can have independent support structure...

Thank for your help, Gian

On Tue, Nov 10, 2009 at 7:08 AM, Frank Caruso <caruso.frank@...> wrote:

Sounds like you may want to look into using the multi-tenancy feature in ITSM.

On Tue, Nov 10, 2009 at 8:58 AM, Gianluca Nieri
<gianluca@...> wrote:
> ** Hi,

> Is it possible with Incident 7.03 to manage two different help desks each
> one with it's own support groups who open and resolve tickets, requester web
> interface, categorization, etc. maintaining a full data isolation?
> I mean like having two distinct Incident 7.03 installations...
>
> Thanks in advance, Gian

> _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers
> Are"_

_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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G I A N L U C A   N I E R I

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[strauss-2]

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**

If you implement multi-tenancy correctly, no one in one company can see anything in the other, not even categorizations.  You won’t be using unrestricted access for anyone except administrators, and the customers will need to be segregated into separate Customer Companies just like the Support Staff are.  It gets much more interesting if there is ANY crossover required for either customers or ticket assignment, but that can be done as well, if you plan ahead in your configuration.  If you have requirements that exceed the OOTB application (like previous assignee groups retaining access to a ticket they no longer have assigned to them, you will start to get into customization of the app.  There are _supposed_ to be some improvements in multi-tenancy in 7.5/7.6 but I have just gotten a test environment up and have not evaluated them yet.  There are some detailed discussions on our web site under IT Support Staff Links.

 

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Gianluca Nieri
Sent: Tuesday, November 10, 2009 2:19 AM
To: arslist@...
Subject: Re: Info about incident 7.03

 

** Yes, of course, but the point is that I'm not sure that the two company are totally separated and can have independent support structure...

Thank for your help, Gian

On Tue, Nov 10, 2009 at 7:08 AM, Frank Caruso <caruso.frank@...> wrote:

Sounds like you may want to look into using the multi-tenancy feature in ITSM.

On Tue, Nov 10, 2009 at 8:58 AM, Gianluca Nieri
<gianluca@...> wrote:
> ** Hi,

> Is it possible with Incident 7.03 to manage two different help desks each
> one with it's own support groups who open and resolve tickets, requester web
> interface, categorization, etc. maintaining a full data isolation?
> I mean like having two distinct Incident 7.03 installations...
>
> Thanks in advance, Gian

> _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers
> Are"_

_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor%3Armisolutions@... ARSlist: "Where the Answers Are"

--
G I A N L U C A   N I E R I

3, Via Niccodemi - 20156 Milan - Italy (I)

Office: [phone]
Mobile: [phone]
Fax: [phone]

Email/Msn: gianluca@...
Web: http://www.gianlucanieri.com
Skype: gianlucanieri
LinkedIn: http://www.linkedin.com/in/gianlucanieri
Facebook: http://www.facebook.com/gianx
_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_