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Major problem with requestors vs affected end user concepts: Visibility and licensing

Question asked by AdminMC on Oct 9, 2017
Latest reply on Oct 16, 2017 by AdminMC

PROBLEM

In ServiceDesk, "Employee" access has only visibility available on the tickets where the connected user matches the affected end user.

This limitation are disturbing the logical means of “request” and “requestor”, because the requestor seems to be the most important contact to be informed about the evolution of a request.

 

CAUSE

Employee access has limited visibility in this way per program, and can not be altered by data partitioning or any other configuration option of ServiceDesk, except by mark employee access with “license consumer”.

 

CONSIDERATIONS

- The Requestor is NOT an analyst who works fully with ServiceDesk, but one client / employee, who requests services for another person or contact.

- The Requestor is the one who should be better informed about the progress of their requests, since precisely by concept, a request belongs to the Requestor.

- In certain areas, the Affected End User does not exist in the company:

o New users for whom registration is required

o Users for whom access is denied for having ceased to belong to the company

o Fictitious contacts for tickets that deal with work center things (works, purchases and others)

 

NEED

We ensured that all people in our organization with access type employed, work with ServiceDesk only and exclusively as clients, requesting services or communicating incidents.

However, it is really necessary for the Requestors to be able to keep track of the tickets, since in many cases the End User Affected is either not in the company or is not a person as such.

These Requestors doesn’t use the tool as analysts, so it does not seem appropriate to include them in the licenses as analysts.

 

Other tools are compatible with this way of working and allow both affected and requestors to track their cases without needing to consume a license.

 

Are there any possibility of do this with CA ServiceDesk? Or are we supposed to migrate to any other tool that support this?

It is painful for us to be forced to abandon CA SDM, the tool in which we trust, we have evolved and we are experts now, due to an issue of unclear conceptual licensing.

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