12 Replies Latest reply on Sep 21, 2010 4:09 AM by afrogers

    data partitioning vs. filters vs. new objects

    jasoncadman Expert

      Hello All

       

      History

      I'm setting up another support company (Company B) alongside our existing one for Incident Management. They have separate support staff and therefore separate groups\categories\company structure with a seperate SLA matrix. (V7.3.2)

       

      Problem

      Company B has a separate Incident process and therefore separate windows that are basically the same as Company A

      I'm trying to keep redesign to a minimum so I need a way of segregating the the information that Copmany B uses i.e. Incident categories, impact categories, locations etc. with Company B only able to see their list entries in all categories that are shared

       

      Possible solutions

       

      1) Data Partitioning

      Partition the category objects involved. I'm not too bothered at this stage about partitioning the incidents themselves (that will be done in the future). Just reusing existing objects (e.g. Impact categories) but with Company B only able to see their list entries in all categories

       

      So could I data partition based on Analyst's Company for each object where I need Company B to see just their own menu items (System Affected category for e.g.)? Or is data partitioning only for Incidents\Change partitioning?

       

      2) Filter

      I could add another attribute to each object that I need to be filtered and then set up a filter based on Analyst  Support Company and set the filter to display the relevant entries in the list based on the additional attribute setting. I guess this would work using the Incident Process name to filter via as well as Company B will have a separate process altogether

       

      3) New Object

      I could create a separate object altogether for each field that I need to hold different data for Company B

       

      4)  Something else??

       

       

      Hope that makes sense! What does everyone recommend?

       

      Thanks in advance

       

       

      Jason

        • 1. Re: data partitioning vs. filters vs. new objects
          Expert

          Hi,

           

          At Kingston we use different processes for exactly this scenario.  Seems the easiest way to seperate things, so all queries have a "and process.name = blah" condition.

           

          Simple, and it works.

           

          (We initially wanted to add an attribute for the default process to each Support Group so that we could even use the same queries for both but couldn't figure out a way.

           

          e.g. ...and where process.name = Current Group.default_process

           

          Would be even simpler!)

           

           

          Cheers - Adam.

          • 2. Re: data partitioning vs. filters vs. new objects
            aparker Employee

            Good call Adam!

             

            We like simple!

            • 3. Re: data partitioning vs. filters vs. new objects
              jasoncadman Expert

              thanks Adam

               

              I do this as well. As you say it helps segregate the incidents.

               

              So do you use separate attributes for the other items (as we need separate impact menu options for example) or are you filtering the same list across all of your processes but filtering out based on the process name?

              • 4. Re: data partitioning vs. filters vs. new objects
                gramsay Specialist

                We put a marker in the process description and use that to query on.

                • 5. Re: data partitioning vs. filters vs. new objects
                  jasoncadman Expert

                  I don't think that Im explaining myself very well

                   

                  I think that this answers the query part of the question but the area that i was struggling with was:

                   

                  What's the best way to get a separate Support Company to use what are the effectiviley the same fields on the main Incident window (e.g Incident location, Incident Impact, System Affected) without being confused by the existing entries in those objects.

                   

                  Should i use the same attributes on the window and filter them out based on Current Analyst Company or process ( the separate cupport group does log using a separate process) or;

                   

                  separate objects altogether or;

                   

                  use Data partitioning in some way?

                   

                   

                   

                  Maybe it's me not understanding the answer though?!

                   

                   

                  Thanks

                  Jason

                  • 6. Re: data partitioning vs. filters vs. new objects
                    elizabethcombrink Expert

                    You need to re-use as much as possible - having different objects and reference lists for the same thing is going to add hugely to your support overhead.

                     

                    Also consider the reporting you will have to do through Crystal and the reports that need writing to report on the same thing.

                     

                    I'd only consider data partitioning if you really really had to separate the data.

                    1 of 1 people found this helpful
                    • 7. Re: data partitioning vs. filters vs. new objects
                      jasoncadman Expert

                      That makes sense

                       

                      So what would be the best way to separate the information in the drop down menu (as they would be the same object) from 2 different support groups?

                       

                      I was going down the separate objects route but you're right; I'll be creating much more reporting work for myself

                       

                      So it looks like the best way would be to merge the data in the pull down menus in with the existing items add another attribute to the object that you could set and filter on based on the process the window was using?

                       

                      Does that make sense?

                       

                      Thanks for your help

                       

                      Jason

                      • 8. Re: data partitioning vs. filters vs. new objects
                        ITSMMVPGroup

                        That makes sense.  You can use that technique of putting on a filter for categories, raise user, all sorts.

                         

                        OK if you forget one, the entire list/category contents is displayed, but that's probably fine unless things need to be ultra secure.

                        • 9. Re: data partitioning vs. filters vs. new objects
                          afrogers Apprentice

                          Jason, we are trying to do a similar thing to yourselves, except within the same incident process.  We have a number of different customer groups and want to filter the category list per customer, with another condition on the filter to show categories that are applicable to all.

                           

                          We're working with LANDesk Consultancy to get this working but are struggling at the moment, if we get a solution I'll post it up here.

                          • 10. Re: data partitioning vs. filters vs. new objects
                            Expert

                            We use categories filtered by current group.

                             

                            Thsi was set up by our consultant when we first installed and runs on a filter:  "SupportGroupCollection.Support Group is Current Group"

                             

                            But it's one of the things we didn't set up ourselves.

                             

                            When we create a new Category, we can simply drag it onto a new subfolder of each support Group (I assume a custom collection that he has called "Group Category Linking") and it makes it available to that Group (see pic).

                             

                            So new categories can be seen by any mixed number of groups, and assigned to whichever groups required by simple drag and drop,  It even asks if you want to add any subcategories too.

                             

                            Works well for us so may be worth looking at.

                            • 11. Re: data partitioning vs. filters vs. new objects
                              jasoncadman Expert

                              That's exactly the thing I'm looking for Adam

                               

                              I would like to Link the Company name of the Analyst to Category (for example - and some others in reality)

                               

                              There's  a section on it in the Design Manual - wish me luck!

                              • 12. Re: data partitioning vs. filters vs. new objects
                                afrogers Apprentice

                                Thanks Adam, we're trying to link the category to the customer of the raise user rather than the support analyst's group but the principal should be the same, so your method should work.