3 Replies Latest reply on Sep 3, 2014 3:41 PM by dmshimself

    Raise User access to incidents restricted by data partition

    erik.marple Specialist

      Hello all - I swear I read somewhere users could always access incidents when they were set as the raise user, regardless of data partition, but now I can't find that so maybe I imagined it We're close to rolling out the system company-wide and just discovered that when any kind of data partitioning is enabled, and an end user or an analyst is part of a Support Group, they are unable to access incidents they've entered for themselves (i.e. where they are the Raise User) when the incident falls under a data partition other than one set on their user record. (An exception being if the data partition on the incident is blank of course)

       

      Is this by design? It seems bizarre that a user couldn't access their own incident where they are listed as the Raise User. We're going to have analysts who can't access incidents they've entered for themselves with other groups because their data partition doesn't match Ideally they should be able to access any incident where they are are the Raise User, regardless of the data partition. If this is actually how it's supposed to function, does anyone know of a way around it?

       

      Thanks for any help or advice!

        • 1. Re: Raise User access to incidents restricted by data partition
          dmshimself ITSMMVPGroup

          It sounds as though you are using the default assignment group as the partitioning attribute and yes that is the way it would work.  Effectively partitioning adds an extra where clause on the end of every database access to check that the group you are in is the assignment group for that process

           

          But you can choose your own partitioning attribute and the most flexible one I have found is described here

           

          Re: Data Partitioning in Service Desk

          • 2. Re: Raise User access to incidents restricted by data partition
            erik.marple Specialist

            Thanks for the reply We're actually using a custom category as the partitioning attribute, in part due to recommendations in that post and to a response you gave me on a different post (thanks again for that too) and it works great except for this. I also tested it using the default data partitioning and the behavior is the same for both.

             

            That's a little disappointing and it's going to cause some problems for us. If we give analysts access to the other data partitions so they can view their own tickets in them, that defeats the purpose of data partitioning, so we can't do that. So our only option is to leave them completely locked out of their own tickets and they'll have to resort to manual ways of responding. We may have to go back to the drawing board on this one and try to figure out an alternative method. I have a case open with LANDesk to see there's anything they recommend...we can't be the first to encounter this.

             

            Let me know if you have any other suggestions and thanks again for your help.

            • 3. Re: Raise User access to incidents restricted by data partition
              dmshimself ITSMMVPGroup

              I'm glad it helped.  If you are using a category as the partitioning attribute you are going to need to allocate that to the end user.  Partitioning really does lock people out of they do not have the key