CA Unicenter Service Desk Security

5 pts.
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CA Unicenter Service Desk
Help desk services
Unicenter Service Desk
We are about to implement USD for our Service Desk function. The actual operation of the SD will be housed by a third party vendor and as such we are battling over some configuration questions. Our biggest stumbling block is that we have two sets of Users, inhouse and external. Inhouse are employees of one organisation, external are all employees of another separate organistion. We are being informed by our service provider that they are unable to configure the product so that both sets can have access to USD product to log incidents etc but they can not prevent via security external users having restricted access so they only get to see their own incidents and not the inhouse incidents/Knowledge base etc. This doesn't strike me as a flaw in the product but in willingness of Service Provider to adopt their config. Can anyone clarify if the business case above is readily achievable in USD and if so provide any details of how to achieve please.

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I understand your situation. Unicenter Service Desk has a very configurable and modifiable security mechanism. It works within several different layers.

System based security restrict/allows access based upon ‘type’ of data.
Record level configurations are maintained when we need to keep System level open, but you can create views within Service Desk that restrict things like “only seeing tickets for my group, organizations, created by me, etc…”
From changes can be part of your security plan as well. So a person can see what you decide as an administrator of your business what you want them to see.

Service Desk comes default with internal users and external user setup. Internal we call “Employee’s” and external are called “Customers”. Each have a limited view of the application.

Now we will discuss the analyst’s views into Service Desk which facilitates all the tools necessary for a support person to properly support your user base of customers. Everything they need is available to them.
You can contact me directly if you need any additional help. I have been successfully architecting this product since 1999.

Sounds like a configuration issue. We do this all the time, yet it does take a skilled person to create the views you are seeking.

Best regards,

Eric

Just to add on to what Eric has mentioned, you can create Data Partitions with stored queries and define an Access Level to map to the data partition to fulfill your requirement.

Regards
Debrup

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  • Mark1234
    I am new to SD. We are using version 12.5. I need to set up data partions for roles? How do I do that
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