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.
April 21, 2009 6:15 AM
October 26, 2011 3:04 PM