| Table of Contents |
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Overview
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| Impacted Area | Impact |
|---|---|
| Ticket Center, Advanced Ticket Center | Ticket list/grid displays only those tickets which belong to the group groups that the Agent/Analyst is associated to. |
| Related Tickets | In the Related Ticket section, an analyst can view only those related tickets that are assigned to a group which they are associated to. Related tickets that belong to other groups are hidden. |
| Assigning Tickets | A ticket can be assigned only to the analysts associated to the Contacts/Support Groups. The assignment lookup lists only those Contacts/Support Groups that the analyst/agent are associated to. |
| Search | Search displays only tickets that are assigned to groups the analyst is a member of or tickets where the analyst is the ‘Requestor’ or ‘Requested For’ user. |
| Create Ticket | Analysts can log a ticket directly or can use Catalog or Scratchpad to create ticket for any user. The analyst could use the catalog to create a ticket that is automatically assigned to group they do not have permission to. In this case they will no longer have access to that ticket after creating it. |
| Standard Reports | Group Based security will not be applied to standard reports. All tickets will be shown in the Report |
| Info | ||
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Approvers from outside the group can be added. They can view the only the ticket details exposed in the Outstanding Items workspace. They cannot view the full ticket details in the application. |
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Enabling group-based security mainly impacts Analysts and End users’ ability to view and interact with the ticket related data. End users are restricted further only to view their own requests or tickets created as ‘Requested For’.
Note: An administrator can perform the following actions.
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Click No to disable group-based security.
After the parameter is set to Yes, group-based security is enabled and users outside the group cannot view the tickets.