Dear Sysaiders,

I'm restructuring our sysaid environment to have change and problem processes next to the helpdesk.
In our helpdesk we got multiple support teams who may not see each others tickets. We got technical and application support mixed. I managed to keep this separated when using groups, so a admin can only edit sr's assigned to him or his group.

Now i'm trying to create a change template for one group. That works pretty good, there is only one problem! I can't assign a change to a group, only on admins (at least, not that i know of).

So what happens now is the following:

I get a SR for my tech group (only admins in our tech group can see this, this is good).
I link the SR to a change (only the admin who made this change can see this change since he became the process manager, this is not good).
I look with any other tech support admin and the change is invisible (because the change isn't assigned to a admin group). This means only admin #1 can work on this change, maybe it´s strange and not ITIL but here it happens we work on 1 change with multiple admins.

My tech group rights are the following:
SR view and edit: user only + groups
create problems/changes
View other Admins' action items

You can imagine i hit a wall, i'm stuck. I think there is a way to work this out (i'm sure ilient thought of a possibility that this could happen and have a trick up their sleeve for this, but i can't seem to find it at the moment). Can someone help me find the light please?

Kind regards

This message was edited 1 time. Last update was at 19/09/2011 13:00:21

This message was edited 1 time. Last update was at 21/09/2011 11:32:39