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How To Prevent Tier 1 from Assigning Incidents to Tier 3?

Answered How To Prevent Tier 1 from Assigning Incidents to Tier 3?

  • Thursday, June 28, 2012 3:35 PM
     
     
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    I currently have my user roles set up such that "Incident Resolver Tier 1" can only view incidents assigned to Tier 1 support group.  My "Incident Resolver Tier 2" user role can view incidents in Tier 1 and Tier 2 support groups.  I have a user role for "Incident Resolver Tier 3" that has our top level support analysts.  Once Tier 1 changes the support group to Tier 2 or Tier 3, they can no longer view and therfore can not modify the incident.  Now, how can I setup SCSM 2012 to prevent Tier 1 assigning incidents to Tier 3?  All Tier 1 analysts are required to send incidents to Tier 2 only, and if Tier 2 cannot handle the request only Tier 2 can send to Tier 3.  I am just not sure how to set this up, anyone have ideas?

    Thanks!

    ~DannyRamirez

     

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  • Thursday, June 28, 2012 5:16 PM
     
     
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    Hi Danny,

    You may create a Workflows with Templates, if the Tier1 Transfer the incident to either tier 2 or tier 3 a workflow will apply the template with tier 2 as default.

    Hope this will help

    Antoine AL Ibry

     
  • Thursday, June 28, 2012 9:34 PM
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    As far as I know you can't set permissions on enumeration list items to prevent using a list item in the form (based on user, role or something else).

    So the idea of Antoine sounds not to bad.

    Andreas Baumgarten | H&D International Group

     
  • Friday, June 29, 2012 4:50 AM
     
     
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    I'm not sure how I would tie a workflow to this.  When an incident is created via the portal, it gets automatically assigned to support group = Tier 1.  If the Tier 1 analyst then changes the support group = Tier 3, how would the workflow know that the Tier 1 analyst did the change and not Tier 2 analyst or Tier 3 analyst?  What criteria would I need to specifiy for this?

    Thanks for the reply.

    ~DannyRamirez

     
  • Friday, June 29, 2012 5:33 AM
     
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    Hi Danny,

    Option 1:

    Create a workflow on Incident update: change from Tier1 to Tier2 or Tier 3, fire the workflow.

    Option 2:

    If you have a list of defined analyst for tier 1, then create a workflow and specify the assigned to user1 or user2 etc...

    Hope this will help 

    Antoine AL Ibry

    • Marked As Answer by Danny Ramirez Friday, June 29, 2012 6:29 AM
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