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Request Offering as related item to Service Request

Unanswered Request Offering as related item to Service Request

  • Friday, April 13, 2012 10:30 PM
     
     
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    Hi,

    I am working on a solution for a customer and would like to know if the following is possible:

    1. We are building a solution based on an administrator creating a service request to offer to the Affected Users CIs an available Web Portal Request Offering.The SR basically launches a runbook that finds the related users(can be in the hundreds) and sends them an e-mail letting them know that the RO is available for them to access on the portal.

    2. The RO on the portal is controlled by group and user role, we will need to add the users as separate users as group membership requires a log-off and back on to see the new RO. Does anyone know if there is an upper limit to the number of users you can directly add to a user role?

    3. The end-user uses the "invite" to go to the RO link and create a new SR to perform the activity available. This then goes off and does what ever.

    My question is, is it possible, some way or another, to create a relationship between the end-user created SR and the original "invite" SR? Is there some way to add or populate a web portal request with the SR of the "invite" or other data for that matter? The problem is that the RO is separate from the created SR and there does not appear to be any link. Is there a way to identify the portal Request Offering used to create the SR that it creates?

    Thanks

    Dean

     

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  • Saturday, April 14, 2012 8:36 AM
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    1. How did you store user in "invite" SR?

    http://www.scsmsolutions.com/ freemanru (at) gmail (dot) com

     
  • Sunday, April 15, 2012 7:35 AM
     
     
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    The user co-ordinating the "invites" adds the users to the Affected Configuration Items list of the invite SR.

    In addition to the information I have given, we also have access to SCO 2012 to do some back end magic if required. I could do something like search all service requests for those that have the user as the user CI as an affected user and some other flag, to indicate the invite "type" and add the new SR to the invite SR... as a related item... hmmm... possible but it sound a bit hit and miss without knowing exact SR numbers.

     
  • Sunday, April 15, 2012 10:45 AM
     
     
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    Ok, Here is what I will be doing.

    1. I am creating my solution using a custom Service Request class that has a number of Datafield extensions for strings and boolean values. The idea being that these will be used for storing additional data items from activities or other processes.

    2. I will use one of the datafields on the "invite" SR to tag it as an Invite SR

    3. I will then use an additional activity / workflow in the RO that will find the CustomServiceRequest with the Datafield as Invite and has the Affected CI of the user creating the RO SR. Something like ... get-scsmobject -Class (Get-SCSMClass -Name CustomServiceRequest$) -filter "Datafield1 -eq Invitation1"

    I still need any additional information that can be offered around my other questions, particularly any limitations on the number of users that can be directly added to a user role. I am happy to receive additional input but I am pressed for time and need to deliver this ASAP.