Hi,
I have an iTop 2.x installed with twenty organizations (more or less) and until now all the users of the call center can operate on all the organizations.
Now I would like to manage a situation like this:
User: "Alpha" with profile "Agent Simple” and he is part of a team named “TEAM01"
This user can operate only on Organization “Beta” so in the profile of Alpha user I have only the Organization “Beta”.
The Organization “Beta” has linked a Customer Contract named “CC Beta” and this Customer Contract has a Provider named “PROV01”, a Support Team named “SUPP01” and 2 SLA named “SLA01” and “SLA02”.
There are also 2 Services named “SupportService01” that has a Related Contract “CC Beta”, a SLA “SLA01” and a Provider “PROV01” and the second service is “SupportService02” that has a Related Contract “CC Beta”, a SLA “SLA02” and a Provider “PROV01”.
Why when I login with “Alpha” user and I create a new incident, I have the organization correctly pre-compiled to “Beta” (because it’s the only one) but no services available ?
Thanks in advance for any help.
Daniele
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To view the correct services I must add the Organization "PROV01" in the organizations managed by user "Alpha"... why ? "PROV01" is a provider not a customer... In this way PROV01 is displayed in the Customer Combobox when I create an incident.
Thanks
Last edit: soluendo 2014-09-08
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The Delivery Model is what allows you to set what Organizations can "operate" on other Organizations.
In the Service Management Panel >> Delivery Models and create one, setting the Organization field as the one your Team01 belongs to.
Once you have done that you go to Organization Beta and set the Delivery Model as the one you just created.
That should set things so that when you need to Assign a ticket, only the teams specified by the delivery model should appear as options.
iTOP performs all its restrictions based on ORGANIZATIONS and NOT Teams or Persons. Therefore you need to always make the following distinction:
The Customer Contract specifies what SERVICES an Organization provided for another Organization. In practice this limits what Services the User can select when he opens a ticket.
The Delivery Model specifies what Organization SUPPORTS other Organizations. In practice this limits what Teams(based on their Organization) you can assign a ticket to for a given SERVICE.
Hope that makes it easier to understand.
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I feel like a beginner but... in the Service Management Menu I see:
Overview, Provider Contracts, Customer Contracts, Services, Service Subcategories, SLAs and SLTs.
I have also searched the delivery model on iTop documentation: "The menu “Delivery models” provides a list of already defined delivery models. Just click on the button “New” to create a new one."
... but where is in iTop application this menu item ? (obviously I'm logged as administrator. iTop version 2.0.1-1417). Thanks a lot for your help, Marco.
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Update:
On iTOp documentation I also see that in the organization form there are: name, code, status, parent... and a Delivery Model combobox... in our version of iTop the last combo field there isn't ?!
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Yes, I'm sure. Normally I use my login that is a LDAP login with administration profile but I have also tried to enter with the Administrator iTop account and the result is the same.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Update:
Installing the last iTop version on a test area, I have seen the Delivery Model and configured all the items (organization, customer contract, services and so on..) to do what I need and it works fine. Maybe the problem is that we have a personalized data model (by Combodo) for a request made again when we had version 1.x...
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Hi,
I have an iTop 2.x installed with twenty organizations (more or less) and until now all the users of the call center can operate on all the organizations.
Now I would like to manage a situation like this:
User: "Alpha" with profile "Agent Simple” and he is part of a team named “TEAM01"
This user can operate only on Organization “Beta” so in the profile of Alpha user I have only the Organization “Beta”.
The Organization “Beta” has linked a Customer Contract named “CC Beta” and this Customer Contract has a Provider named “PROV01”, a Support Team named “SUPP01” and 2 SLA named “SLA01” and “SLA02”.
There are also 2 Services named “SupportService01” that has a Related Contract “CC Beta”, a SLA “SLA01” and a Provider “PROV01” and the second service is “SupportService02” that has a Related Contract “CC Beta”, a SLA “SLA02” and a Provider “PROV01”.
Why when I login with “Alpha” user and I create a new incident, I have the organization correctly pre-compiled to “Beta” (because it’s the only one) but no services available ?
Thanks in advance for any help.
Daniele
Update:
To view the correct services I must add the Organization "PROV01" in the organizations managed by user "Alpha"... why ? "PROV01" is a provider not a customer... In this way PROV01 is displayed in the Customer Combobox when I create an incident.
Thanks
Last edit: soluendo 2014-09-08
Have you created the Delivery Models for what you have set up?
I'm sorry but I did not understand the question. What do you mean by creating the Delivery Model ?
The Delivery Model is what allows you to set what Organizations can "operate" on other Organizations.
In the Service Management Panel >> Delivery Models and create one, setting the Organization field as the one your Team01 belongs to.
Once you have done that you go to Organization Beta and set the Delivery Model as the one you just created.
That should set things so that when you need to Assign a ticket, only the teams specified by the delivery model should appear as options.
iTOP performs all its restrictions based on ORGANIZATIONS and NOT Teams or Persons. Therefore you need to always make the following distinction:
The Customer Contract specifies what SERVICES an Organization provided for another Organization. In practice this limits what Services the User can select when he opens a ticket.
The Delivery Model specifies what Organization SUPPORTS other Organizations. In practice this limits what Teams(based on their Organization) you can assign a ticket to for a given SERVICE.
Hope that makes it easier to understand.
I feel like a beginner but... in the Service Management Menu I see:
Overview, Provider Contracts, Customer Contracts, Services, Service Subcategories, SLAs and SLTs.
I have also searched the delivery model on iTop documentation: "The menu “Delivery models” provides a list of already defined delivery models. Just click on the button “New” to create a new one."
... but where is in iTop application this menu item ? (obviously I'm logged as administrator. iTop version 2.0.1-1417). Thanks a lot for your help, Marco.
Update:
On iTOp documentation I also see that in the organization form there are: name, code, status, parent... and a Delivery Model combobox... in our version of iTop the last combo field there isn't ?!
I am using a slightly earlier version and it has the Delivery Models implemented.
Are you certain you are using an Admin Account?
Yes, I'm sure. Normally I use my login that is a LDAP login with administration profile but I have also tried to enter with the Administrator iTop account and the result is the same.
Update:
Installing the last iTop version on a test area, I have seen the Delivery Model and configured all the items (organization, customer contract, services and so on..) to do what I need and it works fine. Maybe the problem is that we have a personalized data model (by Combodo) for a request made again when we had version 1.x...