Customize Caller List Box on Incident and Request

[Karthik Reddy]

Hello Community,

I would like to know how we can customize/write extension to customize "Caller" field on Incident and user requests. Currently I modified the query of caller_id filter to remove the dependency on Org_ID , but still it is showing only persons list those caller that agents user account is allowed to see organizations.

But the challenge we have is to show all persons from different organizations to the support agent to register them as Callers for the incidents(when they receive the phone call).

But if we grant allowed organization to agents then they can see other teams tickets also which we don't want for security reasons.

So "Caller" dropdown value should show all persons irrespsctive of logged in user security(allowed orgs).

Can someone please advice how we can achieve it.

Regards,
Karthik

[Jeffrey Bostoen]

This is done by design I'm afraid. Combodo might have a better solution for this.

The only alternative I see, is to create a new Contact/Person class where there is no attribute named "org_id" (you probably still want this info; just make sure the attribute is called "org_id2".

Or now that I think of it, but I'm not sure it would work: try to modify the Person class. Remove the attribute "org_id". Then add the exact same attribute back but name it "org_id2". Keep the SQL-tag "org_id" to keep your data. This way, the native iTop security would not be applied since there's no "org_id" attribute. You would also not lose the original database table structure if you ever want to revise this decision.

[Karthik Reddy]

Thanks a lot Jeffrey. So you mean delete the org_id from Contact class because the attribute SQL is defined for org_id is at parent Contact class, or just deleting the attribute in Person class?

I am trying the below code for extension with dependency as "itop-config-mgmt/2.7.1"

<?xml version="1.0" encoding="UTF-8"?>
<itop_design xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="1.0">
<classes>
<class id="Contact" _delta="must_exist">
 <field id="org_id" xsi:type="AttributeExternalKey" _delta="must_exist">
          <sql>org_id</sql>
          <target_class>Organization</target_class>
          <is_null_allowed>false</is_null_allowed>
          <on_target_delete>DEL_MANUAL</on_target_delete>
        </field>
        <field id="org_name" xsi:type="AttributeExternalField" _delta="must_exist">
          <extkey_attcode>org_id</extkey_attcode>
          <target_attcode>name</target_attcode>
        </field>

</class>
<class id="Person" _delta="must_exist">
  <parent>Contact</parent>
            <fields>
                <field id="org_id" _delta="delete"></field>
                <field id="org_id2" xsi:type="AttributeString" _delta="define">
                        <sql>org_id</sql>
                        <is_null_allowed>true</is_null_allowed>

               </field>     
            </fields>
   </class> 
    </classes>
</itop_design>

But Extension is failing in setup with below error, can you please help . Thanks

Error loading module "customcaller": /itop_design/classes/class[Contact]/field[org_id] at line 5: could not be found - Loaded modules:

Regards,
Karthik

[Jeffrey Bostoen]

Child classes always inherit from the parent. So you'd need to fix both the parent class (Contact) as well as each subclass (Team, Person)

[Karthik Reddy]

Thanks a lot Jeffrey. But somehow I am not feeling comfortable in deleting the org_id as I see it is used in lot of filters for the attributes.

Let me give it a try. Thanks again for your guidance.

[Jeffrey Bostoen]

It is in a lot of filters. Perhaps Combodo offers a better solution.

org_id is just a special attribute since a lot of user rights depend on it, even without OQL queries.

[Karthik Reddy]

Hi Jeffrey,

Thanks. Yes but unfortunately Combodo don't sell services in our country when I checked couple of months back with sales team. If it is available as a paid extension I will be more than happy. But considering the complexity and usage of org_id across the system, not sure if it can be available as extension.

[Pierre Goiffon]

Hello,

Indeed changing silo is possible but requires good iTop knowledge.
I think your question is the same as [9aa68fb6b8] right ?

I don't know when you did call Combodo's sales team, but if it was some years ago you may try again, as we now have partners in many countries ?
=> sales@combodo.com