I found how to add a new profile, but how to give the rights to see only assigned to him requests?
Also i found that i can put users in different organizations, they could see requests only in their organizations, but i need that agent must see only their requests.
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Hello,
There are some answers, some easy some complex, depdends on what you really want to implement.
If you're only seeking for visibility, then there are already existing views in iTop. For example in the Helpdesk menu : "Requests assigned to me".
If you want to customize those views you'll have to create a module to change them / add some new ones.
If you really want to restrict access to assigned ticket only, then there are some ways to do this... But it's involving customizing some very low level APIs, and it's a complete change from the built-in silo which is based on organizations so you'll have to take great care of the workflow you'll use.
You should contact Combodo : this was done for some of our clients, but this is not straightforward as the whole workflow has to be re-thinked.
ok, thanks. I need to restrict access to tickets. I use the community version of iTop and there is no support of Combodo, so they will not help me with this. I will try to create a custom portal for support agents.
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Hello,
I'm a Combodo employee and iTop commiter so in a way, you already did receive help from Combodo :)
I was referring to a custom portal, but this would fit only certain needs : the support agents that would have restrictions would only be able to use the custome portal, and won't have access to iTop "console" interface.
if i add a button on itop-portal (standard) to show only assigned to agent request. So agents will enter only on user portal, they will not have an access on "iTop console interface (Back Office User Interface)", they will modify requests on standard portal. Will it work?
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Also i tried to create new menu in iTop "Console" interface.
As i understood, i can hide sub-menu "All Open Requests" in "Request Management" with <enable_admin_only>1</enable_admin_only> for all users except admin.
By this way i can't hide it just for some users, like hiding menu group "Request Management".
So i want to hide "All Open Requests" in "Request Management" and to create new menu group for some users that can see all requests, this menu will be visible only for managers.
I copied the standard portal and launched it under the name Portal2.
I created a menu (button) there to show assigned to user requests or all requests, but it doesn't work on Portal.
I used code: <oql><![CDATA[SELECT UserRequest]]></oql>
to show all requests, but a new portal shows only user-created-requests, not all requests.
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Hi, can i change the rights of user profiles on requests?
I need that support agent can see only assigned to him requests, now he sees all requests.
I found how to add a new profile, but how to give the rights to see only assigned to him requests?
Also i found that i can put users in different organizations, they could see requests only in their organizations, but i need that agent must see only their requests.
Hello,
There are some answers, some easy some complex, depdends on what you really want to implement.
If you're only seeking for visibility, then there are already existing views in iTop. For example in the Helpdesk menu : "Requests assigned to me".
If you want to customize those views you'll have to create a module to change them / add some new ones.
If you really want to restrict access to assigned ticket only, then there are some ways to do this... But it's involving customizing some very low level APIs, and it's a complete change from the built-in silo which is based on organizations so you'll have to take great care of the workflow you'll use.
You should contact Combodo : this was done for some of our clients, but this is not straightforward as the whole workflow has to be re-thinked.
Also note that portal could be in some case a solution : having support agents use only a custom portal with a custom scope (see https://www.itophub.io/wiki/page?id=2_4_0%3Acustomization%3Aportal_xml, node classes/class/scopes)
ok, thanks. I need to restrict access to tickets. I use the community version of iTop and there is no support of Combodo, so they will not help me with this. I will try to create a custom portal for support agents.
Hello,
I'm a Combodo employee and iTop commiter so in a way, you already did receive help from Combodo :)
I was referring to a custom portal, but this would fit only certain needs : the support agents that would have restrictions would only be able to use the custome portal, and won't have access to iTop "console" interface.
You will find some documentation on how to customize the portal here :
https://www.itophub.io/wiki/page?id=2_4_0%3Acustomization%3Astart#customizing_the_portal
if i add a button on itop-portal (standard) to show only assigned to agent request. So agents will enter only on user portal, they will not have an access on "iTop console interface (Back Office User Interface)", they will modify requests on standard portal. Will it work?
Also i tried to create new menu in iTop "Console" interface.
As i understood, i can hide sub-menu "All Open Requests" in "Request Management" with <enable_admin_only>1</enable_admin_only> for all users except admin.
By this way i can't hide it just for some users, like hiding menu group "Request Management".
So i want to hide "All Open Requests" in "Request Management" and to create new menu group for some users that can see all requests, this menu will be visible only for managers.
I have a problem with creating new menu. I asked a question to help me with creating new menu: https://sourceforge.net/p/itop/discussion/922360/thread/e2658e63/
If u can, maybe u can help me with it? pls
I copied the standard portal and launched it under the name Portal2.
I created a menu (button) there to show assigned to user requests or all requests, but it doesn't work on Portal.
I used code:
<oql><![CDATA[SELECT UserRequest]]></oql>to show all requests, but a new portal shows only user-created-requests, not all requests.
Hello,
Yes, this is because of scopes (node : classes/class/scopes)
See the portal XML documentation : https://www.itophub.io/wiki/page?id=2_4_0%3Acustomization%3Aportal_xml
So i need to create a new custom portal for support agents. Do i understand correctly?
Last edit: Alibek 2018-04-02
Last edit: Alibek 2018-04-02