I have problem with list services during creating user request.
Perfect example is on demo instance:
COMBODO DEMO with ITIL:
1) login https://demo.combodo.com/full/ as user "operator" (user:operator, passwd: operator)
2) Helpdesk > New user request > choose ORGANIZATION called "Demo" (directly first appearance)
3) choose Service (is not possible)
COMBODO DEMO SIMPLE:
1) login https://demo.combodo.com/simple/ as user "operator" (user:operator, passwd: operator)
2) Helpdesk > New user request > choose ORGANIZATION called "Demo" (directly first appearance)
3) choose Service - ALL RIGHT
What does it wrongly in COMBODO DEMO with ITIL?
My problem in production environment is the same.
I have two organization (customer, provider).
I have defined "customer contract".
User has permission: Support agent, Service Desk Agent and access to one organization ONLY (customer organization)
Organization is assigned to Delivery model.
All Services are assigned to customer organization (if I change customer org to provider org (for example about one service) then he will see this service my customer, too. But it is wrong. My customer must not see to my items)
thanks for help
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Hmm, I guess this is the difference between "Service Management for Enterprise" and "Service Management for Providers". Check with one you installed in the "About box" (from the on/off menu at the top-left of the iTop page).
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Hmm....with "Service management for Providers" is the same problem.
My steps:
1) clean installation new instance iTOP (Service Management for Providers) with DEMO DATA
2) I created new user "cmonet" and I assigned to Contact called Claude Monet (existing user).
3) I assigned a following permission: Service desk agent, Support agent and I allowed "Demo" organization
4) log on with user "cmonet" and I created user request ...but a selection services does not work.
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COMBODO DEMO with ITIL:
User "operator" has to assigned Contact "Victor Hugo". The Contact had to assigned Organization IT Department - This was a different.
I changed from Contact organization "IT Department" to organization "Demo".
In SIMPLE mode is only user "operator" - without assigned a Contact.It is working in both mode now (how FULL, so SIMPLE).
But it does not work me :(
What else does it need set up for correct a behaviour?
Last edit: Ladislav Kudláček 2015-03-12
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I have problem with list services during creating user request.
Perfect example is on demo instance:
COMBODO DEMO with ITIL:
1) login https://demo.combodo.com/full/ as user "operator" (user:operator, passwd: operator)
2) Helpdesk > New user request > choose ORGANIZATION called "Demo" (directly first appearance)
3) choose Service (is not possible)
COMBODO DEMO SIMPLE:
1) login https://demo.combodo.com/simple/ as user "operator" (user:operator, passwd: operator)
2) Helpdesk > New user request > choose ORGANIZATION called "Demo" (directly first appearance)
3) choose Service - ALL RIGHT
What does it wrongly in COMBODO DEMO with ITIL?
My problem in production environment is the same.
I have two organization (customer, provider).
I have defined "customer contract".
User has permission: Support agent, Service Desk Agent and access to one organization ONLY (customer organization)
Organization is assigned to Delivery model.
All Services are assigned to customer organization (if I change customer org to provider org (for example about one service) then he will see this service my customer, too. But it is wrong. My customer must not see to my items)
thanks for help
Hmm, I guess this is the difference between "Service Management for Enterprise" and "Service Management for Providers". Check with one you installed in the "About box" (from the on/off menu at the top-left of the iTop page).
I installed "Service Management for Enterprise". Ehm....it is a problem. Is it possible to change this mode without re-install?
I try to install new iTOP to test environment.
Hmm....with "Service management for Providers" is the same problem.
My steps:
1) clean installation new instance iTOP (Service Management for Providers) with DEMO DATA
2) I created new user "cmonet" and I assigned to Contact called Claude Monet (existing user).
3) I assigned a following permission: Service desk agent, Support agent and I allowed "Demo" organization
4) log on with user "cmonet" and I created user request ...but a selection services does not work.
And next a problem...Approve a User request can only Administrator..?!? Only a user with Admin rights can to approve user request.
I do not want assign admin permission routine user.
Edit: This problem is resolved. I added permission "approve" for "Support Agent" profile.
Last edit: Ladislav Kudláček 2015-03-11
So ....
COMBODO DEMO with ITIL:
User "operator" has to assigned Contact "Victor Hugo". The Contact had to assigned Organization IT Department - This was a different.
I changed from Contact organization "IT Department" to organization "Demo".
In SIMPLE mode is only user "operator" - without assigned a Contact.It is working in both mode now (how FULL, so SIMPLE).
But it does not work me :(
What else does it need set up for correct a behaviour?
Last edit: Ladislav Kudláček 2015-03-12