Separate requests based on Provider Organization

[Dante Raul Paniagua]

Hello! I have been trying for a while to separate requests based on Provider Organization.

For Example:

Organization 1 (Customers)
Organization 2 (Service Provider 1)
Organization 3 (Service Provider 2)

So, i need that the Support Agent (In Organization 2 with Allowed Organization: Organization 1 or Organization 1 or both of them) can only see the tickets that Organization 1 creates for the services that Organization 2 provides, not all tickets.

In all my tries playing with Supports Agent Roles / Organizations i only be able to see all or none of the requests.

Since i am running out of options i think that this cant be done and i need to install separate instances for each provider. Im i right?

[Vincent @ Combodo]

Need: Two departments are providing services to their company, but should not be allowed to see the ticket assigned to the other department.

Solution:

• Create 3 organizations: Company, HR and IT
• Create IT and HR Services under IT and HR
• Create two contracts under Company one with the IT and the other with the HR services
• Create a Portal where every Company user can manage his requests (The standard Portal is a good start)
• Create all users under Company

• For all users which do not have Portal User profile, give them “Allowed organizations”,
  either just Company, for normal users
  Company + IT, for IT users
  Company + HR, for HR users

• Change iTop Datamodel (This require to write a iTop extension):

• Change the Filter on Ticket caller_id and invert the dependency with org_id
• Change the Filter on Org_id to propose all providers of the caller_id organization
• Rename Ticket Customer (org_id) into Provider.
• Change the Filter on Service to propose Services owned by the Org_id
• Change the portal Action rule to set the org_id of a Ticket as the organization of the Service, instead of the organization of the caller.