Service Offering Visibility and Subscriptions

[Aaron_Braun]

Per SN KB2056057 (not authentication walled) the cmdb_ci_service table is not visible to users without the following roles:

• dependency_views
• sam_core_user
• app_service_user
• sn_cmdb_user
• ITIL

This create a chicken and egg situation that now standard users with snc_internal are not able to see any business services for selection on things like an Incident Record producer. How are we supposed to present services and their subsequent offerings for things like record producers or catalog items so they can potentially select and request subscription to them?

User case - Service shows it's offerings that a user may want or need access to via subscription.

They can't see related catalog items for the service or offering if they are not subscribed and currently the only way it looks like someone can be subscribed is if the service owner manually goes in to Service Builder and updates their record with their information. Which a request can't be made to notify the Service Owner that this is desired.

[Mathew Hillyard]

Hi @Aaron_Braun 

If you think about it, it would seem odd that snc_internal should be able to see anything in the CMDB, it's the most basic level of instance access and doesn't even contain cmdb_read (except for assigned CIs). I'd turn it around and say snc_internal should not have access to read the service table in the first place.

You request access through catalog items. You can relate the service offering to the catalog item to track and maintain who requests what and if you want to add them to the subscribed by user related list on the service offering (e.g. for targeted comms or understand an offering's user base). The Catalog Item should be a familiar name, analogous to the service offering name, but the end user should never need to know (and nor should they care) what the service or service offering name is - that's what the service catalog is for.

The itil role is a whole other story - SN needs to move away from it (in fact that have with all the individual ITSM roles) but it's so embedded across the platform it may not be possible - plus it's still used for ITSM licensing, I believe.

I hope this helps!

Mat