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07-18-2023 08:07 AM
Hi
Not sure if this is the correct forum, but I trying (and failing) to get our managed service providers to add a Role to a user so that he has the request cat function.
Our provider is stating that you cannot add a role only to a group and that if they did grant him the role it would impact on the licence, which I am sure is incorrect. The user is already has a ITIL licence so how can adding someone to a role that already has a licence impact the ability to have just a role granted ?
I dont want them to be granted to the group as the group grants more access than is required, hence why I am asking for the role to be added
Solved! Go to Solution.
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07-18-2023 02:40 PM
Hi, roles can be added to users directly, or you can inherit a role via a group.
Many organizations standardize with role inheritance via group, as it a more efficient\better management process and I can understand your providers reluctance to provide direct role assignment on an ad-hoc basis.
If your requirement is that the user has restricted functionality compared with group XXX, then your provider should be able to create a new group adding only the required roles.
However, if you do not own\manage the instance then licensing charges and customized solutions will be very much dependent on your contracted agreement with your service provider, and their solution may not be as granular as you expect; meaning the functionality required may be a subset of a higher level 'role' in provider world and they may only offer all or nothing. If you have visibility of licensing charges to your org, then you should be able to evaluate this based on costs for users with the higher level group(roles).
Based on your post, first steps would be to clarify the role requirement, then if you have a 'provider' you probably have a provider service delivery manager
so next step might be to engage them directly, or engage them via your organization's escalation process.
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07-18-2023 02:40 PM
Hi, roles can be added to users directly, or you can inherit a role via a group.
Many organizations standardize with role inheritance via group, as it a more efficient\better management process and I can understand your providers reluctance to provide direct role assignment on an ad-hoc basis.
If your requirement is that the user has restricted functionality compared with group XXX, then your provider should be able to create a new group adding only the required roles.
However, if you do not own\manage the instance then licensing charges and customized solutions will be very much dependent on your contracted agreement with your service provider, and their solution may not be as granular as you expect; meaning the functionality required may be a subset of a higher level 'role' in provider world and they may only offer all or nothing. If you have visibility of licensing charges to your org, then you should be able to evaluate this based on costs for users with the higher level group(roles).
Based on your post, first steps would be to clarify the role requirement, then if you have a 'provider' you probably have a provider service delivery manager
so next step might be to engage them directly, or engage them via your organization's escalation process.
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07-19-2023 01:33 AM
thank you
