How does a requester open an incident for a specific service?

[Martin Noack]

This may be obvious but I just can't get my head around that:

Imagine there is a self service user from a customer without a role (i.e. a requester) who wants to raise an incident ticket. Now also imagine that this customer has subscribed to several services.

Is there a way that the requester can specify which service is interupted by this incident?

The way I see it, you cannot simply add the service field to the record producer since the requester lacks the cmdb_read role in order to actually see the service CIs. 

I don't really want to open the whole CMDB to every requester.

It seems that I am missing a basic concept here. Can anybody help?

[bammar]

If you want anyone even people with no roles to see at least the names of services - then it would warrant you unsheilding the name from any sla- I would add a reference to the Services table and impersonate a user like the one you mention and see what you see/ or dont see - then tweak access from there. 

You wont be changing thousands of accounts you will be adjusting acls on table.

Or you devise some sort of dropdown with your external services and have the user pic from a dropdown which service they have an issue with and you map that to the Business Service record in the resulting record

[Martin Noack]

Hi bammar,

thanks for your reply.

When I impersonate as a user without any role (requester) I can create inicdents and also view those incidents. When I personalize the list view for incidents to include service and service offerings, those field will always appear empty even if another user entered a service CI.

You're right. We could customize our instance and alter the ACL for those service tables and this will most likely solve the issue.

The other customizing solution (adding and maintaining a redundant list of services as a selection field in the record producer) would also work.

What still confuses me is the fact that I need customizing to solve this. Is my use case (Requester should be able to set and view the service CIs associated with his incidents) so far fetched that it is not part of the ootb feature set?

I mean a simple end user might only have a few incident tickets open at the same time. But imagine there is a power user who acts on behalf of dozens of users for several services. I would imagine it would be easier to work with services and service offerings in such a case...

[PolC]

Hi @Martin Noack ! Did you finally get the way to let end-user/customer specify the Service/Offering when creating a new incident?
Thanks in advance,

[Martin Noack]

My conclusion is that there is no ootb way to achieve this. You need a custom ACL on the cmdb_ci_service table.