Override Contact Data Partition

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Does the Override Contact Data Partition option on a Role override the contacts Data Partition even if they are set for different tables?

For example if a Data Partition is set on View Call_Req for the Contact, but a Data Partition with View Prob_Category on the Role, are they both applied because they affect different tables?

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Environment

SDM 12.9SDM 14.1SDM 17.0

Resolution

If the option to "Override Contact Data Partition?" is selected for a Role, the Data Partition set on the Role will override the Data Partition set on the Contact record.

Even if the Data Partition set for the Contact vs the Role is configured for different tables, the Role's Data Partition will override the one set for the Contact.

This option can help prevent conflicts from arising between data partitions specified on the contact records and data partitions specified on the role record.

Additional Information

https://docops.ca.com/ca-service-management/14-1/en/administering/configure-ca-service-desk-manager/manage-roles