Limit access to create tickets in xFlow and ServicePoint apps

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager
• ServiceDesk

Issue/Introduction

This article discusses how to disable or limit the ability for end users assigned to a given role from creating Requests in xFlow and ServicePoint specifically.

Environment

Release : 17.2 and higher

Component : SERVICE DESK MANAGER

Resolution

In our testing scenario, we will be modifying the "IT Staff" access type to disallow the role from creating a request.  All users who are assigned the access type of "IT Staff" will be impacted by this change.

1. Login to the SDM Classic Web UI as an Admin user. Navigate over to Access Types.  (Administration tab, then Security and Role Management -> Access Types.  
   
   
2. Locate the Access Type that needs to have this change take place, in this case, "IT Staff".
   
   
   
3. On the "IT Staff" Access Type Detail window, choose the "Apps" tab.  Select the "xFlow Analyst" app.
   
   
   
4. Confirm that the "Level 2 Analyst" Role is listed and is the default role.
   
   IMPORTANT:  App permissions are derived from the given Role that is assigned for the given app.  For the given access type, you can only select whichever roles are attached to the given access type.  In this case, the "Level 2 Analyst" Role is the default role for xFlow for the IT Staff Access Type, which we will now modify to disallow Call Request creation.  It is possible for one to develop a custom role for the given access type which contains specific permissions allowances that can then be assigned to the xFlow application.
   
   
   
5. Click on the "Level 2 Analyst" entry.
   
   
6. On the Data Partition Name, choose the listed "Service Desk Analyst" data partition
   
   
   
   
7. Click on "New Constraint"
   
   
   
   
8. Enter the information displayed in the screencap, provided here as well:
   
   Table Name:  Call_Req
   Constraint Type:  Create
   Constraint:  id=0
   
   Note:  The above constraint allows one to create a Call Request provided that its id is equal to 0, which is an impossible scenario, thus preventing ticket creation.
   
   
   
   
   
   
9. Save the Data Partition Constraint, then close the "Service Desk Analyst" Data Partition Detail window.
   
   
   
10. Under the "Level 2 Analyst" Role Detail, entry "Function Access", set the function access for "Incident/Problem/Request" from "Modify" to "View".  Use "Edit In List" to change the given entry.  Save the change.
    
    
    
    
    
11. Close the "Level 2 Analyst" Role Detail window.
    
    Optionally, you can also choose the "Service Point" app, and assign the same "Level 2 Analyst" Role, which we have modified to disallow creation of Call Requests.  To do this, on the "IT Staff" Access Type Detail window, choose the "Apps" tab.  Select the "Service Point" app.
    
    
12. On the "Service Point of IT Staff Detail" window, choose "Update Roles"
    
    
    
    
13. Do a search for the roles and select the "Level 2 Analyst".
    
    
    
    
14. Click OK to save the Role selection.  You may also opt to make the "Level 2 Analyst" Role the default role for Service Point Application, which we will do here.
    
    
    
    
    
    Now, when accessing xFlow or ServicePoint as a user who is attached to the "IT Staff" access type , with the modified "Level 2 Analyst" Role assigned to the "xFlow" and the "Service Point" apps, the given user will not be able to create Call Requests.
    
    Error seen when trying to create tickets in xFlow:
    
    
    
    Error seen when trying to create tickets in Service Point: