Segment Areas by Role using Data Partitions in CA Service Desk Manager

Products

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

Issue/Introduction

Need exists to segment categories or areas based on specific user roles. When a role is selected, only a specific subset of categories assigned to that role should appear in the selection list.

Environment

• CA Service Desk Manager v17.x
• All Supported Operating Systems

Cause

By default, CA Service Desk Manager displays all active Request/Incident/Problem Areas to all users. Restricting this visibility requires the implementation of Data Partition constraints applied at the Role level.

Resolution

Manage area segmentation via Data Partitions assigned to the specific Role. Data Partitions allow for the definition of "View" constraints on the Prob_Category table to filter results.

Follow these steps to implement the segmentation:

1. Navigate to the Administration tab.
2. Select Security and Role Management > Data Partitions > Data Partition List.
3. Create a New Data Partition (or select the existing partition assigned to the target Role).
4. Click on the Constraints tab and select Create New.
5. Enter the following details:
   • Table Name: Prob_Category
   • Constraint Type: View
   • Constraint: Enter a SQL-like clause to filter the categories.
     • Example to show only categories starting with "LowValue": sym LIKE 'LowValue%'
     • Example to show specific categories: sym IN ('Category1', 'Category2')
6. Save the constraint.
7. Assign this Data Partition to the required Role record.

Users assigned to that role now only see the categories that meet the specified constraint criteria.

Additional Information

• Test constraints in a non-production environment before implementation.
• Refer to standard SQL syntax for complex filtering (e.g., using OR or NOT LIKE)

More information on Data Partitions in Service Desk can be found here: Data Partitions