Setting up Employees to be able to view and update requests that are in their organization.


Article ID: 51268


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CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager



Can I configure Service Desk to allow Employees to vie and update requests that are in their organization, but not in other organizations?


The Employee Access Type is set to unlicensed by default which means Employees can only see their issues. To change this:

  1. Log into Service Desk as an administrator
  2. Click on the Administration tab
  3. Click on Security and Role Management
  4. Click on Access Types
  5. On the right pane, click on the Employee Access Type
  6. Click the Edit button at the top
  7. Check the Licensed? checkbox if it is not already checked
  8. Click Save

Next we will need to set up the data partition

  1. Still on the Administration tab, click on Data Partitions under Security and Role Management
  2. Click on the Employee Data Partition in the right pane
  3. If you want to make a copy of this partition so that you can leave the Employee partition in place, you can do that now by selecting File>Copy
    You may have to Save and then refresh the view to see the copied data partition
  4. We will need a partition for the Call_Req table for View, Pre-Update and Update so if you already have any of these, we will need to edit the existing ones. If not, add a new one
  5. The first Constraint should be on the Call_Req table and have a Type of View.  The Constraint is:
    customer.organization = @root.organization AND active = 1
  6. The second Constraint should be on the Call_Req table and have a Type of Pre-Update. The Constraint is:
    customer.organization = @root.organization AND active = 1
  7. And the last Constraint should also be on the Call_Req table and have a Type of Update. The Constraint is:
    customer.organization = @root.organization AND active = 1

Now that we have the Access Type and Data Partition set up correctly, we just need to update any contacts with the correct data partition and access type and that user will be able to see and edit any requests that were logged by that user's organization. If you would also like to give the Employees a list of issues in their organization that they can click on, follow these instructions:

  1. Go to the Administration tab and click on Service Desk>Application Data>Stored Queries
  2. Click the Create New button
  3. For Code, enter EOR
  4. For Type, select Request
  5. For Lable, enter EOR
  6. For Description, type "Employee's organization's requests"
  7. For Where Clause, type:
    customer.organization = @cnt.organization AND active = 1
  8. Click Save
  9. Still logged in as an administrator, go to the Service Desk tab and click on File>Customize Scoreboard
  10. Click Role and select the Employee role (if you only want certain Employees to see this link you will need to define a separate role for these employees and use that role here)
  11. Under Add New Node, click the Node's Stored Query link
  12. Find the Stored Query we just created called EOR and select it
  13. Fill in the Node Label with what you want the employees to see in their scoreboard
  14. Click on the left side where you want this node to appear and click the Add New Node button
  15. Click Finished.

Now when your employees login they will see a link for the organizations requests and will be able to view and edit those requests.


Component: ARGIS