This documentation supports the 18.05 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Providing access to people records of other companies

Typically support people can only access people records for companies to which they have been granted access. The support company access configuration feature allows support people to see people records in other companies.

The advantage of using this feature is that support personnel can then create records such as incidents for people in other companies. This feature configures these capabilities for you.

The following procedure uses Share ALL, Inc. as the example support company and Coral Lynn, Inc. as the example customer company.

To provide a support company with access to your customer company's people records

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Foundation > People > Support Company Access Configuration, and then click Open.
    The Support Company Access Configuration form appears.
  3. In the Company field, select a customer company and then click Search.
    For example, enter Coral Lynn, Inc. The table below the Company field displays any mappings for the selected company.
  4. If the mapping you need does not exist, click Create.
    The Add Support Company dialog box appears.
  5. In the Company field, select the customer company.
    It should default to the company you previously entered before doing the search. This is the customer company to which you want to assign the support company's people records access.
  6. In the Support Company field, select a support company.
    This is the company to which the support person has been granted access to on the People record (Login/Access tab). People who have been granted access to the support company (Share ALL, Inc., for example) can access people records in the accessible company (Coral Lynn, Inc., for example).
  7. Click Save.
    The records that you created appears in the table below the Company field, indicating that the mapping was created. The following figure shows a mapping for Calbro Services.

    Support Company Access Configuration form with mapping

    Tip

    To delete, disable, or enable a support company mapping, select it from the list and click Delete, Set Offline, or Set Enable.

  8. To update permissions on People records for the selected company, select the same customer company from the list, and then click Update.

    Note

    You must perform this step to activate these settings.

The People records are updated with the company access permissions.

Related topics

Creating a non-support person profile
Adding a support staff person

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