This documentation supports the 19.02 version of Remedy IT Service Management Suite.

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

Configuring support company access to create tickets

Use this feature to set up one company as a support company for another company. This feature enables members of the support company to create tickets for customers in the other company.

In this topic, Vendorco is a support company for Calbro. Support staff at Vendorco can create tickets for customers at Calbro. Vendorco support staff cannot, however, create tickets for customers in ABC Corp.

To configure support company access to create tickets

  1. From the Custom Configuration tab of the Application Administration Console, select Foundation > People > Support Company Access Configuration, and then click Open.

    Tip

    If you are not sure whether the mapping exists, you can search for it. In the Company field, select the company that is being supported and click Search.

  2. If the mapping you need does not exist, click Create.
  3. In the Add Support Company dialog box, in the Company field, select the company being supported.
    For example, select Calbro.
  4. In the Support Company field, select the company that is providing support.
    For example, select Vendorco.
  5. Click Save.
  6. To update permissions on current People records for the support company, select the same customer company from the list next to the Update button, and then click Update.
    For example, select Calbro in the Company field, and then click Update.
    You must perform this step to activate these settings for current people records.

The People records are updated with the company access permissions. When you create new people for the support company, this company access permission is automatically created. For example, if you create William Wenda as a member of Vendorco, the support company access is set for William.



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Comments

  1. Leonard Warren

    Are you certain that this functionality works when pressing the Update button? I related the Sample company of Invention, Inc. with Calbro Services Support Company and ran the Update button. Nothing was added to the individual's profile after pressing the button and receiving the successful update message. I know it used to work at one time but not sure when it no longer worked.

    Jul 30, 2019 07:31
  2. Leonard Warren

    The last paragraph does not seem to be accurate as I created a new profile in CTM:People for Calbro Services and the connection to Invention, Inc. did not connect with the new profile. If this person is to have access to Invention, Inc. tickets, one must relate that company in the person's profile after saving it.

    Jul 30, 2019 07:34
    1. Jyoti Nerkar

      Hello Leonard,


      Thanks for your comment.


      Wanted to confirm if you tried creating a ticket for the customer company by using the support company?


      Because "this feature enables members of the support company to create tickets for customers in the other company.

      In this topic, Vendorco is a support company for Calbro. Support staff at Vendorco can create tickets for customers at Calbro. Vendorco support staff cannot, however, create tickets for customers in ABC Corp."


      Please feel free to revert if it doesn't work.

      Thanks,

      Jyoti



      Aug 01, 2019 12:55
      1. Jyoti Nerkar

        Also, could you please verify if the Vendor Assignee Groups field in CTM:People contains the group id from Calbro company for Invention Inc people record?


        Thanks,

        Jyoti

        Aug 01, 2019 03:08