**

Classification: UNCLASSIFIED

Has anyone implemented Row level locking at the group level for just Helpdesk cases. If so can you share your workflow. I can't get it to work.

This is for version 5.0

Thanks
Derek

This posting was submitted via the Web interface

Row level security is documented in the "Developing AR System Applications: Basic" manual, Chapter 2. The manual is available from the SupportWeb Remedy Web Site.

http://supportweb.remedy.com/

It documents the use of one of the more powerful features of an ARS system. The Assignee Group field (Field 112) can be utilized to lock people out if they do not have the proper permission groups. Try this on a test form first and then when you're comfortable, move it to a bigger system.

Hope this helps,

Gordon Frank

**
I am using row level access restrictions for a hardware inventory application I wrote. The Request ID field has only Assignee, Assignee Group and Submitter read permissions. I use filters to set field 112 Assignee Group on submit/modify based on the device type. For example, only network engineers should have access to routers so when a hardware inventory record with device type equal to Router is submitted or modified a filter fires that sets the Assignee Group field to NetEngineer.

I've never used the Remedy OOTB Help Desk application so I'm not sure how you intend to use row level locking. I suppose you could use filters that check the CTI and change the Assignee Group field based on that.


-Rick

-----Original Message-----
From: Derek Williams [mailto:Derek.Williams@CSE-CST.GC.CA]
Sent: Wednesday, August 11, 2004 10:05 AM
To: ARSLIST@ARSLIST.ORG
Subject: Row Level Locking


**

Classification: UNCLASSIFIED

Has anyone implemented Row level locking at the group level for just Helpdesk cases. If so can you share your workflow. I can't get it to work.

This is for version 5.0

Thanks
Derek

This posting was submitted via the Web interface

This posting was submitted via the Web interface

** **

For row level locking to work there are a couple of things you need to make sure to do.



You must add the ‘assignee groups’ field to the form (field 112).

On the Request ID field (field 1) you must put the permission of assignee groups. (Usually this is the only permission group on the field).

Create workflow to make sure that the ‘assignee groups’ field gets filled with whatever permission group you want to see the ticket. Remember this MUST be a remedy permission group, not a group from a construct you have created.

Now only people who belong to the permission group(S) that you have populated into field 112 will be able to see the ticket.



Caveat:

Performance. When you use field 112 on your form there is a performance issue. When remedy writes SQL queries for queries against a table with row level locking it does it in this manner:



‘Assignee Group’ LIKE OR ‘Assignee Group’ LIKE , .... AND



Since it puts a LIKE condition right at the front of the SQL query it nullifies the possibility of using any indexes on that form for performance. (Remember your performance tuning class where Remedy tells you to use your indexed fields at the beginning of your qualification so they can be used, OOPS Remedies developers forgot to take that course).



Hope this helps,



Richard Brooks

Remedy System Architect - Desktop Problem Management

PH: 763-293-2302

Richard.Brooks@genmills.com



"We always forget the things we never remember" - MWH

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Wednesday, August 18, 2004 11:24 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Row Level Locking



I am using row level access restrictions for a hardware inventory application I wrote. The Request ID field has only Assignee, Assignee Group and Submitter read permissions. I use filters to set field 112 Assignee Group on submit/modify based on the device type. For example, only network engineers should have access to routers so when a hardware inventory record with device type equal to Router is submitted or modified a filter fires that sets the Assignee Group field to NetEngineer.



I've never used the Remedy OOTB Help Desk application so I'm not sure how you intend to use row level locking. I suppose you could use filters that check the CTI and change the Assignee Group field based on that.





-Rick

-----Original Message-----
From: Derek Williams [mailto:Derek.Williams@CSE-CST.GC.CA]
Sent: Wednesday, August 11, 2004 10:05 AM
To: ARSLIST@ARSLIST.ORG
Subject: Row Level Locking

**

Classification: UNCLASSIFIED

Has anyone implemented Row level locking at the group level for just Helpdesk cases. If so can you share your workflow. I can't get it to work.

This is for version 5.0

Thanks
Derek

This posting was submitted via the Web interface

This posting was submitted via the Web This posting was submitted via the Web interface interface