Make CERN ID visible to all ITIL users




Request coming from Reinoud by email to make the callers CERN ID visible to all ITIL users, and not only to the Service Desk users.

"Supporters do need access to the cernid in GS right now, as cernid is a mandatory field in other request fulfilment systems (in particular infor amd jmt where all GS tickets are handled). As the interfaces to these systems do not exist, they can't do their job. Once the interfaces exist and the systems are integrated we'll remove the cernid again (if necessary). IT supporters have signed the papers and will be fired if they misuse the info."


In addition, 'Active' and 'At Cern' fields should be removed from the hover icon Default View:



  • In Incidents > Callers, the Security rules need to be changed:

  • By replacing "service desk" by "itil" in the "Requires roles" section:

  • In Incident > Caller > click on a given user > Personnalize > Form Layout > View Name.
  • Change the ITIL view and the Default View (used on icon hover):


Update Set

Two update sets:

  • 20110217 SOPH cern_id visible to itil users (security rule)
  • 20110217 SOPH cern_id visible to itil users 2 (change of views)


None. smile

-- SophieLemaitre - 17-Feb-2011
Topic attachments
I Attachment History Action Size Date Who Comment
PNGpng ActiveAtCern.png r1 manage 41.2 K 2011-02-17 - 18:05 UnknownUser Add CERN ID and remove Active and At Cern
PNGpng CernIdVisible.png r1 manage 66.4 K 2011-02-17 - 15:29 UnknownUser Security Rules
PNGpng ChangeView.png r1 manage 48.4 K 2011-02-17 - 18:32 UnknownUser Change Layout of ITIL and Default View
PNGpng SecurityRules.png r1 manage 54.6 K 2011-02-17 - 15:33 UnknownUser Change required roles
PNGpng UserITILView.png r1 manage 21.3 K 2011-02-17 - 18:12 UnknownUser Current ITIL View of a User
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Topic revision: r6 - 2011-03-01 - unknown
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