Department silos

1) If you have customized UserRequest and Incident presentation, mirror those changes:

• Search & List: Replace org_id by customer_id
• Details: Replace org_id by customer_id (Ticket creation in console crashes if org_id is displayed in the form)

2) If you have customized UserRequest and Incident methods OnInsert() / OnUpdate(), add this line of code to those functions:

UserRequest / Incident :: OnInsert() / OnUpdate()

$this->Set('org_id', $this->Get('provider_id'));

3) If you have added an org_id field on ServiceSubcategory, you should remove it as it will conflict with the one brought by this extension. It renames the service_org_id field into org_id to make it treated by iTop as a silo boundary. Thus Service Subcategories are visible only to users having the service organization in their Allowed organizations or having no Allowed Organizations.

4) If you have customized the Ticket scopes in portal, make sure the Portal User can still see his own Tickets, and that the Portal Power User can see the Tickets he should.

Use the Standard installation process for this extension.

• For class Ticket, it adds a computed customer_id field corresponding to the Organization of the Caller.
  • French label of org_id changed from “Client” to “Organization” as it's no more the client on User request and Incident
• For class UserRequest and Incident, it adds a computed provider_id field corresponding to the Organization of the Service.
• For class UserRequest and Incident, it forces the org_id Ticket field to be filled with the provider_id
  • During the Setup/MTP of the first installation of this extension
  • When the Ticket is created and each time it is updated.
• For class Service Subcategory, rename service_org_id into org_id → so the silo applied (otherwise all service subcategories are visible by everyone)
• Change Ticket scopes in User Portal, to allow a simple Portal User with “Allowed organizations” limited to his own organization, to still see his own Tickets.

• If you install this extension on an already in use iTop with Dashboards, Notifications, QueryPhrases, WebHook, API Rest or Excel reporting on UserRequest or Incident classes, be aware that you may have to rework them as the Ticket.org_id field no more contains the Customer but the Provider for the corresponding service.

In the details of UserRequest & Incidents

• “Organization” label is replaced by “Customer”.
• “Customer” (customer_id) field is not editable. It's always the Organization of the “Caller”.
• A new “Provider” (provider_id) field not displayed in details and not editable. It contains the Provider of the Service
• “Organization” (org_id) field is not displayed in the details, not editable and automatically fed with the “Provider” value.

In search banner of UserRequest & Incidents

• “Organization” default search criteria was replaced by “Customer”
• “Provider” can be used as a Search criteria,

In “Configure this List” for UserRequest & Incidents

• “Provider” can be displayed,
• “Organization” contains the same information as “Provider”

Search banner of Ticket

• “Organization” is proposed by default but it does not correspond to the Customer anymore for User Request and Incident
• The French label for org_id was changed from “Client” to “Organisation” to align to the English naming

Q: I want to avoid that an IT department person can modify customer contract where the provider is the HR department.
A: This is possible but requires a bit more customization:

1) Add a customer_id ExternalKey on class Contract,
2) Replace org_id by customer_id everywhere in the presentation of the CustomerContract and ProviderContract classes
3) Write some OnInsert and OnUpdate methods to copy in the org_id either the customer_id or the provider_id for ProviderContract and CustomerContract respectively.
4) Add some dictionary entries so org_id is the “Contract Owner” and customer_id is the “Customer”

5) After Setup / MTP run 2 SQL queries on contract table (either within the extension or manually)

• the first one to initialize customer_id with the org_id on All Contracts
  

  UPDATE `contract` SET `contract`.`customer_id` = `contract`.`org_id` WHERE `contract`.`customer_id` = 0

• the second to change the “Contract owner” to be the “Provider” only for CustomerContract

  UPDATE `contract` SET `contract`.`org_id` = `contract`.`provider_id` WHERE `contract`.`finalclass` = 'CustomerContract'

Q: I want to know the department of each Person, but if I move the Person under his “HR Department”, IT users won't see him. How can I do?
A: Add a department_id ExternalKey to the Organization class, to specify the optional sub-organization of the user

Q: I want to be sure I set the correct Allowed Organizations to each User. How can I do?
A: The best would be to add a method on User to automatically add the department_id and the org_id to the allowed organizations of the User, if it was possible 😦

The problem is that it is not possible to plug a method on User class for now…

• That would avoid that a user is created without “allowed organizations” by mistake or without access to the Department they are working for
• Adding “Allowed organizations” on Users with profile “Administrator” has no effect, as iTop ignores them, so it could be done for every users without side effect.

Q: Does it impacts my SLAs calculation?
A: Yes, for this you must modify one thing in 2 places.

:this->org_id must be replaced by :this->customer_id in:

• The constant RESPONSE_TICKET_SLT_QUERY in the Designer:

RESPONSE_TICKET_SLT_QUERY

SELECT SLT AS slt 
JOIN lnkSLAToSLT AS l1 ON l1.slt_id=slt.id 
JOIN SLA AS sla ON l1.sla_id=sla.id 
JOIN lnkCustomerContractToService AS l2 ON l2.sla_id=sla.id 
JOIN CustomerContract AS sc ON l2.customercontract_id=sc.id 
WHERE slt.metric = :metric 
AND l2.service_id = :this->service_id 
/* We get the SLT applicable for the customer defined in the Ticket (:this->customer_id) */
AND sc.org_id = :this->customer_id
AND slt.request_type = :request_type 
AND slt.priority = :this->priority

• The coverage OQL in iTop Configuration file:

        'combodo-sla-computation' => array (
                'coverage_oql' => 'SELECT CoverageWindow AS cw 
                       JOIN lnkCustomerContractToService AS l1 ON l1.coveragewindow_id = cw.id 
                       JOIN CustomerContract AS cc ON l1.customercontract_id = cc.id 
                       WHERE cc.org_id_id= :this->customer_id
                       AND l1.service_id = :this->service_id',
                'holidays_oql' => 'SELECT Holiday',
        ),