Specific cases of requests restricted by site

Octopus allows restricting the type of request that can be submitted by users according to the site writen in their file. This restriction applies both to the software and on the Web Portal, but it's on the Web Portal that the more complexe cases are seen. 

Request created on the Web Portal by the requester

When a person accesses the Web portal and makes a request, that person will be by default the requester. However, certain types of request allow to choose a user different from oneself.

• If the site is mandatory in the options, it will be visible when the person creates a new request.
• If the site is not mandatory, it will be based on the site of the user of the request and can not be modified on the portal.

As the restriction is based on the site of the request, the incident templates and SR types presented to the Octopus user will be those allowed for the user's site.

  Go behind the scene to understand

• A restricted request for "Indoor parking request" exist for the Montreal site only.

• Carl Bernier is associated with the Montréal site.

• Vicky Dumont is associated with the Toronto site.

• We remind you that when the site is mandatory in the options, it will be visible on the Web Portal when creating the request, otherwise the site cannot be modified.

When Carl or Vicky makes a request to the Service Desk, the available requests will differ depending on the situation, we will look at all the possible scenarios:

Carl makes a request:

• For himself, whether the site is visible or not, the request is available because he is associated with the Montréal site.
• For Vicky, whether the site is visible or not, it will not be possible to submit this request since this option is not available in the site with which she is associated.
  • This situation is described in the Warning message below. 

Vicky makes a request:

• For herself, if the site is visible, she can choose the Montréal site, select the request type and fill out the form.  
• For herself, if the site is not visible, she will not be able to submit the request, as she can not modify the site. 
• For Carl; if the site is visible, she can choose the Montréal site, select the request type, add Carl in the User field and submit the request. 
• For Carl; if the site is not visible: 
  • She will need to make the selection of a common request between her and Carl.
  • Then she must add Carl in the User field, this will modify the site of the query in the background.
  • She will then be able to select the parking request. 
  • And will have to add Carl's name as a user again. 
  • After these steps, she will be able to complete the form for Carl. 

Warning message

In an environment where the site is not visible, if a person selects a request that is accessible to him, but chooses as a user a person whose site does not have access to this request, Octopus will display a warning message and the user name will revert back to the original name.

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