Cisco Cisco Prime Service Catalog 10.0 Technical References

The “Service Team Administrator” preconfigured role, described in the section above on Object-Level 
permissions, allows members of the role to manage any service team and to modify information on any 
organizational units and queues.

This role is an excellent candidate to be copied to a custom role which provides the same capabilities but 
limits its members to working on specific organizational units, and queues, rather than “All Objects” of 
each type. Responsibility for maintaining the service teams in an organization could be divided between 
multiple Service Team Administrator roles, each of whom has control over a different set of 
organizations and their queues. If the organizations were structured hierarchically, only a parent 
organization would need to be specified as the object of a particular permission, all child objects would 
also be subject to the same permission.

Assume that many, but not all, requisitions have an integration to an external system such as Remedy. 
Analysts who work on the Remedy application may need to review any Request Center requisition that 
includes an integration to Remedy, and may need, for example, to add attachments or comments to such 
requisitions. 

Create an OU of type = Service Team, named, for example, Remedy Team. 

Make all the people who need access to these requisitions members of this OU. 

Create a queue homed to the Remedy Team OU; name it Remedy Team. The Remedy Team OU now 
automatically gets the Access Queue permission to the queue of the corresponding name. 

For any service for which the Remedy integration is part of the delivery plan, add a task. 

Assign the performer to be the Remedy Team queue. 

Make the task conditional upon 1=0.

Here is why this works: Request Center grants access to a requisition based upon whether the user has 
“an affiliation” with the requisition. That is, if he is the customer, or the initiator, or if he plays a role 
in the delivery of the requisition. If a person is a performer (or has access to a queue that is a performer) 
of a task in the requisition, that person therefore has access to the requisition.

An alternative approach with equivalent results is to substitute the following step for Step 4 above:

For any service for which this issue will arise, assign the plan-monitoring task to the Remedy Team 
queue.

In an implementation of Request Center that spans multiple divisions within an organization, it is 
sometimes desirable to distribute the responsibilities for service design to multiple groups of developers. 
Ideally, these developers should be able to leverage each others’ work, reusing a service or service 
component created and tested by another group. However developers must ensure that they do not 
accidentally or on purpose change a design component maintained by another group.