I work in a team of system admins and we are responsible for SBM (among MANY other tools). We currently have a workflow that we use to manage all SBM related issues raised by our users. However recently we have started using an alternative ticketing system as a way to consolidate all of our various tools' issues in one place.
What we would like to happen is when a user tries to submit a ticket in SBM they are presented with a message explaining why we're using a new system and a hyperlink to the new portal. Nothing else. Effectively removing their ability to submit.
In addition to this we (system admins) would still need to be able to submit a ticket in SBM as our new system is great at dealing with quick issues but not so good at dealing with enhancement requests. The difference being that only system admins will be able to raise a ticket.
We tried to achieve this by modifying our custom submit form to display the message and link. We then moved all other fields, links etc into a section that could only be viewed/edited by system admins (roles). However this hasn't worked for us. Users can still see the full form contents. I have checked to see if anything is overriding the privileges but it all looks good to me.
Does anyone have any ideas on how to do this? I'm probably missing something obvious or just making life difficult for myself. Apologies for the long post!
Accepted AnswerDavid SheaffeOnline0Although you have already probably done it, I would suggest going to SBM Application Administrator and check for over-rides on the Submit transition. You might find that even though in Composer or the Project itself you have moved fields to restrict access - that on the submit transition they are not where you expected.
Accepted AnswerDavid HannonOffline
Accepted AnswerModeratorVickie OrtegaOnline0I agree with the role approach. (Just to be clear, I see it like this.... Go into Composer on the table. Move all of the fields to the "manager" section, for example. Then, remove the "Edit fields in the Manager section" and "view fields in the manager section on Submit" permissions from each of the roles.)
If that's what you've done and the users still see the fields, then I would guess that the sections were overridden or the permissions overridden along the way somewhere. This could be on the transition from within Composer, on the workflow from the web Application Admin tool, the transition in app admin, the project, or the project's transition. There are so many overrides, it's a bit crazy in my opinion.
You can verify the permissions from App Admin, under project, open the project details, then open the list of states/transitions, and find the submit transition and open the details. On the Fields view, you can verify the sections for each field and make sure they are all still under "manager" (or what ever you picked). If they are not, then the section is being overridden somewhere. You just have to find it.
If the sections are correct from the test above, then the users must have gotten permissions to these section along the way somewhere. You can find clues like this: From App Admin, go under users, and find any user who sees the fields incorrectly. Go under Privileges > Field, find the project. Scroll down and find the "view user fields on Submit" (for example). You will probably see a check mark. Hover over the check mark. This will give info about why the box is checked. It will tell you what role or group is giving this permission. Do the same thing for the "update user fields" permission.
With these clues, hopefully you will be able to find the override. Searching for overrides can take a long time and can be frustrating. If you get totally stuck, you can always call into support for a WebEx. We help people search for overrides all the time.
Accepted AnswerMikaela NilssonOffline0I guess that you can also "stop" the transition with an appscript for all users not in the system admin group.
Keep the message and link on the custom form but if the user still clicks the OK button an appscript is run with something like
If Not Shell.User.Member(15) Then
'Where you will exchange the number 15 to the TS_ID of the system admin group
Shell.redoMessage = "Not possible to submit this item"