Dear Experts,
I have a business requirement were they run multiple ITSM(INC) for the same geography and we are enhancing there Incident management tool.
Based on analysis we found the reason for multiple ITSM Incident management tool is because of different support team.
I have proposed for merging of the multiple ITSM into one transaction type with the different support teams maintained under one root org unit and differentiate the support team via MLC.
The problem with the merging is that if any of the support team goes for enhancement with status or process, it would affect the other support team.
I wanted to know if we can control the status visibility for the processors in the support team ?
for ex : I have statues as below for both the team, and I just want few status to be visble for one team. or in future if the support2 adds any status it shouldn't be affecting the support1.
created
inprocess
forward to level 2 ---------> this status should not be accessed/visible for the support1
inprocess level 2
customer action
proposed solution
please provide your inputs for the scenario. The reason behind proposing the merging is time consuming for building and maintainence of multiple transcation types.
Regards,
Dillip