Managing Subscriber Groups

Subscriber Groups allow you to define the subscribers for your services. You can link Subscriber Groups to Service Actions and Service Bundles. Only those subscribers who are members of the linked Subscriber Groups may then request the Service Action or Service Bundle. You cannot link Subscriber Groups to a Service.

Adding a Subscriber Group

Before you start

You must have Subscriber Group New selected in the Subscriber Groups tab of your Configuration Management security role.

  1. Select and then New. From the submenu, select Subscriber Group.

  2. You can also add Subscriber Groups by selecting Add New when searching for Subscriber Groups.

  3. Specify the Subscriber Group Details.
  4. Use the tabs at the bottom of the window to add, view or remove subscribers, link stakeholders, or link service actions and service bundles to the subscriber group.

  5. You cannot link a service action or service bundle to a subscriber group if Available to all Users is selected in the Subscribers tab on the Service Action or Service Bundle Details window.

  6. Carry out further tasks on the Subscriber Groups Explorer pane.
  7. Select Ok to save the changes and close the window, or Save New to save and close the window and open a new details window.
  8. Complete the Change Reason details, if prompted to do so.

    9. Changes made to this field will be tracked if it is selected in the Audit Trail options in the CMDB Settings window.

Subscriber Group Explorer Pane

The following options are available from the explorer pane in the Subscriber Group Details window:

Select... To...
Object attach objects or files from Windows applications to the subscriber group
Clone copy the subscriber group in order to create a new one
Audit view an audit trail of the changes made to the details of the subscriber group

Managing Subscribers in Subscriber Groups

You can add and remove Users and organizations to or from the group. You can also view the details of Users and organizations added to the group.

Before you start

You must have Subscriber Group Subscriber Write selected in the Subscriber Groups tab of your Configuration Management security role.

  1. Display the Subscriber Group Details window, if it is not already on screen, by searching for the subscriber group.
  2. From the Linking Panel at the bottom of the window, select Subscribers tab.
  3. Carry out the necessary actions.
    • If you want to add a User to the subscriber group, select Add Customer. Search for the User and select them from the browse table of search results.
    • If you want to add an organization to the subscriber group, select Add Organization. Search for the organization and select them from the browse table of search results.
    • If you want to remove a subscriber from the group, select the subscriber from the table and then select Delete Subscriber. Confirm the deletion when prompted.
    • If you want to view subscribers in a group, select Open.
    • To filter the columns displayed in the window, select Filter Columns. In the Column Configs window, use and to add and remove columns, and and to change the order in which they are displayed.
  4. Select Ok to save the changes and close the window, or Save New to save and close the window and open a new details window.
  5. Complete the Change Reason details, if prompted to do so.

Searching for Subscriber Groups

You can search for service subscribers, that is, the Users who may request a service action or service bundle through the Service Request Catalog on the Self Service Portal.

Before you start

You must have Subscriber Group View selected in the Subscriber Groups tab of your Configuration Management security role.

 

  1. Select Menu and then Search. From the submenu, select Subscriber Groups.
  2. The Subscriber Group Search window appears. You can select the criteria for the search in the left pane. The results are displayed in the right pane.
  3. Filter your search using the search criteria in the left pane.

    4. Active select this option to include currently active subscriber groups
    Deleted select this option to include deleted subscriber groups
    Partition If you are using partitioning, you can filter subscriber groups by a specific partition
    Include Deleted Field Values Select this option to include deleted field values in your search. For example, if you are searching for a subscriber group by Created By, and you select Include Deleted Field Values, the Created By list will be updated to display analysts that were created and subsequently deleted. You can then select a deleted value from the list, and conduct your search
    Name Select the checkbox to search by the name of the subscriber group. Press Enter, or use the % wildcard to search for all names, or type the name into the search field.
    Subscriber Select the checkbox to search by the name of a subscriber who is a member of this subscriber group. Press Enter, or use the % wildcard to search for all names, or type the name into the search field.
    Subscriber Organization Select the checkbox to search by the organization of a subscriber who is a member of this subscriber group. The % wildcard is automatically displayed. Accept this to search for all organizations, or type the name into the search field. Select an organization and then use the Equal, Equal + Below, and Equal + Above filters to refine your search.
    Service Action Select the checkbox to search for a subscriber group by the associated service action(s). Press Enter, or use the % wildcard to search for all service actions, or type the name into the search field.
    Service Bundle Select the checkbox to search by the associated service bundle(s). Press Enter, or use the % wildcard to search for all service bundles, or type the name into the search field.

  4. To add more fields to your search criteria, select and configure your search criteria.
  5. Select Search. The results are displayed in a browse table located in the right hand pane.

Updating a Subscriber Group

Before you start

You must have Subscriber Group Update selected in the Subscriber Groups tab of your Configuration Management security role.

  1. Display the Subscriber Groups Details window if it is not already available on screen. You can do so by searching for the subscriber group.
  2. Select to display the details in edit mode if necessary.
  3. Make the necessary changes.
  4. Select Ok to save the changes and close the window, or Save New to save and close the window and open a new details window.
  5. Complete the Change Reason details, if prompted to do so.

Deleting a Subscriber Group

Before you start

You must have Subscriber Group Delete selected in the Subscriber Groups tab of your Configuration Management security role.

  1. Search for the subscriber group you want to delete.
  2. Select it on the search results browse table and then select .

    3. To view the details before deleting, select . The Subscriber Group Details window appears in review mode. Then select from this window when you are confident that this is the subscriber group you want to delete.

  3. In the warning message, select Yes to proceed with deleting the item, specifying the Change Reasons if prompted to do so.