IPK Status Tab

The IPK Status Tab in the Self Service Portal roles allows you to specify what IPK Statuses your users with this role may have access to.

You may with to grant specific roles access to specific IPK Statuses, for example to only those statuses that you want to them to be able to subscribe to. Here are a few sample scenarios and instructions for how to enable IPK Status Security.

IPK Status - What is it?

Understanding IPK Status vs. Streams in ASM

In ASM, administrators have the capability to manage IPK Statuses and configure security roles, determining who can access and interact with related tickets. This setup ensures structured and effective handling of issues and requests.

Best Practice Recommendation: Typically, IPK Statuses can be categorized into several broad types, such as Incident, Problem, Service Request, or even custom categories like "Subscription Issue." These statuses are essential as they help delineate broad areas of accountability and responsibility, allowing specific streams or "swim lanes" to fall under each category.

For instance, if we consider the Facilities department within an organization, they may have numerous teams concentrating on different areas, such as Procurement, Assets, or Maintenance. Despite the variety of teams, they require only one stream dedicated to break/fix issues, which would fall under the Incident category. Additionally, they might have streams under other statuses, such as hiring processes under HR, or tackling complex facility maintenance issues under the Problem status.

In the context of ASM, the IPK Status essentially signifies the ticket's overall functional area. Is it Broken? Does the client need something? Is there a long-running problem or project?

This serves as a high-level classification, whereas a stream delineates a more specific area within that functional domain. The analogy to consider is that of a pool; the IPK Status serves as the pool itself, while Streams act as the swim lanes inside the pool. For a more tangible example, under the IPK Status of Incident, you might have distinct streams like "IT," "Facilities," and "HR," each addressing incidents in their respective areas.

IPK Statuses are meant to be broad categories that encompass various streams, which provide more precise classification within those categories. When initially configuring ASM, it is critical to exercise caution not to overly complicate or extend the IPK Statuses and streams. Creating overly intricate or lengthy statuses and streams can make it significantly more challenging for analysts to accurately log incidents, problems, or requests into the appropriate status and stream. Simplicity and clarity should be the guiding principles to ensure smooth operations and accurate logging and reporting.

To Grant or Remove Access to Specific IPK Status

When you restrict or grant access to specific IPK Status', you are granting or restricting access to all of the streams under that status as well.

1. From the Self Service Portal Role, Click the IPK Status tab.

2. Tick the check box to enable IPK Status Security. If this box is not checked, all IPK status will be available to the role.

1. Select from the list on the left the Status' you wish to grant access and then click the "Add" or "Add All" button to add them to the Visible IPK Status table.

2. To Remove Status', click the "Remove" or "Remove All" button.