We are using FS automators to handle almost all of our access management. Instead of having hundreds of SC items, we went for a single SC item that has a conditional field where the application is the top layer, and the type of access for that app is the second. This creates manual work every time we add/remove an app from the environment, whereas if I was able to use the inventory to populate this, I wouldn’t need to hand edit (and sort!) the SC item every time a new app is added.
New Idea
Ability to populate conditional fields via data source
+14- Top Contributor ⭐
We are using FS automators to handle almost all of our access management. Instead of having hundreds of SC items, we went for a single SC item that has a conditional field where the application is the top layer, and the type of access for that app is the second. This creates manual work every time we add/remove an app from the environment, whereas if I was able to use the inventory to populate this, I wouldn’t need to hand edit (and sort!) the SC item every time a new app is added.
There are coming new functions to the service items but in the mean time.
If you have PRO or ENT have you tried using dropdown fields with custom object source, there you add filter per field ?
+14- Top Contributor ⭐
nvm, I can’t find where I have seen that I could set the condition based on another field in the service item.
+9- Top Contributor ⭐
I thought of that, but it wouldn’t work because it’s the dropdown would only give the list of apps for the user to select from. The ability to select the desired access level is unique based on application selection
For example: One app will only have admin and user roles. Another might have admin, user, developer, guest. A third might have user, admin, guest and so on.
The second part is where the complexity comes in… I could probably come up with a series of business rules to hide options on the SC item, but that would probably be dozens of business rules depending on what selections have what role types (not ideal)
+14- Top Contributor ⭐
I thought of that, but it wouldn’t work because it’s the dropdown would only give the list of apps for the user to select from. The ability to select the desired access level is unique based on application selection
For example: One app will only have admin and user roles. Another might have admin, user, developer, guest. A third might have user, admin, guest and so on.
The second part is where the complexity comes in… I could probably come up with a series of business rules to hide options on the SC item, but that would probably be dozens of business rules depending on what selections have what role types (not ideal)
Or have all combinations in the custom object if we could have selected filter on another selected field
CO Apps
CO Apps + access level/roles
Field 1 source Apps
Field 2 source apps + access with filter app = Field1
Then you can maintain the 2 CO only. But couldn’t get it to work.
+9- Top Contributor ⭐
Yeah; being able to have a second filter on dropdowns for SC Items would be a first step!
Title: Streamlining Access Management with Conditional Fields
Thank you for sharing your experience with using Freshservice automators for access management. It sounds like you've implemented a smart approach to handle access requests efficiently. Leveraging conditional fields can indeed simplify the process by providing a structured way to manage different types of access for various applications.
Integrating the inventory to automatically populate these conditional fields would be a significant enhancement, eliminating manual editing and ensuring accuracy. This would streamline your workflow, saving time and reducing the risk of errors when adding or removing applications from the environment.
It's great to see your proactive approach to optimizing access management, and utilizing data sources to populate conditional fields is a promising solution to further improve efficiency and accuracy in your workflow.
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