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Manager information for Clients

Manager information for Clients

Right now there's no way to associate a client with another client as their manager unless you do it via Departments with a department approver.  That seems incredibly clunky, and doesn't take advantage of the existing LDAP/Active Directory sync functionality.

As it stands right now, I have my LDAP feed over the Direct Manager field from Active Directory into a custom field in SolarWinds.  Every client then shows the manager information, but the system only sees it as a custom field, not anything it can recognize for escalations or approvals.  It would be very useful in many areas to be able to quickly identify a Client's manager, and route a ticket to them for approval.  Or to have logic that states whenever a Client submits a ticket of a certain request type, it automatically routes an email to their manager for review and approval.

Please tell me I'm not the only one who has seen the missing potential here. 

Tags (3)
8 Comments
silmarillion
Level 10

I particularly like the idea of routing particular request types to a manager for approval.

_zzz_
Level 8

Has anyone found a method to do this yet? We would like to do something similar: if a purchase request comes in, route it to the manager listed in AD for approval before sending it to the acquisition team.

henazo
Level 10

Couldn't you use an action rule based on that AD manager field to send the ticket to that manager for approval?  Still a bit clunky but I think this will accomplish what you want in an automated way.

_zzz_
Level 8


How would you accomplish that? We had to create the Manager field as a custom client field (text) as indicated in the initial post. I'm not sure how you would read that text into an action rule and then take appropriate action on it.

henazo
Level 10

Set the action rule criteria to the custom field you created with the appropriate value (manager name) to trigger, then set the action to add approval process.  You''l have to define your approval processes first and each separate manager will need it's own action rule.4-24-2015 1-16-47 PM.png

4-24-2015 1-27-46 PM.png

_zzz_
Level 8

I get that; except we don't necessary want a separate rule for each manager. We are looking for a way for the approval process to check the requester's manager in AD (via LDAP lookup), and use that criteria to send that person the approval email, rather than create a lot of explicit rules.

henazo
Level 10

Setting CAB and department/location approvers for all the clients is just the easiest way now.  I get it too, you'd rather it be built in so there's as little configuration as possible.  Totally understandable.  Maybe they will add some new columns, sp and fn constraints to the dbo.client table to make this happen.

I'm curious, were you able to get the manager field to use attribute mapping?  I tried it but can't figure out how to filter out all the stuff I don't need and just show me the cn for manager name.  I end up with "cn=the name, ou=users, ou=blablabla"

_zzz_
Level 8

Not yet; that's my next step is to try and parse the AD garbage and just output the name.