Service Requests and Sensitivity

2010 January 25
by sharepoinTony
I recently implemented a customized version of the Microsoft Help Desk template for SharePoint 2007.  Quickly after launching I adjusted things based on feedback and input that never came prior to the launch.

Background

The service request system, implemented via the help desk template, by default requires that all employees have access to submit requests.  The open-nature of SharePoint (and most IT departments) also dictates that users be able to see the pending service requests.  This visibility is normally thought of as a good thing for IT and helps promote self-service internally.  One of the customizations that I put in place was a notification workflow that sent email to the help desk staff telling them of newly submitted requests.  This workflow also automatically responded to the customer via email providing confirmation that their submission was successful.  The email provides a link back to the service request list so the customer could see all of the pending requests, including their own.

The Request

One significant post-launch request came from Human Resources.  They occassionally make requests that are sensitive in nature, such as terminations.  HR felt that those requests should not be visible to all employees.  This posed a problem for the service request list.  There is no doubt that it is a valid request, and the desire to keep most requests visible to users hadn’t changed, so I now had an exception to deal with.
Options considered were limited for various reasons.  One option would be to simply make a duplicate request list for sensitive HR requests.  But that meant managing two lists for the help desk, tracking two lists worth of requests for IT management, and created a possibility that a request might sit un-noticed.
Another option was to avoid using the service request list for all sensitive requests.  HR could send an email request as they had done historically in this small company.  Everyone was already “comfortable” with that process, however no improvements would easily fit into the old email process.  Reverting back to an old process just didn’t sound good unless there wasn’t a better solution.

The Solution

The solution concept chosen was to install a CodePlex feature that would allow a workflow to change the permissions on specific requests.
The concept was that sensitive requests could easily be identified since HR knew at the time of submission whether or not the request was sensitive, and could simply ‘mark’ the request as sensitive.  The workflow could check the column used for this purpose and based on its value could change permissions on that specific item.  We could limit the visibility to the appropriate staff without significantly changing the existing service request system.

The “Useful SPD Workflow Activities” feature from CodePlex was installed on a test server and the concept was examined closer.  After successful examination and testing it was decided that this would provide a very acceptable solution to the situation, and a quick response to the request from HR.
I created a new workflow to manage these permissions changes for two reasons.  First, I like keeping workflows as simple as possible.  Second, I wanted to be able to provide the flexibility to execute this behavior without sending emails that may be confusing which might come from adding these steps into the existing notification workflow.
The new workflow is very simple.  I check the designated column in the service request list and if it indicates that the item is sensitive then I remove a SharePoint Group’s permissions to the list item. I use several SP Groups to provide access, one contains all users, one contains appropriate HR staff, and one contains help desk staff.  When I remove all permissions from the group containing all users then only the members of the HR and Help Desk groups can see the item in the service request list.  There is no impact to other users or other requests.

Because the workflow can be started manually, we have the flexibility to “hide” any request that comes in by simply modifying the designated field and initiating the workflow.  This means that if HR forgets to “flag” a request, or if any other request is deemed sensitive we can quickly and easily “fix” it without having a workflow running all the time to monitor changes to requests.  Everyone is happy with this solution and it took longer to write this blog post than it did to implement in production.
Footnote: This CodePlex feature was installed and implemented on a 64-bit Windows Server 2008 system running MOSS 2007.

Adjusting the display of the !New icon

2009 December 31
by sharepoinTony

You upload a document in SharePoint 2007 and the nifty little !NEW icon appears, but for how long?  I couldn’t find a difinitive answer, some places said the default is 1 day, others listed 2 days.  Well, it doesn’t matter now because I just set it to the number of days I wanted it to display.  Here is how:

stsadm -o setproperty -pn days-to-show-new-icon -pv X

-pn = Property Name, In this case it is “days-to-show-new-icon”

-pv = Property Value

X = Number of Days

For example, If you would like “New Item” icon to be displayed for 2 days then you want to execute following command:

stsadm -o setproperty -pn days-to-show-new-icon -pv 2

Nothing shattering here, just a handy reference.

SP 2007 Audience Limitations

2009 December 28
by sharepoinTony

Using Audiences in SharePoint 2007 helps you to provide content in a more customized manner.  Your defined audience will see the content while others that are outside of that audience may not see the content.   As the SharePoint 2007 “Help and How-to” puts it:

By using target audiences, you can display content such as list or library items, navigation links, and entire Web Parts to specific groups of people. This is useful when you want to present information that is relevant only to a particular group of people.  For example, you can add a Web Part to the legal department’s portal site that contains a list of legal contracts that is visible only to that department.

 

Targeting specific list or library items to audiences works in a slightly different manner than when targeting entire lists or libraries.   To target a web part to an audience you simply Edit the page, Modify the Shared Web Part and specify the Target Audience under the Advanced section.  Only members of the specified audience will see the web part on the page.

 

To target a list item for example, you must enable audience targeting on the list, specify the audience on the item and then present the item in a web part, usually a Content Query Web Part.  Displaying the content in this way will allow filtering to occur.  If you complete all of these steps except the last, presenting the item in a web part, then the specified audience will not filter the view of the item in the list.  SharePoint list and library views do not allow filtering by Audience, and the list or library will display all items in the view regardless of the specified audience

 

So be cautious, if your users have access to a list or library you will have to control visibility through permissions and obscurity rather than the use of audience targeting.  That is, hide the list from common users and always display the content via web parts.  Presenting content in this way is not always feasible, especially when you may have people from different audiences updating the list or library.  The best option is to simply segregate the items into different lists or libraries by audience.

 

San Diego SP User Group Meeting 12/3

2009 December 1
by sharepoinTony

Southern California SharePoint User Group December 2009 Meeting

Holiday Meeting This Week

The Southern California SharePoint User Group is meeting on the 1st Thursday of December 2009 to accommodate Holiday schedules. Monthly meetings return to the 3rd Thursday evening of the month in January 2010.

Thursday, December 3rd 2009
NEW STARTING TIME!! – Meetings now start at 5:30 PM

The SoCal SPUG December 2009 meeting is about:
· Workflow
· Security
· InfoPath Form Services

Featured Speakers:
Brandon Brown, Principal Technology Specialist
“Building dynamic business applications using SharePoint (MOSS) and K2”

For location and more details go to the SoCal SharePoint San Diego site.

Free PowerShell e-book

2009 November 30
by sharepoinTony

At the recent SharePoint Saturday in Phoenix Arizona, I learned about this free resource from Tom Wisnowski…

“Mastering PowerShell” by Dr. Tobias Weltner, PowerShell MVP is available for free download at PowerShell.org/Mastering-PowerShell.pdf.   It is a 567 page PDF book.   There are lots of other resources on the PowerShell.org site, check it out SharePoint admins.

 

SPSaturday Phoenix SharePint Options

2009 November 19
by sharepoinTony

Taking it upon myself to research online a bit, I found the following locations to be potential location options for SharePINT during the upcoming SharePoint Saturday Phoenix.  Not being a local I can’t recommend any that are not larger chains.   Also, since I have not seen nor heard of anyone else coordinating this, I will volunteer myself and get things rolling.  If anyone out there has started down this path, speak up!  I am flexible and have no desire to add stress or complexity to what should be a fantastic weekend.

This list is in rough order based on proximity to the SPSaturday hosting site.  PLEASE post comments if you are attending SPSaturday PHX.

SharePint Location Options

Lobby Bar – Arizona Grand Resort

7777 S Pointe Pkwy W, Phoenix, AZ

(602) 438-9000‎

Phantom Horse Grill – Also Arizona Grand Resort I think

8000 S Arizona Grand Pkwy, Phoenix, AZ

(602) 431-6476‎

Monkey Pants Bar & Grill‎

3223 South Mill Ave

Tempe, AZ 85282

(480) 377-8100

monkeypantsbar.com

Gordon Biersch Brewery Restaurant‎

420 S Mill Ave # 201

Tempe, AZ 85281-2870

(480) 736-0033

gordonbiersch.com

Four Peaks Brewing Co

1340 E 8th St # 104, Tempe, AZ

(480) 303-9967‎

fourpeaks.com

Copper Canyon Brewing & Ale House

5945 W Ray Rd, Chandler, AZ

(480) 785-1928‎

ccbrewing.com

Rock Bottom Restaurant & Brewery

14205 S 50th St, Phoenix, AZ

(480) 598-1300‎

rockbottom.com

Arizona Roadhouse & Brewery

1120 E Apache Blvd, Tempe, AZ

(480) 929-9940‎

Green Week and Technology

2009 November 18
tags:
by sharepoinTony

This week is Green Week, so I thought I would post on that theme. There are growing numbers of discussions and activities in technology that are green related.

I have always felt that using technology to improve efficiency, increase the ease in finding information (ie knowledge management), managing content, and simplifying or tracking business processes made sense – and are green.

Why?

Because we can better see the impact on our society and planet when we point out and acknowledge that we are trying to act in a responsible manner.

Because when we can see the projects that do impact the planet around us it is easier to remind ourselves that we need to protect the environment that sustains us.

Because when we are sometimes so focused on ROI we miss the Social Impact; we miss the Social Responsibility;  we miss the Goodwill that is often achieved by projects that DO pay attention to these things.

The other night I caught a small portion of a documentary on TV.  It was about Coke in South Africa. One subtle  point they made was that when apartheid violence was at its height most foreign companies moved out.  Coke chose a different path.  They found a multi-racial group that was willing to buy the distributorships and remain in the country.  South African’s found that during this upheaval the only refreshment to be found was Coke products.

After things settled down, Coke donated to local re-building causes.  The locally owned Coke distributors started expanding by “shipping” product via wheel barrel and hand carts.  South African’s took note of this and have truly embraced this company and brand.  Coke is visible everywhere now in South Africa.  This is all due to a vision beyond standard ROI.  It displayed Social Responsibility that has paid off in Goodwill in a big way…and I might venture to say it has paid off in dollars that were hard to account for in ROI.

That story has nothing to do with SharePoint directly.  However, if the thought process can shift so that some SharePoint projects can move forward, allowing the technology to help solve real problems or streamline real activities …then we can see SharePoint grow as a green tool.

For more coherent information on Green technology, check out these news links:

CNNMoney.com: Green Technology Report

CNET News: Green Tech: Intel sees Opportunities in wind, electric cars

SharePoint Magazine: Go Green with SharePoint

Business Week: Green Technology Innovators

InfoWorld: Intel invests $10 million in green technology companies

Breakell Inc – Green SharePoint (General contractors building green and using SharePoint for a community website to promote green actions)

10 SharePoint 2007 Admin shortcuts

2009 November 18
by sharepoinTony

Shortcuts that can help you get to pages you need when working on your SharePoint 2007 sites.

Add these to end of url for site or page to get to the page you need:
  1. Save Site as Template: _layouts/savetmpl.aspx
  2. Jump to Settings page: _layouts/settings.aspx
  3. Site Template Gallery : _catalogs/wt/Forms/Common.aspx
  4. List Template Gallery: _catalogs/lt/Forms/AllItems.aspx
  5. Web Part Gallery: _catalogs/wp/Forms/AllItems.aspx
  6. Master Page Gallery: _catalogs/masterpage/Forms/AllItems.aspx
  7. Add web parts to any page: ?PageView=Shared&ToolPaneView=2
  8. Manage your Alerts (2003 & 2007): _layouts/1033/MySubs.aspx
  9. Web Part Page Maintenance: ?contents=1
  10. IISReset can get annoying, every time you deploy new functionality you hit IISReset, and you wait.

A much quicker way is to recycle only the application pool instead of issuing an IISReset. In order to recycle just the application pool, you can use the following command:

 

cscript c:\windows\system32\iisapp.vbs /a ”[App_Pool_Name]“ /r

 

Added bonus:

Application Pool Recycle Utility
This makes the pages load quickly after recycling the pool or doing an IISReset.

Handy Twitter Tools

2009 November 13
by sharepoinTony

Oddball post, but hey it is my blog so I can do what I want! ha!
Here are some handy twitter tools -

First the good ol hashtag (#) – for SharePoint people search #sharepoint, #moss, SPSaturday and watch for postings on conferences etc. such as #spc09
Look at Trends to find other hashtags or words you may want to follow.

Other Tools
http://www.twitblock.org
http://www.tweetdeck.com/
http://www.hootsuite.com/
http://dossy.org/twitter/karma/
http://twitpic.com/
and
99 twitter tools from Smashing Magazine

Fab 40 Help Desk Template screen shots

2009 November 11
by sharepoinTony

Here are a few quick screen shots to see how the Help Desk template looks without modification.  This site has our custom theme applied and some “demo” content added, otherwise it is OOTB (Out Of The Box).

Help Desk main page:

Test Help Desk

Fab 40 Help Desk Template

Service Rep Home:

Svc Rep Home helpdesk

Help Desk Service Rep Home page

Service Rep Manager Home:

SRMgrHome_helpdesk

Help Desk Service Rep Manager Home page

Support FAQ’s:

supportFAQ_helpdesk

Help Desk Support FAQ page