Policies, their scopes and reporting

[jarednichols]

Hi-

Has anyone run into the problem of needing to give their level 1/2 support folks an idea of what the scope of a policy is without actually granting them access to the policies?

For instance, I had a tier 2 guy ask me why a particular client machine didn't have the VMWare 3 installation in Self Service. It turned out that it was because the guy has VMWare 2 on it. Our VMWare 3 policy is scoped to a smart group of Intel-based machines with no VMWare Fusion installation on disk. I had him remove the VMWare 2, run a recon and it lit up.

That sort of report would be key as it'll be a cold day in hell when I give anyone outside of my team access to the policies. I can easily enough whip up a SQL query to see what the scope of a policy is, but it's the parameters of a smart group that I may end up getting stuck on.

j
---
Jared F. Nichols
Desktop Engineer, Client Services
Information Services Department
MIT Lincoln Laboratory
244 Wood Street
Lexington, Massachusetts 02420
781.981.5436

[#2]

I've created documentation for Tier 1 & 2 that has this information in it in our wiki.

There you can also describe what the spirit of a scope is instead of just the letter of it. Explain why the smart group is set to how it is instead of just what it is. It is a significant time investment on the part of you and your team, but the time savings of techs and help desk asking you questions is worth it to me.

Regards,
-Sean Hansell