Record Ownership Holds Property

Record ownership is identified by the Holds property on a Field. The Hold property identifies that a person listed in a Field is the record owner.

The property value tells CSM the type of owner (User, Customer, Team, Workgroup, Department, or Manager). For example, in the Starter database, the Owner ID Holds value is set on the Owner ID Field and tells CSM that the person listed in that Field is the official user record owner.

Because many ID Fields (example: Owner ID) work in tandem with and are populated by more user friendly Fields (example: Owner ID works with Owner Name), a second Holds property should be set on the exposed Field. In the example above, Owner Name is also set on the Owned By Field to tell CSM that April Hawkins is the display name of the official User record owner.

Set an ownership value in the Holds drop-down list on the Field's General tab.

Record Ownership Value Considerations

• Most record ownership values are tied to a record type and are set on the Fields in a Business Object (example: They are set in the Incident Business Object).
• Department and Manager are tied to a person and are set on the Fields in the User Info and Customer Business Objects.
• To simplify your setup, CSM provides the record ownership property on some standard Fields in the Starter database. It is assumed that certain Relationships are based on CSM's User Profile and Customer Record. For example, we assumed that the record owner manager is the manager listed on the User Profile in CSM Administrator (Security > Edit users). Because CSM is highly configurable, your system might vary.
• CSM does not set any Workgroup ownership attributes. They must be configured Workgroup attributes.

Record Ownership Values

CSM uses the following values to identify record owners and extended owners. If the value typically works in tandem with another value, it is listed as well.

Record Owner Values

Holds Value	Description
Owner ID Owner name	Identifies User record owner. Typically, the Owned By ID and Owned By Fields hold the ownership values.
Requester ID Requester name	Identifies Customer record owner. Typically, the Requested By ID and Requested By Fields hold the ownership values.
Team ID Team name	Identifies Team record owner. Typically, the Owned By Team ID and Owned By Team Fields hold the ownership values.
Customer Workgroup ID Customer Workgroup name	Identifies Workgroup record owner. Typically, the Owned By Workgroup ID and Owned By Workgroup Fields hold the ownership values. Currently, these Fields are not part of the Starter database, but you can add them manually,

Extended Record Owner

Holds Value	Description
Department	Identifies any person assigned to the same department as the record owner. Typically, the Department Field holds the ownership value (example: in User Info and Customer-Internal). Unlike the other specialized Fields, the Department Field holds the name of the department, not an ID identifying the department.
Manager ID Manager name	Identifies the person designated as the manager of the record owner. Remember, a record owner can be a user and/or customer, and a Team and/or Workgroup. Typically, the Manager ID and Manager Fields hold the ownership value (example: in User Info and Customer-Internal).

Record Ownership Values Matrices

The following tables list the record ownership values by owner type.

User Record Owner

Record Owner	Description	Holds Value	Example Business Obect.Fields
Record owner (User)	Identifies the User who owns the record.	Owner name Owner ID	Incident.Owned By Incident.Owner ID
Manager	Identifies the manager of the User who owns the record.	Manager name Manager ID	User Info.Manager User Info.Manager ID
Department	Identifies the User owner's department.	Department	User Info.Department Customer-Internal.Department

Team Owner Record

Record Owner	Description	Holds Value	Example Business Object.Fields
Team owner	Identifies the Team who owns the record.	Team name Team ID	Incident.Owned By Team Incident.Owner Team ID
Team owner manager	Identifies the manager (or managers) of the Team who owns the record.	Not applicable. Team owner manager is assumed to be the manager (or managers) selected on the Team Profile.	Not applicable.

Custom Record Owner

Record Owner	Description	Holds Value	Example Business Object.Fields
Record owner (Customer/requester)	Identifies the Customer who owns the record.	Requester name Requester ID	Change Request.Requested By Change Request.Requested By ID
Manager	Identifies the manager of the Customer who owns the record.	Manager name Manager ID	Customer-Internal.Manager Customer-Internal.Manager ID
Department	Identifies the Customer owner's department.	Department	Customer-Internal.Department Field

Workgroup Record Owner

Record Owner	Description	Holds Value	Example Business Object.Fields
Workgroup owner	Identifies the Customer Workgroup who owns the record.	Customer Workgroup name Customer Workgroup ID	Change Request.Owned By Workgroup Change Request.Owner Workgroup ID
Workgroup owner manager	Identifies the manager (or managers) of the Customer Workgroup who owns the record.	Not applicable. Workgroup owner manager is assumed to be the manager (or managers) selected on the Workgroup Profile.	Not applicable.