If a support person logs in using the link provided in the email they are able to by pass Remedy rules and set the ticket status to closed. But if they log in and look up the ticket they can not set the status to closed they get the AR System User Error "Before you can close this case you need to resolve it and receive the requester's verification of the resolution. (ARERR 42084)
This is the link in the email that is sent out to support informing them of a ticket. http://xxxx.xxx.com/arsys/forms/xxxx.xxx.com/HPD%3AHelpDesk/Support/?eid=HD0000000139803 After they log into Remedy the link changes to http://xxxx.xxx.com/arsys/forms/xxxx.xxx.com/HPD%3AHelpDesk/Support/?eid=HD0000000139803&cacheid=920d0b4e If they just log into Remedy and search for the ticket this is the link they have in the URL http://xxxx.xxx.com/arsys/forms/xxxx.xxx.com/HPD%3AHelpDesk/Support/?cacheid=920d0b4e Is this a bug or am I giving them admin writes so how with the first link? 6.3 on Unix patch 20 John Atherly American Power Conversion [EMAIL PROTECTED] 401-789-5735 Ext. 2120 1-800-788-2208 Ext. 2120 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
