Have you implemented multi-tenancy or not? We have, and we ran into permissions problems across companies - assignees couldn't even see the tickets assigned to their group - that had to be solved with custom code to append the assigned group id to the assignee groups field (112). OOTB, field 112 only gets the group id for the Customer Company (Contact Company) on an Incident. Permissions can be extended in the OOTB app by selecting a different company for the Direct Contact Company on the Contact tab, or the Company on the classification tab which is set by default to the Contact Company value. The Assigned Group and Owner Group affect visibility on the consoles, but not permissions; without matching Company permissions for both the logged in user (support staff) and one of the company group id values in field 112 of the incident, the incident will not be visible even if the support staffer queries the entire Incident form, much less in the consoles.
BTW, we have always run our Help Desk and ITSM apps with ARS in submitter locked mode, but I can't say that it was required for ITSM 7. I am thinking that you are somehow getting at cross purposes to the OOTB app workflow that only allows ticket modification by assigned group or owner group members, which is as designed. See http://arsweb4.ars.unt.edu/helpdesk/itsm7_record_permissions.htm for more detail if any of this might apply to your problem. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Muhlethaler, Laurie Sent: Thursday, December 04, 2008 12:17 AM To: arslist@ARSLIST.ORG Subject: Re: Permissions Issues - URGENT HELP NEEDED ** Addendum: it appears that they can modify only those tickets assigned to a group they are a member of or that was submitted by a member of their group. Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 ________________________________ From: Muhlethaler, Laurie Sent: Wednesday, December 03, 2008 9:52 PM To: [EMAIL PROTECTED] Subject: Permissions Issues - URGENT HELP NEEDED Importance: High Listers ~ either I'm going insane or I'm just overlooking something simple. All of a sudden, our users cannot modify tickets that they did not submit. The submitter mode is set to "Changeable" and has been since inception. We are/were planning on going live tomorrow morning and this stupid issue just popped up. I'm at my wits end as I absolutely can't see what's causing this issue. Any help is greatly appreciated. 7.0.03 Patch 006 Service Desk Asset Management Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 [http://logos.firstrepublic.com/FRB.jpg] ________________________________ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
