Laurie: We run ITSM 7.1, and have experienced following situation:
If the lack of write authority is a CHANGE from previous behavior-please know that we have had to occasionally DELETE then RE-ADD a permission from the User record (usually General Access)) to restore proper Incident visibility---just a thought. Don W. McClure, P.E. Applications Manager, Call Tracking Administration University of North Texas dwmac (at) unt (dot) edu From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jason Sent: Thursday, December 04, 2008 1:24 AM To: arslist@ARSLIST.ORG Subject: Re: Permissions Issues - URGENT HELP NEEDED ** Can you send the list of permissions for one of the users with the problem? If they have "incident user" permission, this would be normal. Allowing them to modify tickets in another group would need to be "Incident Master". "submitted by a member of their group" This is based on the current "owner group" selected on the assignment tab. It's automatically set based on the group role that the record gets assigned to. It's worth noting, as a ticket gets routed around, the owner group can change. Jason Bess Bess Development Corp Currently building sand castles in Baghdad ________________________________ From: "Muhlethaler, Laurie" <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, December 4, 2008 9:17:00 AM 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<http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ __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"
