I was recently working on something similar (ITSM 7.0.03). In my org, the help desk is the only support group which can re-assign and update anyone else's tickets. We do not allow every support group to edit every ticket; they can view all tickets but not edit them. I have not given the help desk incident master permission either; what I did was create a filter which sets the help desk as the incident owner when the ticket is submitted (the owner fields are hidden). The reason I don't grant the help desk incident master permission is because I do not want them to have the ability to delete incident records.
I am not sure if the owner fields are still there in 7.5... Marcelo -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tricia Sent: Tuesday, June 15, 2010 4:30 PM To: arslist@ARSLIST.ORG Subject: Allow support staff to edit all Incident Tickets Hi Everyone, We have rolled out Remedy ITSM 7.5 to the users in April. We are now doing follow-up feedback to see what the users like and dislike. One constant is they want to be able to update and transfer Incident tickets no matter what queue it is in. For example if the Service Desk has a ticket assigned to them but Tier 2 has an update, Tier 2 can update the ticket directly. Very similar to the way they worked in 6.3. Can anyone help me accomplish this without giving everyone Incident Master permissions? Thanks, Tricia _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
