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Hello,

During switch on I needed our 2nd and 3rd line support teams to only be able to view, update and resolve incidents and service requests, not raise them. our switch on specialist created a custom permission set and when tested this worked. When they clicked the arrow next to raise new there was no incident or service request any more.

However, somehow they have returned. On investigation it looks like this is because "self service user" gives analysts the ability to raise new requests. If I remove this they cannot see incidents or service requests any more.

i'd very much like to go back to having the guys not be able to log incidents and service requests, but don't think I should have to disable self service access to implement it.

Any ideas?

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