AndyHodkinsonPrincesIT Posted August 2, 2018 Share Posted August 2, 2018 We want all of our IT analysts to be able to send emails from a request, but we don't want everyone to be able to access the Email feature in Service Manager. Can anyone advise on how to split the access permissions for this please? Thanks Andy Link to comment Share on other sites More sharing options...
Victor Posted August 2, 2018 Share Posted August 2, 2018 I can't find the posts where this was discussed a while back but I am sure @Lyonel has this configured in this instance and, iirc, both @Martyn Houghton and @Keith implemented something like this in their instances? Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 2, 2018 Share Posted August 2, 2018 @AndyHodkinsonPrincesIT We have set up different roles in our instance to control the permissions for our 2nd Tier teams so they can send emails ,but do not manage the mailbox, which is done by our 1st Tier team. If you start out with limited permissions as below for your IT Analysts to see if this works for you, or if you require some more finer control over the mailbox permissions. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
Keith Posted August 3, 2018 Share Posted August 3, 2018 Just to confirm! I did exactly as Martyn describes above. I created a new role called Mail_Send and assign this to every analyst. This is essential for us due to the way in which updates do not notify the customer. As a result we have to carry out all our request updates via email ( which by the way is crazy in my opinion ). My settings are similar to Martyns. Link to comment Share on other sites More sharing options...
Lyonel Posted August 3, 2018 Share Posted August 3, 2018 Same as @Keith and @Martyn Houghton but with even more restrictions Link to comment Share on other sites More sharing options...
Jeremy Posted August 16, 2018 Share Posted August 16, 2018 We would like our analysts to be able to 'view' emails that are sent as part of a request, but we have found that to enable this they also get access to the email inbox functionality. Could a box be added to tick to allow people to view emails but not to have access to the inbox and all the other associated privileges? Link to comment Share on other sites More sharing options...
Keith Posted August 21, 2018 Share Posted August 21, 2018 @Jeremy I'm pretty sure a role such as that above is all that is required. Have you tried it? Link to comment Share on other sites More sharing options...
Victor Posted August 21, 2018 Share Posted August 21, 2018 @Keith hmm... you sure? Because is not about rights to email from a request, is about rights to view an email (sent or applied) from a request but without access to the whole mailbox... Link to comment Share on other sites More sharing options...
Keith Posted August 21, 2018 Share Posted August 21, 2018 @Victor I am open to be shot down but our guys are definitely able to view an email from the timeline using the "View email" option from the extended options of the post, and this does not give them access to the mailbox. Link to comment Share on other sites More sharing options...
Victor Posted August 21, 2018 Share Posted August 21, 2018 12 minutes ago, Keith said: I am open to be shot down but our guys are definitely able to view an email from the timeline using the "View email" option from the extended options of the post, and this does not give them access to the mailbox. Ok, everyone stand down, I said stand down.... !!! He's one of us!! 1 Link to comment Share on other sites More sharing options...
Jeremy Posted August 22, 2018 Share Posted August 22, 2018 @Victor & @Keith for all the looking in the world I never saw that option!!! Am testing now.... Link to comment Share on other sites More sharing options...
Jeremy Posted August 22, 2018 Share Posted August 22, 2018 It works! thanks all Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now