SimonSheldon Posted May 16, 2019 Posted May 16, 2019 Is it possible to restrict logging of new calls to our 1st Line Analysts only? This is how we have it set in our current Supportworks environment and I;d like to carry on with this restriction in the Service Manager set up if possible?
Steven Boardman Posted May 17, 2019 Posted May 17, 2019 Hi @SimonSheldon You could take a look at the roles your agents have. The default roles - i.e Incident Management User, Incident Management Full Access will have the application right - Raise Incident You can copy default roles, like the above and then tweak the application rights, such as remove the Raise Incident right, and then assign your custom roles to the users who you do not wish to have the rights to raise Incidents, and do the same for the other request type roles, if you do not want your anyone other than your 1st line to raise new. This will in effect remove the Raise New option from the UI Hope that helps 1
SimonSheldon Posted May 17, 2019 Author Posted May 17, 2019 Thanks Steven - I did have a bit of a play with it yesterday and copying the system role as you say and just removing the "raise xxx" option seems to do the trick!
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