Lauren Posted October 16, 2019 Share Posted October 16, 2019 Hi Are you able to advise which right within the Incident Management Full Access role (and others) provides users with the ability to resolve linked requests when resolving a request as below? Thanks Lauren Link to comment Share on other sites More sharing options...
Steve Giller Posted October 16, 2019 Share Posted October 16, 2019 The same rights for resolving requests will allow you to resolve linked requests. Link to comment Share on other sites More sharing options...
Lauren Posted October 16, 2019 Author Share Posted October 16, 2019 Thanks @Steve Giller, that's what I thought was the case. We created a custom role for our IT staff and they have the following rights: They don't seem to be able to resolve linked requests, though - they don't see the option as above. Are you able to assist? Thanks Lauren Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 17, 2019 Share Posted October 17, 2019 Hi Lauren, Do these users have rights to the requests that are linked? If they don't have the rights (belong to a team that they are assigned to or support the service that they are associated with) to these requests, I don't believe the option will show. Regards, James Link to comment Share on other sites More sharing options...
Lauren Posted October 17, 2019 Author Share Posted October 17, 2019 Hi James, Yes, they do. The linked requests were all logged under the same service as the parent incident. They are members of the supporting teams of that service. Thanks, Lauren Link to comment Share on other sites More sharing options...
Lauren Posted November 13, 2019 Author Share Posted November 13, 2019 HI @James Ainsworth This is still an issue for us - are you aware of any other factors that may affect the ability to resolve linked requests? Thanks Lauren Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 27, 2019 Share Posted November 27, 2019 Hi Lauren, No, I'm not aware of anything else to set. If you have allocated the rights above, and you are still having issues, I would have to recommend contacting Hornbill Support. Regards, James Link to comment Share on other sites More sharing options...
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