Resolve Linked Requests query

[Lauren]

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

[Steve Giller]

The same rights for resolving requests will allow you to resolve linked requests.

[Lauren]

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

[James Ainsworth]

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

[Lauren]

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

[Lauren]

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

[James Ainsworth]

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