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What Role is required to be able to edit the Summary and Description of a ticket


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Afternoon all, 

I have just come back from 13 Months of Maternity leave and my brain is a bit fuzzy!

I have a user who needs to be able to edit the summary and description of a ticket but i cannot figure out what role I need to apply to give him access to this.



Many thanks and apologies for the question


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Hi Hayley,

In most cases, if they can see the request as a support person, they should be able to edit it.  Access is based on team membership and the services you support.  The role for accessing Incidents is the  Incident Manager User role that can be set against their profile, but if they are already seeing the request, I would assume that they already have this role.

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