Lock Resolution for particular role

[Alisha]

Hello,

We would like to use the 'Lock Resolution' for a particular role so that certain analysts can't resolve a request until a Human Task is completed. (We have created roles - without access permissions - to group users in.) Is it possible to achieve this using a Variable? I couldn't find a way to do this. Any help would be much appreciated.

Many thanks,
Alisha

 

[Steve Giller]

@Alisha The Access Control options are on or off, they're not selective, with the exception of "... Full Access" and "Service Desk Admin" roles as detailed in the wiki:

Quote

Use the Access Control to lock or unlock the Details section or the Actions on a request. Only users with the appropriate application right (update locked requests) will be able to modify the details or use an Action once locked. This right has been added to the following roles: Incident Management Full Access, Change Management Full Access, Problem Management Full Access, Release Management Full Access, Service Request Full Access, and Service Desk Admin.

 

[Alisha]

Hi @Steve Giller, so we're not able to use the Variable option in the 'Lock Resolve'? We have a custom role created that is just used to group users rather than give permissions. We'd like to use this custom role to restrict the Lock Resolve, as many of our analysts already have the Incident Management Full Access, so they would still be able to resolve something when we don't want them to!

[Steve Giller]

@Alisha You can use the Variable option, but not in the way that you're thinking.

The parameter requires a boolean value, so supplying a variable with a true/false value will work, but supplying a variable with a value of "naughtyUsersWhoCloseThingsTheyShouldNot" will have unexpected results.

[Alisha]

Thanks @Steve Giller. Is there another way we can make this work? Apart from removing the Incident Management Full Access role from users?

[Steve Giller]

@Alisha Not that I'm aware of, no.

 

[James Ainsworth]

Alisha, 

I would be interested to know if there are things missing from the Incident Manager User role that is requiring you to give the Incident Management Full Access role to users?  As the name suggested, the Incident Management Full Access provides full access and is a great role for team leads or managers.  The Incident Manager User role, is more focused on Service Desk staff.