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Lock request action functionality Applications Rights and Documentation


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We have been advised via Support under IN00171475 as our one of our custom roles was not permitting analyst access to the new request action lock function under Service Requests, to log a request on the forum for details of the Service Manager Application Right(s) that need to be added to our role to permit analyst to lock a service request.

The only to Application Rights returned with the work 'lock' in them relate to the 'Update Locked Incidents' or Update Locked Service Requests'. 

It would appear the ability to 'Lock' a request has been embedded in another pre-existing application right.

There does not appear to be any documentation on the wiki for the 'Lock' functionality at all.

Hornbill can you please advise?

Cheers

Martyn

 

 

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  • 2 weeks later...

@Martyn Houghton the "Lock Action" button available on certain actions on a request is governed by the "Update Locked <Request>" application right. For, example Service Requests, to have the "Lock Action" visible on the request actions, the user needs a role that has the "Update Locked Service Request" application right. Similar for all other request types (Update Locked Incident, Update Locked Change Request, etc.). This application right is allocated to the standard "<Request> Full Access" roles therefore any user that is allocated this role will have access to the functionality. If using custom roles, then this app right needs to be allocated to the role.

The above is documented on https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow in Requests -> Access Control.

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@Victor

The name of the application rights suggest that this is to 'Update Locked Incident' i.e. be able to override a lock and still update it.

So there is no separation between a user having the ability to lock a Incident/Service Request and the additional ability to Update a Locked Incident/Service Request?

I can see the link documents the BPM process for locking, but cannot see any reference to the application rights?

Cheers

Martyn

 

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@Martyn Houghton as the name suggests, the main purpose is to override the lock. However, it is also used to give access to "Lock Action" option. Here is the reference to the application rights:

''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''

I do understand that perhaps we can (also) find a more suitable section on the wiki to have this info documented than just the BPM. And perhaps enhance it a bit to make it more clear.

And, no, there is no separation between having access to "Lock Action" button and ability to override a locked action when having this application right. To this day there was no specific need to have this separation.

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