Resolve Linked Requests - Limit based on role

[AlexOnTheHill]

I recently encountered an issue where a problem manager lost a problem record.

Only the problem manager had the role to resolve problem records so was confused as to why it appeared to have been resolved without his permission.

After an investigation it turns out that if requests are linked, it doesn't matter if you have the role that allows you to resolve a problem record, if it is linked to a request that you can resolve then it will resolve that too.

Can Hornbill be set so that when a request is linked the linked requests cannot be resolved if the person clicking resolve does not have the right to resolve them?

This was raised as an incident but it appears to be expected behaviour, even though it sidesteps the controls associated with roles.

If not can another solution be found so that problem records can only be resolved by someone with problem record roles?

 

[Steve Giller]

When you convert the Incident into a Problem you can lock the Resolve action, that might be a good first step.

[AlexOnTheHill]

I have added a lock resolution node pending the completion of a review activity.

Hopefully this should prevent the problem record from being resolved by agents without the problem record user/manager role.

The lock would be removed if the problem manager completes the review so then we are still in a position where someone without the appropriate role can resolve it.

I still see this as a workaround for a permission oversight.