how-to Disable Known Error option when raising a new request

[gwynne]

Is it possible to remove known issues as a selectable option?

We don't require it

Regards

Gareth

[Hornbill Staff DR]

Hi Gareth,

thanks for your post. Would you be able to provide a bit more detail?

Thanks,

Dan

[gwynne]

When raising a ticket I just don't want Known Issue to be a visible selectable item with the others such as Incident an so forth I also want to be able to remove the icon from the request list

[Guest]

Hi Gareth,

This is role driven. If you only have the Incident Management User role, you would only be able to raise new Incidents (the other options - Service Request, Change, Problem, Known Error will not appear in the drop down, and the icon will be removed from the request list).

If you have the Service Desk Admin Role, this automatically gives you access to all 5 request types (along with other administrative functions such as setting up support teams as well as being able to cancel requests)

Thanks

Bob