Can't you give them Incident Master rights? Jack Covert
Corporate IT Enterprise Systems Management Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy Remedy FAQ Sessions on Thursdays @ 10:30 AM PT Details on Remedy Support Team Home Page -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Muhlethaler, Laurie Sent: Wednesday, December 10, 2008 3:41 PM To: [email protected] Subject: Re: Permissions Issues - URGENT HELP NEEDED All ~ we are using (and want to keep) single-tenancy mode but we want our=20 HD to have the ability to update any ticket. I've listed their Support=20 Group role as Help Desk but if an incident is submitted by someone outside=20 of the HD, ownership is listed as the group who submitted the incident. This is as-designed, correct? This should be simple to adjust but since I'm still familiarizing myself with the ITSM Suite, I'm a little hesitant=20 (OK - a lot). Your help, as always, is greatly appreciated. On Thu, 4 Dec 2008 17:19:11 -0500, Jase Brandon <[EMAIL PROTECTED]>=20 wrote: >Hi Laurie, >What if any errors do you get when users try to modify a ticket they didn't >submit? >Anything in the logs? > >Thanks, > >Jase > >On Thu, Dec 4, 2008 at 12:52 AM, Muhlethaler, Laurie < >[EMAIL PROTECTED]> wrote: > >> ** >> >> Listers ~ either I'm going insane or I'm just overlooking something >> simple. >> >> >> >> All of a sudden, our users cannot modify tickets that they did not=20 submit. >> The submitter mode is set to "Changeable" and has been since inception. =20 We >> are/were planning on going live tomorrow morning and this stupid issue=20 just >> popped up. I'm at my wits end as I absolutely can't see what's causing=20 this >> issue. >> >> >> >> Any help is greatly appreciated. >> >> >> >> *7.0.03 Patch 006* >> >> Service Desk >> >> Asset Management >> >> >> >> >> >> *Laurie Muhlethaler* >> >> First Republic Bank >> >> Remedy Developer / Administrator >> >> 415.364.4436 >> >> >> [image: [First Republic Bank logo]] >> ------------------------------ >> The information transmitted is intended only for the person or entity=20 to >> which it is addressed and may contain confidential and/or privileged >> material. Any review, retransmission, dissemination or other use of, or >> taking of any action in reliance upon, this information by persons or >> entities other than the intended recipient is prohibited. If you received >> this in error, please contact the sender and delete the material from any >> computer. 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