This is correct workflow - here's the rule: If the Help Desk creates the incident, they are the owner. If a support group outside of the Help Desk creates the incident, and assigns it to the Help Desk, then the Help Desk is the owner. If a support group outside of the Help Desk creates the incident and assigns it to another support group (not the Help Desk) then the submitting support group is the owner.
The OOTB solution to your dilemma is this: You can set up an Assignment Event to assign the Incident Owner Group on every incident submitted. This is done in the assignment configuration form. The customized solution is this: You could change the underlying workflow object to assign it to Help Desk instead of the submitting group. Hope that helps, LisaD Muhlethaler, Laurie wrote: > > All ~ we are using (and want to keep) single-tenancy mode but we want > our > HD to have the ability to update any ticket. I've listed their Support > Group role as Help Desk but if an incident is submitted by someone > outside > 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 > (OK - a lot). Your help, as always, is greatly appreciated. > > > On Thu, 4 Dec 2008 17:19:11 -0500, Jase Brandon <[EMAIL PROTECTED]> > 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 > submit. >>> The submitter mode is set to "Changeable" and has been since > inception. > We >>> are/were planning on going live tomorrow morning and this stupid > issue > just >>> popped up. I'm at my wits end as I absolutely can't see what's > causing > 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 > 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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If you received > this in error, please contact the sender and delete the material from any > computer. This message cannot be guaranteed to be secure or error-free. > > First Republic Bank and its related entities do not take responsibility > for, or accept time-sensitive instructions sent by email including orders, > funds transfer instructions or stop payments on checks. All instructions > of this nature must be handled by direct communication, not email. > > We reserve the right to monitor and review the content of all email > communications sent or received. Emails sent to or from this address may > be stored in accordance with regulatory requirements. > > First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > ----- Lisa D -- View this message in context: http://www.nabble.com/Permissions-Issues---URGENT-HELP-NEEDED-tp20827763p20957418.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
