Have you tried setting up an Incident Owner assignment record that defaults ownership of ALL incidents to your HD group? I'm assuming you've got them configured as a Help Desk group also, right?
-- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Muhlethaler, Laurie Sent: Wednesday, December 10, 2008 6:41 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 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. 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 >> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >> html___ > >_______________________________________________________________________ ____ ____ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > ------------------------------------------------------------------------ -- 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. 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
