Having a similar issue in 7.1. When system was originally built they enabled multi-tenancy and all the support groups wanted access to move all the tickets. Then they complain that their own data needs to be private. :s
Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: [email protected] http://uts.fiu.edu -----Original Message----- From: remedy lee [mailto:[email protected]] Sent: Tuesday, June 15, 2010 10:51 PM Subject: Re: Allow support staff to edit all Incident Tickets You don't need to create a filter for that workflow. You can set the assignment configuration to set Incident Owner as Help Desk for all tickets. On Jun 15, 6:37 pm, "Martinez, Marcelo A" <[email protected]> wrote: > I was recently working on something similar (ITSM 7.0.03). In my org, the > help desk is the only support group which can re-assign and update anyone > else's tickets. We do not allow every support group to edit every ticket; > they can view all tickets but not edit them. > I have not given the help desk incident master permission either; what I did > was create a filter which sets the help desk as the incident owner when the > ticket is submitted (the owner fields are hidden). > The reason I don't grant the help desk incident master permission is because > I do not want them to have the ability to delete incident records. > > I am not sure if the owner fields are still there in 7.5... > > Marcelo > > > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Tricia > Sent: Tuesday, June 15, 2010 4:30 PM > To: [email protected] > Subject: Allow support staff to edit all Incident Tickets > > Hi Everyone, > > We have rolled out Remedy ITSM 7.5 to the users in April. We are now > doing follow-up feedback to see what the users like and dislike. One > constant is they want to be able to update and transfer Incident > tickets no matter what queue it is in. For example if the Service Desk > has a ticket assigned to them but Tier 2 has an update, Tier 2 can > update the ticket directly. Very similar to the way they worked in > 6.3. Can anyone help me accomplish this without giving everyone > Incident Master permissions? > > Thanks, > > Tricia > > ______________________________________________________________________ > _____ ____ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > attend wwrug10www.wwrug.comARSlist: "Where the Answers Are" > > ______________________________________________________________________ > _____ ____ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > attend wwrug10www.wwrug.comARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
