And I will venture on to say that I understand that there are some application Role dynamics in play here. Not allowing a DIFFERENT user to make mods to a ticket that's not theirs or where they are not a member of the assignee/owner group is completely understandable. But I am still confused on the business logic behind not allowing a user to update their own ticket beyond work info entries (which of course is really a separate submit).
tp From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Timothy Powell Sent: Friday, November 30, 2012 12:07 PM To: [email protected] Subject: Incident Submitter and License terms - Dear BMC have you mislead us? ** I did a search of this year's listings before I asked this question, so I apologize if I missed a thread and am dragging up an old subject. I did see some similar discussions, but nothing specific to this. BMC/Remedy has always promoted the fact that if the server was set to Submitter Mode-Locked (SML) that any user could submit and modify their own records (where $USER$ = Submitter Field ID 2). In ITSM 7.6.04, that level of permission equates to Incident Submitter. So I have a user that is set up as Incident Submitter with a Read license attached to that role and a Read AR license. The user can submit tickets BUT cannot modify their own incident tickets (where $USER$ = Submitter Field ID 2). There is actually workflow in place to prevent this. In order for them to modify their own record, I have to bump that user up to Incident User level, which then requires a Fixed or Floating license. So my question is: Is that not in conflict with one of the major sales arguments BMC made to our organizations, that being our users could submit and modify their own records without a Fixed or Floating license? Tim Powell _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
