Users who are members of Service Manager group are unable to reassign incident once it is assigned to a specific user
Last Updated August 26, 2011
When user belongs to groups like Support I, Support II and Service Managers, he cannot reassign incidents any more, once the incident is assigned to a specific user and not to a group.
Support I group has permissions for the incident "Can Administrate" denied and it overrides permissions of the other group.
There are two types of workaround for this scenario:
1. The user has to be removed from the Support I group and then he will be able to reassign incidents that were assigned to a specific user.
2. Requires modifications in the SD.IncidentManagement workflow. a. In the Incident Management project go to Primary Model and then to Setup Process embedded model component b. Double-click Add Process Permissions component before the AddPermissionToDocumentCategorySupportI component. c. In the Permissions line click Edit and set "Can Administrate" permission to "inherit all" d. Click Ok until back in the Primary Model. e. Go to CreateIncidentSimple model and double-click Setup Process component f. Scroll down to the end and in Permissions configuration highlight Support I, then click Edit g. Set "Can Administrate" permissions to "Inherit all" and click OK until back to the CreateIncidentSimple model h. Go to CreateIncidentAdvanced and double-click Setup Process embedded model, repeat steps as in b - c, click Ok until back in the CreateIncidentAdvanced model.
Publish the workflow, restart IIS and server extensions. Now user who belongs to groups Support I, Support II and Service Managers at the same time will be able to reassign incidents once they are assigned to a specific user.
ServiceDesk 7.1, ServiceDesk 7.1 SP1
Imported Document ID: TECH168023
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