If a user in the Service Managers group sends an e-mail to ServiceDesk, that user is being denied permissions on the EM ticket
Last Updated October 31, 2013
When a user sends an e-mail to be processed by email monitoring and is classified as an EM ticket, if the user is a member of Service Managers they are being given a Deny permission for Can Edit and Can Administrate. This happens despite the Service Managers group being granted Can Edit and Can Administrate. The deny permission (that always is given to the submitter) is preventing the submitter who is a service manager from administrating the ticket.
There is a problem with how the SD.Email.InboundManagement Workflow handles setting up the permissions.
To resolve this issue, we will be making a small modification to the SD.Email.InboundManagement Workflow. Open the Workflow in Workflow Manager and follow the steps below.
From the Primary Model, open the Setup Process Dialog Model.
Scroll right and add an Embedded Rule Model component to the Workflow after the Get User Info component. Rename the component to "Is User a Service Manager?" Inside the component we need to define the possible outputs. Copy the End component within the model, and configure the end components to be labelled "Service Manager User" and "Not Service Manager User". Your component should look like this:
Inside the Is User a Service Manager? Embedded Model component, add a Get User Groups By User Email component with the following configuration: Inputs tab: UserEmail: [User.ReferenceName] Outputs tab: Result: UserGroups Note: UserGroups is a new variable and you will need to type it.
Next, add an Item Is In Collection component with the following configuration: Data Type: Text Array Variable Name: UserGroups[*].GroupName Item: [[ProfileProperties].service_des_settings_group_service_managers]
Connect the true line to the Service Manager User End component.
Connect the false line to the Not Service Manager User End component. Your embedded model should look like this:
Save and Publish the project.
Users who send e-mails to ServiceDesk that are members of your Service Managers group should no longer have Deny permissions on EM Tickets.
Imported Document ID: TECH212099
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