Many menu items are controlled by the functional access settings associated with a role. Typically altering functional access may change the ability to view or not view certain menu items. The "Preferences" menu item does not appear to be dictated by this though.
Is there a function access controlling the Preference from displaying in the menu in a role, or is it something else?
Service Desk Manager 17.x
All Supported Operating Systems
The menu items that display are not solely dictated by the Function Access assigned to the Role but also from the value specified in the "Web Initial Form".
Out of box, most roles use the same form menu_frames_role.htmpl. If there is a specific role that is either missing the Preferences, or if you would like to purposely remove the Preferences option from a role, the "Web Initial Form" field should be reviewed.
You can review this information by opening the specific Role, going to tab 1 "Additional Information" and accessing Sub-tab 3 "Web Interface". By default, the Web Initial Form should have menu_frames_role.htmpl.
This sample shows the role "Configuration Analyst" and their setting.
By default, the "menu_frames_role.htmpl" cannot be customized through Web Screen Painter.
If you wish to alter the form, our recommendation would be to make a copy of the original form, use a different name, and put it into the NX_ROOT\site\mods\www\htmpl\default directory.
The "Web Initial Form" field can then be altered to reference the new file. If you wish to revert to the original form just change "Web Initial Form" to the default value, menu_frames_role.htmpl.