How to add permissions for custom groups to view and edit ServiceDesk incidents

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Article ID: 156920

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Updated On:

Products

ServiceDesk

Issue/Introduction

Custom groups do not have permission to do the following to a incident.

View a ticket, View the ticket history, Add a comment to a ticket or "Work Task Assigned to Others"

Cause

Custom groups (unlike out of box groups) are not assigned permissions to incidents when an incident is created.

Resolution

Important - please read the following before continuing

•The instructions in this article involve customizing ServiceDesk Workflow projects using Workflow Designer. It is strongly recommended that customization of Workflow projects only be undertaken by Workflow or ServiceDesk administrators who are experienced with creating, modifying, and publishing Workflow projects.

•It is strongly recommended that the instructions in this article are first implemented and tested on a development or test installation of ServiceDesk. This will help ensure that the customization works as the user intends it to before introducing the changes to a production environment.

•Any and all instructions for customizing ServiceDesk are provided "AS-IS". Symantec Technical Support is generally unable to assist in implementing customizations or in troubleshooting any issues that arise as a result of implementing customizations. Symantec Technical Support is also unable to assist the customer in learning how to customize ServiceDesk. This level of support is provided by Consulting Services. For additional information on this, please refer to the following articles:

Symantec Global Enterprise Support Services Support Policy for Symantec Workflow Solution / Symantec

ServiceDesk
http://www.symantec.com/business/support/index?page=content&id=HOWTO8714

Consulting Services
http://www.symantec.com/business/services/category.jsp?pcid=consulting_services

How to Change Process View Permissions so that a custom group can view and edit them.

Custom groups may not have the correct permissions to use commands in the process view of a ServiceDesk ticket, such as Work Task Assigned to Others to view ticket history or to Add Comment. A customization of the SD.IncidentManagement project is needed to accomplish this.

  1. Open Workflow Designer by clicking on the Windows Start button > All Programs > Altiris > Workflow Designer > Workflow Designer.

  2. Open SD.IncidentManagement:
    2a. On the Local Projects tab, locate the Type: Workflow category. If this exists, expand it and locate SD.IncidentManagement. If this exists, click on it and then click on the Open button. If SD.IncidentManagement is not listed, continue with step 2b, otherwise, skip to step 3.
    2b. Click on the File menu > Open Project. Locate and select SD.IncidentManagement and then click on the Open button. On the Unpackage Project window, ensure that the Name does not include numbers at the end, such as SD.IncidentManagement0. If so, then this project has been opened previously. Go back to Step 2a to re-open the existing project. Otherwise, click on the OK button if the name does not include numbering at the end. On the Custom Library Conflicts window, uncheck any library file if it is checked, then click on the OK button.

  3. Create the new group. Be sure to copy the permissions from an existing out of box group such as Support I, II or Service Administrator then add the new group to the ServiceDesk application properties.

    To create and add a new group to the application properties:
    3a. Create the new group from Admin > Users > List Groups.
    Note: copy the needed permissions from Support or Service Managers.
    Note: in these instructions Service Managers will be assumed.
    3b. From the Admin tab, go to Data > Application Properties.
    3c.
    Click on the Actions button (orange lightning bolt) for ServiceDeskSettings and
    3d.
    select Edit Profile Definition.
    3e. Click on Next.
    3f. Scroll down and click on Add Definition Value.
    3g. In the Name field, enter the name of the new group. For example,“GroupSupportIII.”
    3h. Enter “User Groups” as the category.
    3i. Leave the data type as text. In the Default Value field, enter “SD.IncidentManagement.”
    3j. Click on Save then Finish.
    3k. Click on ServiceDeskSettings.
    3l. Click on the Actions button and click Edit Values.
    3m. Scroll down to the User groups section and change SD.IncidentManagement to the new group name.
    3n. Scroll to the bottom and click Save.

  4. Do an IISreset from Start > Run and restart the Symantec Workflow Server service.
    Note: all ProcessManager and Workflow windows need to be closed on the Workflow and client system.
    4a. Click on the Windows Start button > Run > type iisreset in the Open field and click OK button.
    4b.
    Right click on the Task Tray Application >  Reset Server Extensions.
    Note: If the Task Tray Application is not running, click on the Windows Start button > All Programs > Symantec > Workflow Designer > Tools > Task Tray Tool to load it first.

  5. Open SD.IncidentManagement in Workflow Manager.
    Note: Two similar areas need to be changed in the SD.IncidentManagement project, one is in the Primary model, the other in the CreateIncidentAdvanced model.
    5a. In the Primary model, locate and edit the Setup Process component, which is near the top.
    5b. Click and drag a select box around that first three lines of components. Once everything above the GetGroupByName – Service Managers is selected hold down the alt key and use the up arrow to move the selected components up enough to copy the Service Managers line between Support II and Service Managers line.
    5c. Delete the line between the AddPermissionToDocumentCategorySupport II and the GetGroupByName – Service Managers component.
    5d. Click and drag a select box around the entire Service Managers line. The copy and paste it into the gap you just created between the original Service Managers group and the Support II group.
    5e. Hover over the AddPermissionToDocumentCatagory component above the new groups line and drag a line to the new groups GetGroupByName component.
    5f. Hover over the new groups AddPermissionToDocumentCatagory component and drag a line to the next groups GetGroupByName component.
    5g. Edit the labels on the new groups AddPermissionToDocumentCatagory and GetGroupByName components to reflect the new group name.
    5h. Open the Exception triggers for and change them as necessary to point to the equivalent components on the line above the exception line. I.E. the exception triggers in the original Service Managers line still point to Support II which used to be above it. Use the dropdown to select the renamed equivalent component from the New group line that is now above it.
    5i. Edit the new groups GetGroupByName component then click on the ellipse for the Name: field.
    5j. Click Add, click Yes, search for and select the new group then click OK,
    5k. Select the previous group and click Remove then click OK three times to save and exit the embedded decision model.

     
  6. Repeat the above process in the CreateIncidentAdvanced model.
    6a. On the project screen find and click the Model: CreatIncidentAdvanced then locate and edit the Setup Process component, which is near the top.
    6b. Select everything from the Support II line and up and use alt+uparrow key to make space for a new line.
    6c. Delete the stretched line between the AddPermissionToDocumentCategory and the GetGroupByName – Service Managers component.
    6d. Click and drag a select box around the entire Service Managers line. The copy and paste it into the gap you just created between the original Service Managers group and the Support II group.
    6e. Hover over the AddPermissionToDocumentCatagory component above the new groups line and drag a line to the new groups GetGroupByName component.
    6f. Hover over the new groups AddPermissionToDocumentCatagory component and drag a line to the next groups GetGroupByName component.
    6g. Edit the label on the new groups GetGroupByName component to reflect the new group name.
    6h.  Edit the new groups GetGroupByName component then click on the ellipse for the Name: field.
    6i. Click Add, click Yes, search for and select the new group then click OK,
    6j. Select the previous group and click Remove then click OK three times to save and exit the embedded decision model.

     
  7. Save and republish the project.
    7a. Click on the File menu > Save.
    7b. Click on the File menu > Publish Project > Publish Application to Server.
    7c. On the Publish Project window, click on the checkbox for the name of the server to publish to.
    7d. Click on the OK button.
    7e. 
    Click on the next two No buttons.

     
  8. Do an IISreset from Start > Run and restart the Symantec Workflow Server service.
    Note: all ProcessManager and Workflow windows need to be closed on the Workflow and client system.
    8a. Click on the Windows Start button > Run > type iisreset in the Open field and click OK button.
    8b. Right click on the Task Tray Application >  Reset Server Extensions.
    Note: If the Task Tray Application is not running, click on the Windows Start button > All Programs > Symantec > Workflow Designer > Tools > Task Tray Tool to load it first.

 

 

 


Applies To

ServiceDesk 7.1 sp2