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Process Type Action (for example, Edit Incident in ServiceDesk) configured with multiple permissions options do not show to users with individual permissions.

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Article ID: 162733

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Updated On:

Products

Workflow Solution ServiceDesk

Issue/Introduction

Process Type Action configured with multiple permissions options ('Is Edit Action' and 'Is Admin Action') do not show to users with individual permissions - i.e. user with 'Can Edit' permission on the process does not get the process action shown.

This issue effectively prevents ServiceDesk 7.6 Process Type Actions to be shown to some users. Perhaps most notably, 'Edit Incident' Process Type Action on Incident to be shown for Technicians.

Cause

If multiple permissions options are checked (for example, 'Is Edit Action' and 'Is Admin Action') it should be displayed if user has either of the checked permissions on the process - Edit OR Admin. The actual functionality checks for user having all checked permissions on the process - Edit AND Admin.

Same problem occurs with other combinations.

Resolution

THis issue has been fixed in Workflow/ServiceDesk 8.0 and newer.

Workaround:

Make sure Process Type Action only has one permissions filter option - 'Is View Action', 'Is Edit Action' or 'Is Admin Action' - configured and not several at the same time. This only applies to permissions filter options and not the other settings.

In order to fix the 'Edit incident' Process Type Action issue in ServiceDesk 7.6, log into portal with administrator user:

  1. Navigate to Admin > Data > Process Type Actions > Incident Management > Action Name: Edit Incident
  2. Click on the lightning bolt icon at the right and select Edit Action
  3. Uncheck 'Is Admin Action' and click Save

This will change the Process Type Action only to check for the user having 'Can Edit' permission on the Incident. ServiceDesk grants permissions gradually, when 'Can Admin' permission is granted to user or group, it already has 'Can Edit' permission.

The same problem occurs and the same change should be made to the following ServiceDesk 7.6 Process Type Actions:

  • Incident Management > Action Name: Edit Incident
  • Incident Management > Action Name: Manage Related Configuration Items
  • Incident Management > Action Name: Reopen Incident
  • Incident Management > Action Name: Search Knowledge Base
  • Incident Management > Action Name: Create Bulletin Board Entry
  • Incident Management > Action Name: Submit KB
  • Change Management > Action Name: Edit Change Plan
  • Change Management > Action Name: Manage Related Configuration Items
  • Change Management > Action Name: Related Processes
  • Change Management > Action Name: Add Bulletin Board Entry