How to grant the ability to "New Incident" and "New Incident based on this document" options for a specific role in Service Desk Manager?

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Article ID: 16417

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

By some roles like Employee /L1 Analyst, have the ability to use the New Incident  or New Incident based on this document options on a Knowledge Document. This document explains how to expose this to other roles



How to grant the ability to "New Incident" and "New Incident based on this document"  options for a specific role in Service Desk Manager?

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component:

Resolution

1) Select the role in question by Service Desk Manager -> Administration -> Security and Role Management -> Role Management -> Role List

2) In the role detail page for the above role, select Knowledge Management tab

3) Make sure Open Issue/Request   and Open Issue/Request based on Document options are set to Yes

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4) Logoff, login again and retest if the options are available on the knowledge document now.

 

Attachments

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