ServiceDesk reports permissions are not applied to any reports or report categories.

Products

• ServiceDesk

Issue/Introduction

There are reports permissions for ServiceDesk:

• ServiceDesk.Reports.Edit
• ServiceDesk.Reports.Run.Change
• ServiceDesk.Reports.Run.Incident
• ServiceDesk.Reports.Run.Problem

Logically, these should give permissions to edit the reports for the first one and view reports in the specific category for the last three. This is not the case.

Cause

These permissions are not properly added to any reports or report categories out-of-box.

Environment

ServiceDesk 7.6
ServiceDesk 8.0
ServiceDesk 8.1

Resolution

The issue has been reported to Engineering and will be amended in a future version of ServiceDesk. Until then, permissions can be set up on appropriate reports categories manually:

For ServiceDesk.Reports.Edit, the process would look like this:

1. Log into Process Manager Portal with an administrator.
2. Reports > Incident Management
3. Click the lightning bolt icon at the top right (the one in the category line, in this case next to Incident Management) and 'Permissions'
4. Click 'Add New Permission'
5. From dropdown select 'Permission', click 'Pick'. Find 'ServiceDesk.Reports.Edit' in the list and click 'Select' next to it.
6. Set 'Can edit reports in category' to 'Allow' and leave the rest to 'Inherit'
7. Click 'Add' at the bottom of the section.

Now users or groups with ServiceDesk.Reports.Edit permission have Edit permissions for all Reports in this category. The same process should be repeated for Change Management and Problem Management.

For the run permissions, similarly:

1. Log into Process Manager Portal with an administrator.
2. Reports > Incident Management
3. Click the lightning bolt icon at the top right (the one in the category line, in this case next to Incident Management) and 'Permissions'
4. Click 'Add New Permission'
5. From dropdown select 'Permission', click 'Pick'. Find 'ServiceDesk.Reports.Run.Incident' in the list and click 'Select' next to it.
6. Set 'Can view reports in category' to 'Allow' and leave the rest to 'Inherit'
7. Click 'Add' at the bottom of the section.

Repeat the same steps for Change Management category and ServiceDesk.Reports.Run.Change permission.
Repeat the same steps for Problem Management category and ServiceDesk.Reports.Run.Problem permission.