How to add permissions to the process view of a ServiceDesk ticket


Article ID: 180036


Updated On:






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

    Consulting Services 

How to Change Process View PermissionsCustom 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. A minor 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:

    a. 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 1b, otherwise, skip to step 3.

    b. 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 1a 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. Two similar areas need to be changed, one is in the Primary model, the other in the CreateIncidentAdvanced model.
  4. In the Primary model, locate and edit the Setup Process component, which is near the top.
  5. The out of box groups are listed and what their permissions are. For example, edit the Add Process Permissions component for the GetGroupByBName - Support 1 line.
  6. Click on the Edit button for Permissions.
  7. Notice that Support I, out of the box, cannot "Can Administrate" a ticket. In other words, a Support I technician would not be able to see or use Work Tasks Assigned To Others in a ticket assigned to another Support I technician. To change this, click on Can Administrate then click on the OK button.
  8. Click on the OK button of the Add Process Permissions Editor window.
  9. For any other out of box groups, edit their Add Process Permissions as needed.
  10. for custom groups, a new line of components must be copied and pasted into the workflow. Each "line" is for each out of box group. Copy and paste a new line of these components, making sure that the workflow process goes from the AddPermissionToDocumentCategory from the previous "line" goes to the new line's GetGroupByName - <name>, etc. See 
  11. Click on the OK button of the Edit Embedded Decision Model window.
  12. Perform the same process for the CreateIncidentAdvanced model's Setup Process component as was followed in steps 4 through 11.
  13. Click on the File menu > Save.
  14. Click on the File menu > Publish Project > Publish Application to Server.
  15. On the Publish Project window, click on the checkbox for the name of the server to publish to.
  16. Click on the OK button.
  17. Click on the next two No buttons.
  18. Click on the Windows Start button > Run.
  19. Type iisreset in the Open field.
  20. Click on the OK button.
  21. 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 > Altiris > Workflow Designer > Tools > Task Tray Tool to load it first.

Note: The minimum rights a user needs to have "Can Administer" rights for a process view for a ticket is being at least the Service Managers default out of box groups. This can be a workaround if a user is needed to have these rights, but not full administrative rights, if a custom group is determined to not be needed.