Employee interface allows to create Requests. How to enable the ability to create Incidents via the Employee interface?
Article ID: 18502
CA IT Asset ManagerCA Software Asset Manager (CA SAM)ASSET PORTFOLIO MGMT- SERVERSUPPORT AUTOMATION- SERVERCA Service Desk Manager - Unified Self ServiceKNOWLEDGE TOOLSCA Service Management - Asset Portfolio ManagementCA Service Management - Service Desk Manager
Customer logged into Service Desk using an employee interface and cannot open an incident. The only option is to create requests.
Please follow these steps:
Login with an Administrator userid.
Go to "Administration" tab.
Options Manager -> Request Mgr
Select the option "employee_intf_incident_support" and change the value from "Request Only" to "Both Incident and Request [IncidentandRequest]".