Employee interface allows to create Requests. How to enable the ability to create Incidents via the Employee interface?

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Article ID: 18502

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Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER 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

Description:

Customer logged into Service Desk using an employee interface and cannot open an incident. The only option is to create requests.

Solution:

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]".
  • Restart the Service Desk service.


Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component:

Resolution

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