if there any way we can set in L2 role can visible incident and request but they are not able to work on that incident and request using L2 role.
Release : 17.1
Component : SERVICE DESK MANAGER
You can change the function access of Incident/Problem/Request from 'Modify' to 'View' for Level 2 Analyst role. It would have read only in Request and Incident. The Edit button on the Request or Incident detail page would remove.
Follow below steps to change function access for Level 2 Analyst role.
1)When you are Administrator role in Service Desk Manager Web UI, click 'Administration' tab >Security and Role Management >Role Management >Role List.
2)Click 'Level 2 Analyst'.
3)Click FUNCTION ACCESS tab on the Level 2 Analyst Role Detail page.
4)Scroll down look for Incident/Problem/Request (call_mgr) row. The current access level should be 'Modify'.
4a)Click the value 'Modify' on Incident/Problem/Request.
4b)Click the 'Edit in List' button.
4c)Change to 'View' in the Access Level drop down.
4d)Click Save button. After get the message AHD04600: 1 record(s) updated successfully.
Set your role to Level 2 Analyst in SDM web UI.
Verify the Edit button from the Request and Incident detail page.