Enabling Personalized Responses access to a given role

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

How can I set the option of "create personalized responses" to the analyst level 1 role?

Environment

Release : 17.3

Component : SDM - Classic UI

Resolution

Personalized Responses are provided in the native "Level 1 Analyst" role in Service Desk.  One must enable the "Reference" function access in the given role.  To do this, access SDM as an Administrator, locate the given Role and in the Role, there is the "Function Access" tab, which will contain the entry for "Reference".  Set this to a "Modify" setting which will enable the given role to have access to Personalized Responses.

Additional Information

The "Reference" Function Access also allows the given role access to objects for system reference data: Attribute Alias, Contact Type, Help Set, Product, Root Cause, etc.  Isolating the "Personalized Responses" component away from the "Reference" Function Access is not supported.