Helpdesk Tickets

[Rao Ghanta]

Helpdesk Tickets

What kind of Access/Permissions will be granted to Helpdesk? Currently they will see the requests which are assigned to their queue. But they are responsible to see all the requisitions. How can we handle this? What is best practice?

[Ed Contini - newScale]

Several customers have taken this approach:

(1) Create a user-defined role -- perhaps name it "Helpdesk".

(2) Assign the role 1 capability: Perform Global Delivery Search

(3) Assign the Helpdesk staff as a Member of this role

This role will give its members access to ServiceManager with the ability to search for all tasks and requisitions in the system.

[Rao Ghanta]

Thank you. This will help.