Prevent Unauthorized Changes to Incident History
I was recently asked to figure out how to prevent workers from changing the contents of an incident's history and it turns out this is easier than you might think.
First of all, unless you have already done so, you should follow the customization guidelines as described in the Helpdesk documentation to utilize a customized WorkItemView.ascx template. Once that is done simply search for this line...
[aw:HyperLink ID="imgEditComment" RunAt="server" Command="editItemComment" ImageUrl="icnEdit" ToolTip="sidTipEditComment" Wrap="False"]
...in your custom WorkItemView template and change it to....
[aw:HyperLink ID="imgEditComment" RunAt="server" Command="editItemComment" ImageUrl="icnEdit" ToolTip="sidTipEditComment" Wrap="False" privileges="privAdminister"]
Note: due to the formatting of this forum I changed the < and > characters to [ and ] respectively. Keep that in mind when searching the file.
By adding privileges="privAdminister" you will ensure that only workers with the "Administer Incidents" right will be able to change the history of an incident.
Very Helpful
This can be priceless when you find people going back and changing the history to cover mistakes or misused time.
Requiring updates rather than modifications to history helps to keep people honest.
Another Advantage
Another advantage of limiting the comment editing ability comes into play with SOX compliance. We routinely accept email approvals for purchase requests, network account requests and financial application access requests. The inability of rank-and-file Helpdesk workers to edit those comments makes our SOX auditors happy.
Incredible, is the first
Incredible, is the first time that I read about SOX auditors happy !
You are very lucky.
regards
Very Good
This solution is very good, my customers your questions by doesn't modified history.
I'm resolved later this problem with remove line in the files workitemedit.ascx and myhdconsole.ascx
However, is requiered modified by administrator or workers level 2.
Now is very fast and not required modified consoles from all workers and users
Octavio Rodriguez
IT Consultant
IT Consultant
Altiris Certified Engineer
Already included?
Looks like this feature is already included in the latest version of Helpdesk Solution.
www.thesystemsengineer.com
www.thesystemsengineer.com
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