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after upgrading to 7.6 Support Users can no longer edit tickets

  • 1.  after upgrading to 7.6 Support Users can no longer edit tickets

    Posted Sep 01, 2015 04:02 PM

    What the subject says.  I have completely blanked all permissions for a test user.  Threw him in the built in support group folder and still no luck.  The naming of the permissions seems to have changed or I'm imagining things.  Can anyone help with this.



  • 2.  RE: after upgrading to 7.6 Support Users can no longer edit tickets
    Best Answer

    Posted Sep 10, 2015 09:28 AM

    Not sure if it's the same issue you are seeing, but when I upgraded to 7.6, I found that process type actions have changed the way they interact with permissions. Specifically, I found that the check boxes for actions, including the default actions like edit incident, as now additive. That is to say that if the edit incident action has 'is edit action' and 'is admin action' both checked, then the user must have edit and admin permissions on the incident before that 'edit incident' link will appear. In 7.5 in the same scenario, a user would have only needed one or the other of those permissions, not both.

    In case you are wondering, no, I could not find any documentation of this change in the release notes.