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Process Actions for Contacts

Created: 11 Aug 2014 | 8 comments

Is there any way to limit an end user that is using the "Basic" Incident Management page to view their IM ticket to have visibility to only some items in the Process Actions web part but not others? Please see the example below:

180px_TasksAndActions.png

I tried by editing the Procss Type Actions and setting visibility of these with the "Is Contact Action" checkbox but that makes no difference.

Thanks for any ideas on this one!

Operating Systems:

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africo's picture

I was able to remove the link to "Search Technet" in my environment by unchecking the "Is Edit Action" property.  The permissions seem to correspond with the permissions noted here:

2014-08-12_0-31-10.png

So, check the permissions for the group you're trying to scope, and use the corresponding checkbox in the process type configuration.

matzebru's picture

I found the cause of this is when the option "Only Valid when process is active" is checked, it seems to ignore which permissions are checked and it will always show that Process Action. You can even have all the permission options unchecked and only have the "Only Valid when process is active" checked and it will still show the Process Action to all permission levels, unless the Incident is Closed of course.

For example, these are the Process actions showing for an end-user who should only have the View permissions, as shown in the Process Permissions web part, when viewing their IM ticket:

TasksAndActions_0.png

The four items outlined in red have their Process Actions setup just like the following:

EditAction.png

Do you think this is a bug or do I not have something setup correctly inside the configuration of the Process Actions webpart?

I know the default "SD Incident View (Basic)" process view page has the "Show Process Type Actions" option unchecked inside the Process Actions webpart so maybe this is the reason they did that?

 

- Bruce

 *** If a forum post solves your problem, please flag it as a solution. If you like an article or forum post, vote it up. ***

africo's picture

Agreed - i was able to replicate the behavior you've detailed.  This may be a bug.  I'll run it up the ol' flagpole.

-andrew

matzebru's picture

Thanks for confirming my suspicions Andrew! Please let me know if you find anything out.

- Bruce

 *** If a forum post solves your problem, please flag it as a solution. If you like an article or forum post, vote it up. ***

africo's picture

Bruce - It was indicated to me that this does look like a defect.  If you're able, open a defect ticket on it with support to confirm, and hopefully, once confirmed, it can get pushed to the developers and a fix can be put in place.

In the meantime, you can open the process type workflow you want to restrict (if you have access to it) and do a group check there.  If the group check evaluates the user as not authorized, you can lead the user to a page that says as much.

-andrew

matzebru's picture

I submitted a ticket on this to Symantec Support and I'll update this post once I find a solution. Thanks again for the support Andrew.

- Bruce

 *** If a forum post solves your problem, please flag it as a solution. If you like an article or forum post, vote it up. ***

matzebru's picture

I received the following reply from Symantec Support:

I have reproduced this issue and discussed it with backline. We agree that this is a bug and it will be etracked to be addressed in the next release. Until we have a chance to address this the workaround would be to control access to the process actions through permissions. Please reply if you have any questions about that, if I can help you further or if I can archive this case for now. Have a good day.
 

- Bruce

 *** If a forum post solves your problem, please flag it as a solution. If you like an article or forum post, vote it up. ***

africo's picture

Good to know Bruce.  Glad that has been at least put into the works.