Restrict access to creation of new incidents?
kpjernigan
September 30th, 2008
Is there a way to restrict access on creation of tickets?
We are going to be adding a "Facilities" category, and they don't want "Joe Schmo" entering tickets for "I need a cubical partiton"
They would like these type of requests to come from a Management Level only.
Thank you,
-KJ
Filed under: Helpdesk Solution, Endpoint Management and Virtualization
Several options
You have several options and all have varying level of complexity.
You could use and AEXQUERY macro to evaluate whether a person is a manager assuming you have that information in your AMS system with 'reports to.'
You could also write a validation rule that only allows certain people to save with a specific category, but this can be troublesome if the list of managers is large.
You could also add a boolean field to the contact record to denote if someone is a manager in helpdesk and set up validation on that field.
Any route you take will involve a bit of work to get you where you need to be.
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