ServiceDesk

The way I understand it, I can add my own groups and give them the same permissions as Support II, and my groups will have the same functionality as Support II.

I have done this very thing, but my groups do not have the same functionality.

What is needed to make this work?

Larry

What I mean is, the Support II Group has the ability to open and work any Incident/Task.

I am under the impression that by giving my groups the same permissions as the Support II Group then my groups will be able to open and work any Incident/Task also.

But this is not working that way.

Maybe I am confused about how this works.

Larry

Have you looked at the permissions of Support II and then looked at the permissions of a new group and verified that the permission sets are the same?

Yes, the permissions are identical.

The only way I have been able to make this work is to add the user to both groups, which does not seem right.

Does this function work in your environment?

I am wondering if something is broke on the server.

OK, I think I know what you are trying to do now. So, no, as far as I know, a user in one group doesn't have the permissions to see or work the tickets that belong to another group unless, as you've said, that user is in both groups. All users who belong to groups have a predefined set of permissions limiting or allowing them to perform certain tasks within ProcessManager but those permissions don't extend to permissions on allowing on group to see another groups incidents. 

Example:

When I copy the  permissions from Support II to NewGroup, NewGroup has the same rights inside of ServiceDesk meaning they see the same menus and can perform the same tasks as Support II but they still don't have the permissions to see or work Support II's processes (incidents, problems, etc.). Those permissions are set by allowing a worker to belong to more than one group.

I hope that clears things up just a bit.

Is the following TRUE: 

The Support II Group is able to open any Incident and work/resolve the incident regardless of who the incident, problem, etc. is assigned.

If the previous is TRUE then should the following be TRUE:

I add the Permissions from Support II to my Test Group, so my Test Group is able to do the same as Support II.

I am really new at this and am just trying to understand.  Thanks for your time.

Larry

Permissions to tickets are setup when the incident is created in the IM workflow. Unfortunately Application Property variables are not used and Support I and II groups are given explicit permissions. To change the permissions to a custom group you will need to modify the workflow - I believe there is a SymKB floating around that has these details - let me know if you can't find it.

Cheers.

I think this is the article that enigmatic was referring to:

http://www.symantec.com/docs/HOWTO38236

I found that and HOWTO31168 which is related to what I am doing.

Thanks for your assistance.

Larry