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Support I Permissions

Created: 14 Nov. 2012 • Updated: 15 Nov. 2012 | 2 comments
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When creating an incident in ServiceDesk (7.1 SP2) i am trying to adjust the Support I permissions. I want my Support I group to be able to admistrate all incidents, but i can't find a good way to do this. I created an automation rule for (any incidents -> grant ticket permission -> Support I Administrate), but there is something hardcoded in workflow that overrides that. I have found a few places where permissions are set, and i have changed them all, but it still denies administrate privileage to all incidents on support I. I also reset IIS after publishing my changes in workflow and no luck. Can someone tell me where in workflow to go?

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You need to change the permissions in the Setup Process components in the Model:CreateIncidentSimple and Model:CreateIncidentAdvanced. Click on the Model:CreateIncidentSimple on the list on the left hand side and double-click on the Setup Process component. There you will be able to see the permissons and set them.

Click on Model:CreateIncidentAdvance and click on the Setup Process embedded model

Double-click on the first Add Process Permissions and set the permissions there

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