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Work Tasks Assigned to Others - Open 

Jul 12, 2011 12:05 PM

This is a configuration that lets any User work other people's Tickets. I call it "Work Tasks Assigned to Others - Open".

Download the attached PDF and follow along.

David Martinez
Sr Software / Systems Engineer
NRG Energy, Inc.

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Allow All IT Users to work other Technicians Tickets.pdf   627 KB   1 version
Uploaded - Feb 25, 2020

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Aug 06, 2011 02:30 PM

You are right, the 'Others Actions' are enabled by Can Administrate permission on the incident. The steps also work just fine.

However, in essence, what you need is an additional permission on the incident for users that need to do those actions. I would recommend doing this via permission instead of group. You could create a new permission (i.e. CanAdminAllIncidents), copy what ServiceDesk.CanViewAllIncidents permission is doing (similar changes in the workflow as you suggested, but for a permission not a group).

Then you could give the newly created permission to any group you need :)

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