ServiceDesk

I have a installation of 7.5 which has change, problem as well as incident installed.

However initially I don't want the normal everyday technicians to be able to see or access any of the problem and change elements - links, reports, parts in various portal pages etc.

However despite having removed things like permission to run problem reports, ability to create change requests and problem requests from the group they belong to these users are stil able to access and run problem and change reports, see and call up the problem and change request creation pages in the portal and process pages. still have the problem and change management staus reports in the technician pages etc.

I cannot see how to 'hide' these or why these capablities are there if permission has been denied to them.

Anyone got any thoughts?

Cheers

Steve

Add to this the add comment for these users only offers public, and not public and private as I would like, whereas the admin users see public/private and admin...

Can't see where this is configured?

From the limited testing I've done, to add private comments to a ticket, they need to have the Can Administrate right to the ticket.  You can set this up by using an automation rule to do so.  Also this should help explain the different comment types:

https://www-secure.symantec.com/connect/articles/process-view-comments-servicedesk-some-helpful-information

Regarding the Change and Problem options.  I don't think this can be removed.  I'm in the same boat and have raised concerns over this with support.  I'm going to put in a case with them today and ask about this since I'd like to disable this as well.  I'll post back later.

After working with support, they are going to put in a request for development to change the verification model of the Change and Problem Tools options.  As of right now there is no good way to remove these from each ticket.