ServiceDesk

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?

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

That did it thank you.