Need to create a custom role to allow full access to Incidents.

Matthew20
Tera Contributor

‎01-04-2023 07:22 AM

Hello,

 

I am attempting to create a custom role called "Incidents_all" to allow select users full access(except ability to delete a record) to Incidents. We are trying to break full ITIL access down in duty specific roles to control access. I created the role and the Read,Write,Create(no delete) ACL's but I have run into 2 problems. 

  1. The test user its applied to is stuck in a basic view of the form for existing records. I would prefer the default view that an ITIL user would have. Also when creating a new record they are seeing the catalog style view instead of the backend view of the full form, again like an ITIL user would.
  2. Some of the fields on the form are locked such as the caller, state, impact, short description, related tabs, etc.

Can any help with this issue? Thanks in advance! 

0 Helpfuls
  • 1,071 Views
2 REPLIES 2

Uncle Rob
Kilo Patron

‎01-04-2023 07:41 AM

When you say "Duty Specific" do you mean that you want certain people who would otherwise be ITIL *JUST* have access to Incident instead of the rest?  If so, there's OOB features for that.


 

0 Helpfuls

Matthew20
Tera Contributor
In response to Uncle Rob

‎01-09-2023 10:59 AM

Thank you, I had not come across this yet. But, what about create access? This seems like it only provides read/write but the request im working on requires the user be able to create a incident as well. Also, It looks like this requires a subscription. Do you have a recommendation for if leadership doesnt want to approve the plugin due to cost?

0 Helpfuls