Default view for non itil users

[#1]

I have a group that is not a part of IT that needs to use the system, enter incidents, etc. We want them to be able to behave as if they were IT, view other incidents in the system, and allow other groups to assign to them.

What I have done is created a group to put them in and a role for that group. I have given that role access to the service desk application and modules that allow them to view tasks assigned to them, assigned to their group, etc. The problem I am having is when I create a module that will allow them to enter a new incident record, they get the ess view and not the default view that I want them to have. I have checked the module and it does not have a view associated with it, although I tried to create a view for them that is a copy of the default view but that didn't work... it just defaulted back to ess view.

I think I saw an article somewhere that will allow me to assign tickets to them, but how do I change the views away from the ess view for non itil users without giving them the itil role?

[#2]

john.roberts;1838

I have found the security for the impact and urgency fields and "fixed" it where it will allow me to edit them, but for the life of me I can't figure out why the Opened_at field will not show on the default view for this role.

As for why this group cannot have the itil role... the decision makers want to restrict all other applications in the system while still allowing that group to view other incidents in the system. This was the only way I could think of doing it.

Is there a better way that I didn't think of?

[john_roberts]

Does the field show up if an admin uses that view? If so then it's probably still security related. Also make sure there are no clients scripts or UI Policies hiding the field.

[#4]

john.roberts;1840

You are right, but when I say I can't edit the field then it is while I am impersonating someone from that group.

Ok, so now when I am logged in as one of the users in that group I can create a ticket, see it in a list, assign a ticket to that group and an individual in that group, but when i pick it from that list, it can't see it. It gives me an error message... Record not found

[john_roberts]

There's are two security rules on incident.*
One is to grant access to itil role.
The other grants access if you are the caller or openedby, or if the record is new. This is why they can create incidents, but cannot see others that they did not create. Try adding the new role to the security rule with the itil role allowed.

[#6]

john.roberts;1845

did this...

no workie...