Service Desk Practitioners Forum
cancel

Change the Role of Helpdesk in HP Openview ServiceDesk 4.5 SP17

SOLVED
Go to solution
Highlighted
Roman Peralta
Super Contributor.

Change the Role of Helpdesk in HP Openview ServiceDesk 4.5 SP17

I want a new role same that the role of helpdesk, but with the only exception that only can create a new Service Call and can't modify later any field
4 REPLIES
The Pike
Acclaimed Contributor.
Solution

Re: Change the Role of Helpdesk in HP Openview ServiceDesk 4.5 SP17

You mean they should have access to a set of fields during creation but once they have saved the Service Call, they can't modify anything?

The Pike
Roman Peralta
Super Contributor.

Re: Change the Role of Helpdesk in HP Openview ServiceDesk 4.5 SP17

Yes, It's that I want
The Pike
Acclaimed Contributor.

Re: Change the Role of Helpdesk in HP Openview ServiceDesk 4.5 SP17

You can use either Status or Folder Entitlement to accomplish this. Users will be permitted to create new items and access all fields (or at least the ones that the current helpdesk role allows), but once the Service Call is set to a certain Folder or Status code, Service Calls will be read-only (depending on what you set up, of course).

Have a look at Chapter 2 (Accounts Administration) in the Administrator's Guide for details.

Hope this helps.
Points are welcome.

The Pike
Roman Peralta
Super Contributor.

Re: Change the Role of Helpdesk in HP Openview ServiceDesk 4.5 SP17

This help to resolve my problem, thanks