Service Desk Practitioners Forum
cancel

Limit Priority based on role/workgroup

SOLVED
Go to solution
Highlighted
danbiscuit
Trusted Contributor.

Limit Priority based on role/workgroup

We are using SD 4.5 SP 9.

We would like to limit the Priority so that only the Service Desk (role/Workgroup) can create P1 and P2 incidents (as well as the lower priorities), and all other users of the incident module can only create P3, P4 and P5.

There doesn’t seem to be any reference to the workgroup or the role of the person currently working on the call? Has anyone else done this? Or know of how I can go about this?

Thanks,

Dan Spada.
3 REPLIES
Jonathon Druce
Acclaimed Contributor.
Solution

Re: Limit Priority based on role/workgroup

One possible way to do it is to use a series of custom fields and UI rules. On the person record activate a custom boolean field called "P1 and P2 access". Se this to tru for the Service Desk people. Activate a custom person field on the Service Call and call it current person. Create one UI rule that says when an item is opened set current person(field) to current person(function). Have a second UI rule that fires when a value changes with the criteria when current person (field) is anything and has changed and current person "P1 and P2 access" is No or Null then limit the values available in priority.

Bit of a pain and will not work with Service Pages.
George M. Meneg
Acclaimed Contributor.

Re: Limit Priority based on role/workgroup

Hello Dan,

If you can upgrade to SP17, this could be accomplished with just one ui rule, thank to generic relations. Have in mind that "priority" is global code, so at least using generic relations the limit to priority will affect all items and not only incidents.
menes fhtagn
danbiscuit
Trusted Contributor.

Re: Limit Priority based on role/workgroup

Unfortunately a service pack upgrade is out of the question right now :(

I'll try your suggestion, John..