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Only allow certain users the ability to add work orders

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John.Cook1980
Respected Contributor.

Only allow certain users the ability to add work orders

Hi,

Is it possible to limit the option of adding a work order to a service call to only certain Service Desk users?

I am a user of Service Desk 4.5 with SP 23

Thanks in advance
John
3 REPLIES
George M. Meneg
Acclaimed Contributor.
Solution

Re: Only allow certain users the ability to add work orders

Hello,

Yes, it is. Uncheck the "New" from the work orders from the roles that you don't want to be able to create work orders.

Then have a role that can create work orders. Add the accounts of the people you want to be able to create new workorders to this role and you are finished.

After the changes have been done a restart for the clients is required.
menes fhtagn
George M. Meneg
Acclaimed Contributor.

Re: Only allow certain users the ability to add work orders

Forgot to say: This way NO user (except the selected ones) will be able to create a new work order.

If you want to limit the option to add work orders ONLY from within service call it can also be done but it's more tricky.

You will need a custom boolean on persons, a custom person field on service calls a work order ui rule and a service call ui rule. Let's name the boolean "user is allowed to create wo" and let's call the custom person field "current user".

The work order rule will be like this:

After new item has been opened
where NOT (Service call is empty)
AND NOT (Service call;current user;user is allowed to create wo equals Yes)
Error Message (User Notification Message)

The Severity of Notification Message must be
"Error" or else user will be able to ignore it.

The service call ui rule should be like this:

After existing item has been opened
OR After new item has been opened
Set current user (Update Data) Cur. Person set to (Current person)


menes fhtagn
John.Cook1980
Respected Contributor.

Re: Only allow certain users the ability to add work orders

George,

Thanks this is exactly what I needed

John