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Service desk service pages

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Andrej_19
Collector

Service desk service pages

Hello.

I have a question regarding service pages

Can a person with service pages account, who has created call through service pages, change the status of a call from, for example, completed to closed ? This would be a sort of approval to the solution of the problem ?

I've tried to modify status access as show on the picture, but in service pages I'm only able to modify Description, category, etc. but not status of the call.

Any suggestions ?

Regards, Andrej
5 REPLIES
Saurabh Dubey
Honored Contributor

Re: Service desk service pages

Hi Andrej,

The service pages users don't have the necessary access rights for this in the service pages JSP files. In case you want to change the same, you'll need to edit it in the Service Pages JSP. An easy way is to just identify the jsp file and in the code assign it the rights of a specialist. (Rather, remove the isSpecialist check in the loop). But this will have the issue of allowing the users to change the status of the call from anything to anything... Then your status control may work (the snapshot you havea attached).

Try it out...

Hope this helps,

Regards,

Saurabh
Modesty is good!! But remember, all your life other people will try and take your achievements away from you, don't make it easy for them.
Mark O'Loughlin
Honored Contributor

Re: Service desk service pages

Hi Andrej,

if you use a licensed account (named or concurent) to access Service pages you should be able to update and change the fields.
Radovan Skolnik
Honored Contributor

Re: Service desk service pages

There's few things missing in posts:

1.You can set the range of Status-es that ServicePages role can access and modify (usually set from New to Registered or so). See Admin console
2.There's a hidden publicly undocumented (blame HP) setting that prevents ServicePages role from setting Solution field. This might cause some troubles as well.

Other than that it should be possible (changes in ServicePages might be required).

Hope this helps
Andrej_19
Collector

Re: Service desk service pages

Thanks for the information. So I have to modify JSP file in order to allow status changes.

Closing theme.
Andrej_19
Collector

Re: Service desk service pages

Closing
//Add this to "OnDomLoad" event