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Servicedesk 4.5 services pages service call status

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Andrej_19
Collector

Servicedesk 4.5 services pages service call status

Hello,

a customer has an implementation of incident management through service calls.
The SD logic is set to allow members of 2nd level support workgroup permissions to change the service call status only to certain values. Others are hidden to them.

This logic works under SD client, however, the same members of 2nd level support can see ALL available statuses of service calls.

Is it possible to restrict the status values in Services pages as implemented in SD client WITHOUT changing jsp code ?

Is it possible to do that at all ?

Regards,

Andrej



4 REPLIES
Mark O'Loughlin
Honored Contributor
Solution

Re: Servicedesk 4.5 services pages service call status

Hi,

1) Admin Console-Service Pages-Presentation-View Settings-Service Calls
Select Service Calls and under the top groupings "Views for support engineers" will be listed a restricted and full list - take note of these view names


Admin Console-Service Pages-Presentation-Support Requests

There should be 2 views in here that are the same as the ones above. Double click the view and you will be able to set the filter.

You can set a status filter to show calls for certain status

2)Admin console-Security-Access-Role-Service Pages

Select "Support Request" and Details - Status Access and define the accesses that the role of SP accounts can use.

Neither of these 2 options are as flexable as what you can do on the client especially as the client is probably using a UI rule to set the limit field values which UI rules do not work on Service Pages.
Jonathon Druce
Honored Contributor

Re: Servicedesk 4.5 services pages service call status

But you cannot limit the statuses showing in the Service Pages page without editing the jsp code.
Andrej_19
Collector

Re: Servicedesk 4.5 services pages service call status

Thank you for answers.

I've tried the solution localy (SP 18) and it is working.
However, the customer doesn't have the tab status access (SP 19).

Is it possible that SP 19 doesn't have status access tab ??

Sounds weird, but the tab isn't there.

Regards, Andrej
Andrej_19
Collector

Re: Servicedesk 4.5 services pages service call status

Forgot to turn on status entitlement access
//Add this to "OnDomLoad" event