Giving a Service Desk Manager Access to Incidents for an Organizational Unit
An example of applying organizational unit restrictions on a hierarchical level is to allow a Service Desk Manager to update and view incidents created within the organizational unit, either by himself or by subordinates:
To allow a Service Desk Manager to update and view incidents created by himself and any subordinates, do the following:
|
1.
|
On the User Management tab, on the Roles page, click Service Desk Manager. |
|
2.
|
On the Object Permissions page, click Edit for an incident. |
|
3.
|
The ServiceDeskManager accessing Incident page opens. Click the button to add a table row for adding a case. |
|
4.
|
Select Update and View from the drop-down list. |
|
5.
|
Select Employee (via IncidentOwnerEmployee) as the first operator to constrain from the drop-down list. |
|
6.
|
From the next drop-down list, select is as the first negation. |
|
7.
|
From the next drop-down list, select the logged-in user as a matching value. |
|
8.
|
Check or the logged-in user's subordinates. |
The case is saved, and the display changes to read:
- Update and view records where
- Incident's [Profile#Employee.Owner] is the logged in user (or the logged in user's subordinate)
Upon logging in as a Service Desk Manager, the incident grid displays the incidents created by the manager and any employees listed in the reporting hierarchy.