Giving Service Desk Analysts Access to Assigned Incidents
At minimum, a Service Desk Analyst should be able to view and update his assigned incidents (as specified in the Owner field on the incident form.)
| 1. | Within the Configuration Console, open the Roles and Permissions workspace, then click Service Desk Analyst. |
| 2. | Under the Object Permissions tab, next to incident, click Edit in the Access column. |
Service Desk Analyst Object Permissions
The Service Desk accessing Incident Availability page appears.
| 3. | Hover over the gray plus sign, then click to add a case. |
| 4. | Enter information: |
| Value |
|---|
| Update and view |
| where |
| Employee (via IncidentOwnerEmployee) |
| is |
| the logged in user |
| 5. |
Click Save  from the toolbar.
|
Upon logging in as a Service Desk Analyst, the incident grid only shows their assigned incidents.