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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 12/05/2012 18:11:36
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Crissmiller
SysAider
Joined: 12/05/2012
Messages: 16
Offline
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I have a situation where I would like some end users to be restricted from entering new SRs but it is ok for them to view, close, or add a note. I've created a group, enabled group permissions, removed all check marks except from the Restrict access for: A new Service Request (after that didn't work I tried checking every box). End user is still able to enter a new SR. Can this be done? Thanks
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24/05/2012 09:44:51
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Oded M
VP Product
Joined: 28/05/2008
Messages: 892
Offline
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Hi Crissmiller,
In SysAid there are no End users based permissions - only admin permissions.
Could you explain a bit about why you don't want end users to submit tickets ?
It is a bit against the spirit of giving service to end users.....
I ran into a few cases where the IT team wanted the end users supervisor to submit tickets, mainly in companies that run support centers where there is a lot of new support reps joining and they open tickets on issues that can be resolved by their supervisors, in this case we setup a process where the supervisors receive these tickets and either solve them or pass them on
Anyway - like I said I would be glad to hear more on the process you were thinking to setup
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24/05/2012 17:29:44
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Crissmiller
SysAider
Joined: 12/05/2012
Messages: 16
Offline
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Thanks for the reply! We are a university with 9,000 students and we are importing users through LDAP. Mainly our end users are staff and faculty. There are times when we need to enter SRs under a student's name (they work for a department or have an issues as a student that needs to be escalated), so we would like to have them in the system. However, with access to enter new SRs through the portal, they would enter SRs for clogged toilets, no heat, and tech issues that are administered off site. We need them to call us, then an admin would enter a SR if appropriate. At that point, it would be fine for them to close or add notes to a SR.
I thought that I could create a general group called Students, enable group permissions and Restrict Access for a New Service Request - (SREdit.jsp). It would also be fine to completely block them from the End User Portal completely. We are using v 8.5.08 Education Enterprise Edition. Any other suggestions would be appreciated.
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25/05/2012 20:52:54
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Oded M
VP Product
Joined: 28/05/2008
Messages: 892
Offline
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There is a field in the end users that controls whether they can login to the end user portal.
This is half of what you want..... Because you want them not to be able to submit, but you do want them to view , close and add notes to existing tickets...
We should add a feature request that controls the ability of end users to open tickets,
Try reaching out to our professional service team, they may be able to customize the process you want within your current edition
Anyway, you are invited to post a feature request in the feature request forum
Good luck !
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29/05/2012 15:07:15
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Crissmiller
SysAider
Joined: 12/05/2012
Messages: 16
Offline
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Thanks Oded M. That field was not visible in my view. That will work for us for now. Can you tell me if there is a way to populate that field based on an Active Directory OU? I will post a feature request for limiting end user ability to open tickets.
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