Assistance on permissions to images on Sysaid emails

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Assistance on permissions to images on Sysaid emails

Forum Index » Helpdesk

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03/07/2012 07:20:57

Subject: Assistance on permissions to images on Sysaid emails

nicks81
Super SysAider

Joined: 13/07/2010
Messages: 78
Offline

Hi everyone,

Hoping you can give me some guidance on the below scenario:

User A emails the helpdesk with embedded images, requesting the IT team perform some work. The details of the work required are in the images.
The work is completed by IT, and requires a second team to perform a subsequent action
IT mail User B through the existing request, asking them to complete the task
User B cannot see User A's attachments, as they click the link to Sysaid & cannot access the images
User B requests the same information from User A again, after an email exchange back & forward (User A usually advises that the links are clickable, and doesn't realise User B has no access)

The two users are from different teams, and shouldn't normally be able to access each other's requests. What I'd like is some way of allowing image links to be accessed, but not the request itself, without changing the request user on each of these request types.

Is there anything I can do to mitigate this?

Best regards,
Nick

16/07/2012 17:46:27

Subject: Re:Assistance on permissions to images on Sysaid emails

Joseph Zargari
VP Customer Relations

Meet me in Vegas - SysAid technology Conference - 28-30/4/2010

Joined: 26/03/2006
Messages: 516
Offline

Hi Nick,

Generally, the attachments are only accessible by the request user and by admins who have permissions on the service request.
If User B is not an admin in SysAid, you can't get them to see the attachment. I would set this as a feature request, to select files from the SR when sending an email to actually attach them to the email (thus overcoming any permission restrictions).

Thanks,
Joseph.

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