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Employee Role - Cannot see other user's tickets

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  • 1.  Employee Role - Cannot see other user's tickets

    Posted 12-29-2016 08:01 PM

    Hi all,

     

    In CA SDM 14.1 - If a ticket is created in the system with JOHN DOE listed as the requester with a number of 123456.


    Than John Doe logs in with the typical employee level rights. Attempts to look up the ticket on behalf of the affected end user as he is the requester, and attempts to load 123456. They are met with an error not found.

     

    What are the steps for allowing requester's to see the status of the tickets they are assigned to as well? As currently, the functionality seems to be disabled and unavailable.

     

    Many thanks!



  • 2.  Re: Employee Role, Cannot See Ticket - If Requestor
    Best Answer

    Posted 12-30-2016 06:03 AM

    In order to see tickets where he is not afected end user, contact shall have licensed access type



  • 3.  Re: Employee Role, Cannot See Ticket - If Requestor

    Posted 12-30-2016 08:39 AM

    Giedrius is correct!   Only licensed users in SDM (which would be analysts) are able to see tickets for other users.  The employee access type is not licensed and thus is only able to see their own tickets.

    Jon I.



  • 4.  Re: Employee Role, Cannot See Ticket - If Requestor

    Posted 01-03-2017 11:27 AM

    Makes sense. Thank you for your assistance!