Hello Bakhtawar,
As a general test, I'd recommend with any type of "permissions" issue to
try it on a test server with fully open "Administrator" permissions for both parties. Then see if it works.
* If it works, then it confirms it is a permissions issue, and you can look into that by tuning until you have the level you need.
* If it fails, then it is
not a permissions issue, but something else. (Like a bad form customisation, for example.) Look at other areas, and probably start with checking the logs.
For the test to work, it must be fully open - no Workshifts other than 24 hours, no Data Partitions etc.
In this specific case, we know from both Paul and the documentation, that it should be possible to invite another Analyst:
https://docops.ca.com/ca-service-management/17-2/en/using/support-automation/manage-existing-live-assistance-session#ManageExistingLiveAssistanceSession-InviteAnotherAnalysttotheAssistanceSessionAnd this part of the documentation appears to give the levels needed:
https://docops.ca.com/ca-service-management/17-2/en/using/support-automation/how-to-set-up-live-assistance-for-analystsIn particular this part:
- - -
Assign the appropriate permission, queues, and tools for the access level.
- Allow to Join Existing Session.
- - -
Both of your Analysts would need this level of access.
But as above, try first fully opening the access on a test system to
confirm that the base functionality works.Thanks, Kyle_R.
Original Message:
Sent: 09-06-2019 01:49 AM
From: Bakhtawar Butt
Subject: Can analyst use live assistance to invite other analyst and solve issue
By other analyst i mean live assistance session with analyst not by inviting other analyst to already established session with end user
Original Message:
Sent: 09-06-2019 01:31 AM
From: Bakhtawar Butt
Subject: Can analyst use live assistance to invite other analyst and solve issue
SA Access role for Level 2 Analyst is analyst in our case and when we try to open the link which we received in email it gives error.
Error is as below:
" You don't have access to launch support automation End User Client. Please contact your administrator "
What is the solution for this issue?
Kindly reply.
Original Message:
Sent: 09-05-2019 11:05 AM
From: ALEXANDER PERRETTI
Subject: Can analyst use live assistance to invite other analyst and solve issue
From the analyst interface there is an "Invite" button at the top that can be used to invite another analyst to join an existing session.
Original Message:
Sent: 09-05-2019 03:38 AM
From: Bakhtawar Butt
Subject: Can analyst use live assistance to invite other analyst and solve issue