ServiceDesk

One thing I'm frequently asked is how to grant additional users or groups document permissions to an Incident or Change ticket. The automation rules in ServiceDesk 7.5 do not have an option to grant additional permissions to documents that are attached to these tickets. Because of this, only users/groups who have an active assignment are able to access documents attached to a given ticket.

The GrantDocumentPermissions Workflow attached to this article provides a way to grant document permissions to additional groups. Currently the Workflow is configured to grant permissions to the "All Users" group. Using the All Users group would allow any user who has access to see a given incident/change ticket would also be able to see the attachments of that ticket.

To use the workflow, you will want to use the automation rules engine to Send Incident/Change to Workflow, calling the GrantDocumentPermissions. To do this, follow the steps below:

1. Download the GrantDocumentPermissions.zip file to your ServiceDesk Server and extract the GrantDocumentPermissions.package file.
2. Open the GrantDocumentPermissions.package file in Workflow Designer.
3. (Optional) Modify the "Get All Users Group" component. Set the 'Name' field to be a constant value of the Group you would like to grant permissions to.
4. Save and Publish the project.
5. Open your Process Manager portal and navigate to Admin -> Process Automation.
6. Expand the Change Management/Incident Management section and click Service Dashboard, depending on where you want to grant these permissions. If you need to grant permissions to both Change and Incident Management, follow steps 7-10 for each section.
7. Change Management: Select the orange action button next to OnChangeReceived and select Add Rule.
   Incident Management: Select the orange action button next to OnIncidentReceived and select Add Rule.
8. Add a condition using the Add Group button. Click Add Condition and select Any, then click the Blue Add Symbol.
   Note: If you want to grant document permissions conditionally, you may use a different condition according to your needs.
9. Select Add Action and select Send Change/Incident to Workflow with the following settings:
   URL: http://<SERVER_NAME OR FQDN>/GrantDocumentPermissions
   Workflow Service Name: GrantPermissions
   Workflow Start Method Name: DocumentPermissions
10. Select the Blue Add Symbol and Save the rule.

After finishing the configuration above, any new Change or Incident tickets will have document permissions for the group you selected in step 3 (default is All Users Group). This will not grant document permissions to any existing change/incident tickets.

I hope you find this useful!