we are trying to set up a site specific help desk where that sites technicians respond to that site's users. we have configured the user roles, assigned the site to the technician.
when the technician logs in they see only their site tickets, so this works fine
however, on the dashboard view, they only see the Change tab (part of the 'Problem and Change' tab), as they do not have problem access, and they do not see the 'Assets' tab as they do not have access to Asset - this is good behavior so far.
why do they not see the 'Helpdesk' tab?
they have Full Control on Requests, Full Control on Changes, Solutions and Reports, and all boxes in the requests portion of advanced permissions are checked. Their 'allowed to view' is set to 'All in associated sites' and they are associated with that site
We are wondering the same thing as above. If the technician is not an SDAdmin then they do not see the HelpDesk Dashboard which is what we want everyone to see. But we do not want everyone to be SDAdmin.
SD-Coordinator role has full permission for the Request module. If you are assigning another role with limited permission for the Request module (Say like cannot reopen or Resolve the call) then custom role will not get applied to the technician, SD-Coordinator role will get applied. Role which has more permission will take precedence however the scope (All request,associated request,assigned to him and Group request) will be least when two roles are assigned to the tech.
In your case assigning SD-Coordinator along with a role which has limited permission for request module, will allow the technician to perform all the activities on the requests.
You can use this feature ID SDF-42172 as a reference to this case
I have tried combining SD-Coordinator role with our custom role. From the email above I was expecting that if my custom role does not allow deleting of requests that this will not apply (least permissions take effect) ?
We also would like to see this functionality. As it stands, the dashboard view is useless to us. If there is no current ETA on this feature, can we at least get the option to remove the dashboard tab altogether? If it serves no purpose, we would rather not expose it to users.