We have a manger who wants to view all requests in our Servicedesk system - we don't have an issue with this, but have hit a couple of stumbling blocks.

 

Firstly, we have a 5 user licence and 5 technicians, so I can't make him a Technician.

 

As a 'Requester' I've changed the 'Requester allowed to View' setting to "Show all their Site requests" - this gets me some of the way and allows him to see some, but not all, of the requests.

 

The problem seems to be with the 'Site' setting. Some of the requests are created through the 'Quick Create - New Incident' panel, and this allows entry of a 'Site' - when this is done, he is able to see the requests. However, requests created automatically from e-mails don't (I'm assuming) set this value, and therefore the manger is not able to see these requests.

 

I say "I'm assuming" because I cannot see anyway to view or edit the 'site' value on a request after it has been created. Am I just looking in the wrong place?

 

And any ideas as to how we can achieve the ultimate goal of allowing the manager to see all of the requests?

 

Many thanks

 

Michael