CA Service Management

Hello Team

please see the below employee role. I cannot see create a incident link

PLease advise

My first suggestion would be to review the Employee Role to make sure the function access is set to "Modify" for Request/Incident/Problem. Aside from that, is there any customization to the home.htmpl that removed the ability to create tickets?

Hi Alexender

how can I review employe role to check the function access set to modify?

in addition. No we don't have any customize home.htmpl

Aamir,

Log into Service Desk as an Administrator, access the Administrator tab. Go to "Security and Role Management" and expand it. Find "Role Management", expand that, and then access "Role List". Find the "Employee" Role in the list, open it, then view the Function Access tab, and look for "Incident/Problem/Request"

Hi Alexender

I jus checked this.. it is set to MODIFY already

Hi Aamir,

To enable the creation of incidents on the employee interface, you will need to update an option called "employee_intf_incident_support" in options manager, setting it to  "Both Incident and Request" then recycle Service Desk services.  Now when logging in as a user with the employee role (or switching to the employee role), you should see the link to create an incident as well as request.  

Yes Jon

I already check this option before and it was set to incident only. still it was not showing. Then I changed it to both. and recycle the services.. still I cannot see the option.. Even if if I removed detail_in.htmpl file fro site--> mods folder. and clear the cache pdm_webache -H and then login to sdm...still the employee page is same...it should go to the default one...but this is not happening..

actually I made a replica of my production server ...before copying custum htmpl files from production to replica server....the replica server employee role was okay..i was able to create incident from employee role. but after copied custom files on replica server...this happenend.. ANd every custom files is working fine as we have more than 7 custom htmpl files. but from employee role I cannot create incident.

please advise

Dear Jon

I just noticed that when I changed this to BOTH (incident & Request)in option manager.and save this...the status is in progress..   Even I recycled the services.

what could be the issue...also I checked pdm_status....all services are in running and completed state

Jon_Israel @alexander

Please can you advise

Hi Aamir,

See this tech doc:

How to resolve the situation where Administration - Options Manager, installed/de-installed options have a status of "In… 

Alternative you can update the value in NX.env (@NX_EMPLOYEE_INTF_INCIDENT_SUPPORT=IncidentandRequest) and recycle the services.

Kind Regards,

Brian

Aamir,  The document that Brian provided should resolve the "in progress" issue.  There is also a fix for that which is included in the latest cumulative (CP4 for 14.1) to prevent that problem from happening.

Thanks,

Jon

THankyou JOn And Brian

I will do that