CA Service Management

  • 1.  Level 1 analyst

    Posted May 09, 2018 06:06 AM

    Hi Team,

    In Service Desk form page after login as a level 1 analyst, in file menu new incident should be removed.

    That is Incident access should be disable and change order access should be enable for the Level 1 analyst.

     

    Regards,

    Jagatjyoti Dash



  • 2.  Re: Level 1 analyst

    Broadcom Employee
    Posted May 09, 2018 08:38 AM

    Jagatjyoti,

     

    I would suggest the following:

     

    • As an admin user, go into the Role settings (Administration:  Security/Role Management -> Role Management -> Role List) and for Level 1 Analyst, go into Function Access and change the function access for "Incident/Problem/Request" and set it to "None".  At the same time, configure "Change Order" to be "Modify".

    • On WSP, locate the "menubar_sd_l1_analyst.htmpl" form, and add CO (Change Order) menu options, and remove IN (Incident) menu entries.

    • You may need to also have the detail_chg.htmpl forms included for the Analyst form group.