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Change Initiators Group

Dmitry_Gladyshev

Dmitry_Gladyshev Customer Adept IT Monkey ✭✭

April 2017 in Service Manager Portal Feature Requests

Is it possible to allow users to create Change Requests without making them "analysts"?
We have a big R&D department and our developers submit CR's every week.
Currently we add them to one of the "analysts" group, but that give them permissions to modify other ticket types and see My Work Items and My Team Work Items views.

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Answers

Tony_Collett Cireson Support Super IT Monkey ✭✭✭✭✭

May 2017

They would still need to be Analysts, however you can reduce the scoping on your views to be able to limit what these groups can see.
In Navigation Settings, find the views you want to hide (in this case My Work and My Team Work). They will likely be set to Visible and show the Analyst Group. You will need to create an AD group that you want to see these views and exclude the Change department from this group. Then you can add this group into this field and it will show as normal to the members of this group, but not to the Change Department.
You can also limit what the Change department sees by doing a similar process within User Roles in the console and limiting the groups by using Queues. By creating a Change Users User Role you can remove all queues and only have one available (like 'All Change Requests'), that way they can only see CRs and not any other work items.
I hope that makes sense. Let me know if you need me to go further into detail

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