Analysts cant action/close tickets. "UnauthorisedAccess" error appears

Mina_Saidi

Hi All,

I'm experiencing a strange issue.

I have created a new support group called "Business Support" and the group is a member of the analyst group. Users within Business Support group can see tickets as analysts, can receive analyst notifications, SLA warmining, tickets can be assigned to them etc. they can see active work, my work, team work etc, when prior they only had end user view.

How ever, when they open a ticket, and try to action it by adding notes or closing the ticket they get an error

"unauthorized access".

When I try do it, I had analyst access a while ago, it works for me.

I have synced the AD connector, restarted the cache builder but it doesn't work. it loads the analyst view but doesn't allow them to action.

any ideas? its confused me.

Joe_Burrows

Sounds like the group for "Business Support" is missing SCSM permissions

Check the console and make sure the Business Analyst Group is assigned to the appropriate role (Or nested in the appropriate group that is assigned to a role).

After confirming this you will need to restart the cachebuilder and the Portal website.

Joe_Burrows

Sounds like the group for "Business Support" is missing SCSM permissions

Check the console and make sure the Business Analyst Group is assigned to the appropriate role (Or nested in the appropriate group that is assigned to a role).

After confirming this you will need to restart the cachebuilder and the Portal website.

Mina_Saidi

Thanks Joe, yes it was the user role permissions in SCSM. I had given the permissions in development but totally forgotten about it in production. was losing my mind for a second yesterday.

Thanks.