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

Mina_SaidiMina_Saidi Customer IT Monkey ✭

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.

Best Answer


  • Mina_SaidiMina_Saidi Customer IT Monkey ✭

    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. :)


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