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Cireson - Create ticket as another user

CaterhamITSupportCaterhamITSupport Member IT Monkey ✭

Dear All,

Can someone help me how to setup being able to create a ticket on behalf of another user in Cireson?

I can enable the option but it doesn't show a box to allow to log a ticket on behalf.

I also need to know if i need to allow end users extra rights to do this?

Thanks

Daniel

Answers

  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

    @CaterhamITSupport - Do you have the groups configured in Admin Settings -> Self Service Portal Settings?

  • CaterhamITSupportCaterhamITSupport Member IT Monkey ✭

    Thanks for the help Justin, I did configure the groups. It didn't bring up a box for this though?

    Thanks

    Daniel

  • Jeff_LandersJeff_Landers Customer IT Monkey ✭

    Set the Create On Behalf of Configuration

    Here is how you can specify an AD Group for which members will see the Create On Behalf Of control on the Request Offering Form. This is configurable by going to the Settings Item page and modifying the following setting: 

    Under Admin Settings

    CreateOnBehalf of Group   Domain Users for us

    EnableCreateOnBehalfIncident   True

    EnableCreateonBehalfServiceRequest   True

    If a non-analyst user is scoped to Create On Behalf Of, they must have access to a Configuration Item group containing AD Users within an SCSM console role. By default, the out-of-box End User role does not have this permission

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