Can ess page used for basic operations like close incidents and changes? We are using SM 9.41.
We are doing this operations from operator interfaceses. But we need more licences for basic ones.
ESS is for the end user to request support or services. Under ESS logins, the only tickets an end user can directly update are interactions where the user is the service recipient or primary contact,
If an operator is in a fulfillment role (working Incidents/Changes/Problems/Requests) in any capacity, the abilty to update and close those records requires a license. and should use the index.do client. It doesn't matter if they only work tickets for one team, one category, etc.