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Established Member.. hltozd
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CLOSE INCIDENT AND CHANGES FROM ESS PAGE on SM 9.41

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Hi,

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.

Regards,

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Absent Member.. John Stagaman Absent Member..
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Re: CLOSE INCIDENT AND CHANGES FROM ESS PAGE on SM 9.41

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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.  

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Kudos - what, where, how, and why
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Absent Member.. John Stagaman Absent Member..
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Re: CLOSE INCIDENT AND CHANGES FROM ESS PAGE on SM 9.41

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No. The ESS license is restricted to interactions where the logged in user is the service recipient or primary contact. No direct modifcation of other records is supported. 

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Kudos - what, where, how, and why
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Established Member.. hltozd
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Re: CLOSE INCIDENT AND CHANGES FROM ESS PAGE on SM 9.41

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Hi John,

We have an operation team with 100+ members. We plan to enable HPSM for them. They will only receive record from a single category. After actions they need to close record. Is this impossible with ESS?

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TomPowe Acclaimed Contributor.
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Re: CLOSE INCIDENT AND CHANGES FROM ESS PAGE on SM 9.41

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What you want is the full client (index.do)

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Absent Member.. John Stagaman Absent Member..
Absent Member..

Re: CLOSE INCIDENT AND CHANGES FROM ESS PAGE on SM 9.41

Jump to solution

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.  

----------------------------------------------------
Kudos - what, where, how, and why
Want Good Answers? Ask Good Questions...
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Established Member.. hltozd
Established Member..

Re: CLOSE INCIDENT AND CHANGES FROM ESS PAGE on SM 9.41

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Thanks for information.

Regards

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