omeraydin Absent Member.
Absent Member.
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how I can see all interaction with Ess

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Hi everyone,

I wanna see all interaction with ess link. how is it done? Please help me.

Thanks, regards.

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a2drew Honored Contributor.
Honored Contributor.

Re: how I can see all interaction with Ess

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I was digging into this as well. I only want to give view access, but allow others to be able to search them in "Find Request". You can go to Document Engine > Processes and search for: sd.search. You can remove several of the lines to expose all the records. The problem that I ran into was that once you modify the process, it applies that to View Open Requests and View Closed Requests so that the results pull all interactions.

I currently have a ticket with HP on this, but is not yet resolved. BTW: John is absolutely correct so tread carefully.

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

Re: how I can see all interaction with Ess

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The ESS license allows an unlimited number of users access to their own tickets and is included as part of SM Foundation: the user can only update interactions where they are the primary contact/service recipient. Altering the ESS access to allow a user to edit additional tickets would likely be a license violation. If you want to grant read-only access to tickets where the user is neither the primary contact/service recipient, this may be permissable, but I'd get something in writing from product management. (This is not something you want to find out if it comes up during a licensing audit).

If the user requires access to and the right edit tickets generally, they should be using the index.do client. 

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a2drew Honored Contributor.
Honored Contributor.

Re: how I can see all interaction with Ess

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I was digging into this as well. I only want to give view access, but allow others to be able to search them in "Find Request". You can go to Document Engine > Processes and search for: sd.search. You can remove several of the lines to expose all the records. The problem that I ran into was that once you modify the process, it applies that to View Open Requests and View Closed Requests so that the results pull all interactions.

I currently have a ticket with HP on this, but is not yet resolved. BTW: John is absolutely correct so tread carefully.

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omeraydin Absent Member.
Absent Member.

Re: how I can see all interaction with Ess

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Thank you for your help.

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