We have a need for a group of users (our Fixed Assets department) to view all tickets as they investigate asset locations.  We do not want them to have modify access to the tickets.  I understand the paradigm for the user UI permissions (read/write, submitter/owner, etc.).

Is there some way we can get those users the data they need without the undesirable side effects of write permissions??

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You can create a read-only role and assign those users to it: Service Desk>Roles

Answered 08/12/2012 by: jknox
Red Belt

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I don't think that the KACE permissions allow that kind of setup, unfortunately. Your best option might be to create reports that could be delivered to them, but it sounds like they need to search through tickets to get clues to asset locations, is that right?

Honestly if I were in this position I would probably write a quick web based app that connects to the KACE database with the reporting user. It shouldn't take more than an hour or two or so to whip up a quick read only interface to the service desk.

Answered 08/09/2012 by: chucksteel
Red Belt

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Right now we are working with the following:

  • The user has read-only access to inventory and assets.
  • We are associating tickets to machines in inventory where appropriate.
  • The user, in researching a machine's location, sees that there are tickets associated with the inventory record.

Ideally the user would click on the associated ticket in the inventory record to pull up the ticket in read-only mode.  Until we can get this functionality, the user is emailing me the ticket number, I pull up the ticket, and I email it to the user with the "Email Ticket" function.

Answered 08/09/2012 by: grayematter
Fourth Degree Black Belt

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Would a CC email give them enough info

Answered 08/08/2012 by: SMal.tmcc
Red Belt

  • If you are referring to the ticket CC field, that won't work. This research happens independently (and usually long after) of ticket activity.
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