I have a question to the Service Desk Roles, we are assigning the Roles for the Help Desk Staff who will specifically be looking after tickets for their respective Customers.

So far so good, they are receiving the Ticktes that are meant for them and can Add Comments, unfortunately they are missing the buttons for the following actions:

Save and List
Add Work
Create KB Artikel

What are we missing?

Unfortunately I have not been able to find any Information that could help us.
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They have to have Write capabilities to the Tickets sub-tab under Help Desk. This is configurable under the Roles tab. Unfortunately, granularity only goes down to the sub-tab level. So, write access to the help desk is all or nothing. However, in a help desk queue, you can still restrict ownership, approval and submission capabilities separately.
Answered 03/31/2011 by: airwolf
Tenth Degree Black Belt

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