Employee interface allows to create Requests. How to enable the ability to create Incidents via the Employee interface?

Document ID : KB000018502
Last Modified Date : 14/02/2018
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Introduction:

Description:

Customer logged into Service Desk using an employee interface and cannot open an incident. The only option is to create requests.

Solution:

Please follow these steps:

  • Login with an Administrator userid.
  • Go to "Administration" tab.
  • Options Manager -> Request Mgr
  • Select the option "employee_intf_incident_support" and change the value from "Request Only" to "Both Incident and Request [IncidentandRequest]".
  • Restart the Service Desk service.
Instructions:
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