How to allow analysts to see a ticket's Event Log in CA Service Desk Manager (CA SDM)

Document ID : KB000048024
Last Modified Date : 14/02/2018
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Description:

If the proper security settings are not configured within CA SDM, analysts will receive the following error when attempting to view a ticket's Event Log:

AHD04482:Security setting prevents this operation. See Administrator for details

Solution:

Ensure that the following security settings are in place for the CA SDM role which needs to view a ticket's Event Log:

  1. Navigate to ADMINISTRATION -> SECURITY AND ROLE MANAGEMENT -> ROLE MANAGEMENT -> ROLE LIST
  2. Select the appropriate role. For example select the LEVEL 1 ANALYST ROLE and click on the FUNCTIONAL ACCESS tab
  3. Change the ADMINISTRATION FUNCTION to VIEW Access Level
  4. Save changes

Note: This change will NOT enable the Administration tab or permit the change of CA SDM Administrative Options to the Level 1 Analyst role.