How to grant the ability to "New Incident" and "New Incident based on this document" options for a specific role in Service Desk Manager?

Document ID : KB000016417
Last Modified Date : 14/02/2018
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Introduction:

By some roles like Employee /L1 Analyst, have the ability to use the New Incident  or New Incident based on this document options on a Knowledge Document. This document explains how to expose this to other roles

Question:

How to grant the ability to "New Incident" and "New Incident based on this document"  options for a specific role in Service Desk Manager?

Answer:

1) Select the role in question by Service Desk Manager -> Administration -> Security and Role Management -> Role Management -> Role List

2) In the role detail page for the above role, select Knowledge Management tab

3) Make sure Open Issue/Request   and Open Issue/Request based on Document options are set to Yes

1.GIF

4) Logoff, login again and retest if the options are available on the knowledge document now.