Our Employees are getting the following error message and are not able to edit or create requests. "AHD04482: Security settings prevent this operation. See Administrator for detail"

Document ID : KB000027844
Last Modified Date : 14/02/2018
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Question:

Why do our Employees receive the following error message when trying to edit or create requests?

"AHD04482: Security settings prevent this operation. See Administrator for detail"
 

 

Answer: 

This is likely due to to the permissions of the Access Type associated with Employees. The below steps document how to review/edit the permissions:
 
-Under the Administration tab in Service Desk Manager navigate to Security and Role Management>Access Types>Employee 
-Under the Roles tab select the default role for the Access Type, this is Employee for the out of the box Employee Access Type
-Navigate to Additional Information>Function Access and ensure Incident/Problem/Request is set to Modify

 

Additional Information:

 

-For Service Desk Manager 12.9 and below, more information can be found in the Administration Guide under Chapter 9: Managing Roles
-For Service Desk Manager 14.1, more information can be found under the CA Service Management Wiki