Tips on modifying the Employee interface allow Issue creation.

Document ID : KB000029522
Last Modified Date : 14/02/2018
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Description:

We need to give Employee interface access to create issues.

 

Solution:

We would recommend that you contact CA Services for this type of customization as it is out of support scope.

Here is some information that can get you started:

Out of the box we have an option 'employee_intf_incident_support' which provides Request and Incidents access to employees.

To enable Issues to be accessed by employees would require you to customize.

1.  Change the Employee Data partition to be able to create issues.
The Create constraint would say something like from id=1 to requestor=@root.id.

2.  Update the function access of the employee and give 'modify' access to all Issue references.

3.  Customize home.htmpl file to include Issues.  Also, include detail_iss.htmpl and also list_iss.htmpl in employee interface.

 

Note that Issues is left out of the default Employee interface, as this is a ticket type that not many Employees would commonly use. It includes fields and functions (such as Classic Workflow) that are more advanced than a typical Employee may access. Consider as an alternative granting an Employee "Analyst" or a similar higher level access if they need to update Issues.