When using the CA Service Desk Manager apps for the mobile device, the Employee role does not have the access level permissions for the attachment object and so the user cannot attach jpeg or png files to the ticket. How can I get this to work?

Document ID : KB000018718
Last Modified Date : 14/02/2018
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Description:

When running with the solution to problem USRD 2756, using a Fully Qualified Domain Name in the repository path, and trying to attach a jpeg or png to a ticket, the following results are confirmed for the analyst and employee roles:

  • Web GUI
    Analyst role or Employee role:
    Files can be uploaded and downloaded either as an update to an existing Request or as part of a new Request .
  • Open Space :
    Analyst role : attachments work ok
    Employee role : problem to upload files (files are not attached) but GUI gives no error; logs a comment, but does not attach the file.
  • Mobile:
    Analyst role : attachments work ok
    Employee role : problem to upload files (files are not attached) but GUI gives no error.

How can I get attachments to work with the Employee role?

Solution:

For an out-of-the-box CA Service Desk Manager, the Employee role does not have the access level permissions for the attachment objects. Hence uploading the attachments as an employee role user from Mobile Enabler or Open Space may not work.

To make it work for the employee (or any other role), follow these steps to give the permissions that are required to make it work.

  1. Login into the SDM application with Administrator access type.
  2. Open the Employee role using path Administration tab--> Security and Role Management --> Role Management -->Role List
  3. Click on the Authorization tab under Additional Information tab in the Employee Role detail page.
  4. Click on Employee link under Data Partition Name field.
  5. Click on Pre-Update for Attachment table in the Constraints tab.
  6. Click on Edit button and change the value id > 1 under Constraint text box in the Constraint tab.
  7. Click on Save and close Data partition detail page.
  8. Click on the Function Access tab in the Employee Role detail page. Next:

    1. Select "Incident/Problem/Request Reference" and Click on "Edit in List"
    2. Select "Modify" option from Access Level and Click on Save button
    3. Select "Reference" and Click on "Edit in List" button
    4. Select "Modify" option from Access Level and Click on Save button
    5. Select "Administration" and Click on "Edit in List" button
    6. Select "Modify" option from Access Level and Click on Save button