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Provision to Search, View, and Edit other Users’ Service Requests

Now, using the Global Search, the users (End User and Analyst) can search, view, and edit the  Service Requests logged by other Users’ of the same and different customers, and the Service Requests logged by other Users’ from different locations.

Configuration

To view other Users’ Service Requests, perform the following steps:

1. Select Admin > Basic > Users > User List. The USER LIST page is displayed.
2. On the ACTIONS panel, click Filters and specify the filter criteria. You can also search for a user based on their User Name, Employee ID, E-mail ID, and NT Login ID.
3. Click the required User ID from the LIST. The USER DETAILS page is displayed.
4. Click the ACCESS

5. Under the INCIDENT MANAGEMENT/SERVICE REQUEST section, select the Enable View Other Users’ Incidents Check Box. If selected, the user can view only the Service Requests logged by the other Users’ of the same customer.
   
   
   Figure: ACCESS tab – INCIDENT MANAGEMENT/SERVICE REQUEST section
   
   

   Note
   title Note
   This functionality will work only if the SR_ViewOthersServiceRequests key is available in the Summit_Config file and the value is set to True.

6. If Enable View Other Users’ Incidents Check Box is selected, the following fields are displayed:
   1. Customer - Select the customer(s) from the list. The user can view the service requests logged by other users who are mapped to the customer(s) selected in this field.
   2. Location - Type in and select the location(s). The user can view the service requests logged by other users who are mapped to the location(s) selected in this field.
   3. Allow Edit - If selected, the user can cancel, escalate, and update the Additional Information section of the service requests logged by other users who are mapped to the above-selected Customer and Location. If this checkbox is not selected, the user can only view the service requests that are logged by other users.