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1. Re: 7.4 Manage Shortcut Groups for Self Service?
alanblake Jan 6, 2011 3:07 PM (in response to alanblake)I have the window rule under the End User view to for Incident Management.Incident to use "End User Incident" window and web form
I also have the view selection rules set to use "End User" view for "Web Access" clienttype with PortalEndUser Role listed as #1
I am logging into WebAccess/ss with a user that is defined in End User and has role of PortalEnd User
I am really expecting to see "End User Incident" window appear when I click "Log New Support Call" but it always returns the full incident window.
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2. Re: 7.4 Manage Shortcut Groups for Self Service?
alanblake Jan 7, 2011 8:00 AM (in response to alanblake)My root problem stems from the fact that the "Log New Support Call" is associated to the "Full Incident" process where I was under the assumption that it was pointed to the "Incident" process. I added a new Process link by right-clicking in the help-me widget. I then added a shortcut that points to the "Incident" lifecycle NOT the "Full Incident" lifecycle.