Did you check permission settings for the role that should have that ability?
We are using Process/RaiseUser/Manager to allow the manager to be pulled from AD for that user. Otherwise we would have to maintain all the managers in a group or role.
To expand on mmorales comment (which is in fact the first place to check), you will need to make sure that manager who is needed to use the "Manager Authorization" action is in a role or group within Service Desk that has the proper permissions to execute that action.
This is found in Administration --> Administration --> (select the Role) --> Privileges and you will need to find the Request Management --> Request --> Process Related and find that permission and update it to have Execute.
So there is no way to have this done without having to maintain a role or group with the active managers in it?
You have to give a role the privilege to be able to execute the action - without that, nobody other than SA will see the action.
If you don't want to maintain a role to only grant certain users the use of that privilege, then you will have to "protect" that action by a precondition. The precondition will have to be a calculation (and it depends on the version of your system) that tests if the current user is the raise user's line manager.
You will have to give the privilege to a role. Every user/analyst in the system will need to be a member of some type of role or else they will not have access to do anything in the system.
Typically Analysts will be in the "Analyst" role, End Users will be in the SelfServiceUser role and if you have managers/directors that need access to do certain things that others can't, then either a Managers Group or Role would be needed/recommended.
As both Jamie and Elizabeth have indicated, you really have only two available options:
- Create a role that will only be granted/given to particular members, in this case Managers. This role will need to have that action be enabled. This will grant only members of that role the permissions to execute the action.
- Create a calculation within a precondition which tests the current user to see if they are in some type of manager position in for the raise user.
- Since it seems you don't want to go down the route of creating and maintaining groups or roles, creating the calculation and precondition might be your best choice. The downside is that you will still need to enable the permissions for this action to all of your analysts or end users.
We created an approver role for our end users. This was applied to end users who are flagged as supervisor, etc. We then have calculations that look for certain criteria to give them access for the approval action.
Hope that helps.
What about how the "add more infomation" action works? It it also based on a role or group then.
Yes, I will user the self sevice end user role if nothing else. I won't have to maintain that role and testing shows it works fine with no other user other than the manager being able to approve the request.
Thanks for that help!
ALL execution of actions within the system are based on a role or a group.