Due to security protocols, we have several Service Agent Users who should be restricted from the Create Incident Role permission for a specific Incident Category; however, those same users need to be able to Update the same Incidents. While they can, with the Role Permission to Update but not Create, make changes to the tickets of that related category, SolarWinds Service Desk will not permit those users to do any time tracking. When they enter time, the browser spins and never records it.
I advised the Help Desk that Time Tracking permissions were tied to Create Incident permissions rather than Update Incident permissions and that this was a problem for us. The existing functionality does not make sense -- most service desks will have incidents created by a variety of types of users and Time Tracking is rarely appropriate for those individuals.
The Help Desk advised:
"We apologize for the inconvenience, however, as this is the current design of the Roles & Permissions so it is currently not possible to modify it. If you do wish to make a push for such a change, we would advise submitting this idea on our Thwack community under the "Feature Requests" tab"
