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SolarWinds Service Desk (SWSD)

Forum Ability to hide certain subcategories from New Ticket view

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Ability to hide certain subcategories from New Ticket view

janderson121 over 1 year ago

Some of our users are getting confused on the differences between Service Requests and Tickets (New Ticket). Is there a way to hide certain subcategories from the New Ticket screen, and only have them visible in the Service Catalog?

I saw a similar feature request, it looks like it's a thing, however I'm having trouble locating/ figuring out how to do so.

Thanks!

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0 Stonelaughter over 1 year ago

ROLES: Requester

PERMISSION: Create {INCIDENTS}

RESTRICTION: Create {INCIDENTS}, SCOPE: "Category" <restricted category>, "Subcategory" <restricted subcategory>

This should prevent the creation by requesters of any ticket with the chosen cat and subcat.

HOWEVER: It will also prevent them using the catalog items which create tickets of that category so you have to set a new category pair in your catalog items and then use an Automation Rule to change it to the correct one.
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0 MitchKiah over 1 year ago in reply to Stonelaughter

I've run into the same issue with the Service Catalog. I just put in this feature request:
https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/i/feature-requests/add-the-ad-hoc-restriction-scope-to-create-incidents-the-same-as-changes

They have a Role scope that resolves this issue for the Change Catalog, it just needs to get mirrored to the Incidents Scopes.
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0 MitchKiah over 1 year ago in reply to Stonelaughter

I've run into the same issue with the Service Catalog. I just put in this feature request:
https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/i/feature-requests/add-the-ad-hoc-restriction-scope-to-create-incidents-the-same-as-changes

They have a Role scope that resolves this issue for the Change Catalog, it just needs to get mirrored to the Incidents Scopes.
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