Ordinary user cannot submit incident reports
Hello
I am currently implementing SDP V8 on our network. I have a small team working on it and a group of independent testers.
The testers have been submitting incident reports for some time without any issue. However, as soon as I created Service Catalog items for them, their ability to submit Incident reports ceased.
- Ordinary users can submit Service Catalog requests but cannot submit Incident reports.
- Attempting to submit an Incident Report does not throw any exceptions. All appears to go according to plan, but no ticket is entered.
- Users with SDAdmin can submit both Incident reports and Service Requests.
- I created a user account and gave it the role of SDGuest. The user was able to submit both Incident and Service Catalog tickets. However, doing so consumes a tech licence which is unacceptable.
With respect to configuration of SDP:
- No custom Incident templates have been created. For reporting hardware or software faults, users will be using the default Incident template. Most tickets will be generated via Service Catalog.
- No changes have been made to the default incident template.