BMC Helix Remedyforce : Ticket layout  Self Service is Not Available for Staff

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    PRODUCT:

    BMC Helix Remedyforce Service Desk


    COMPONENT:

    Remedyforce Winter '15



    PROBLEM:

     

      Ticket layout feature on Remedyforce Self Service not available for Staff Users 

     


    SOLUTION:

    Root Cause: Staff user(s) did not have the correct permissions.

    Add the ServiceDesk Staff Permissions Set:
    1.Login to RF as Administrator | Click Setup | Click Users.
    2. Click the user whom the permission is to be granted | Scroll down to see Permission Set Assignments.
    3. Click Edit Assignment | Add the ServiceDesk Staff permissions set to Enabled Permission Sets.
    4. Login as the staff who had the problem.
    5. Verify Ticket Layout is available to the user in Self Service.


    Article Number:

    000209276


    Article Type:

    Solutions to a Product Problem



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