Thank you for the reply, that is a shame.Thanks,Annie
@Joakim Fransson is it possible yet to add custom fields to an assistant in Aurena? Many thanks,Annie
Hi Aruna, Thank you very much for your response it is much appreciated.Just to confirm, for me the Solution will always show regardless of whether it is marked “Approved” or not, as you can see in the attachment I sent previously. We do not use the IFS/ Text Search, it is the visibility for those who have access to the Global Solution screen itself which is our concern. Thank you for confirming the behaviour, it is just a shame that the access cannot be controlled. Many thanks, Annie
Thank you Aruna your help is very much appreciated!
Hi Aruna,Thank you for your response. I think our comments may have overlapped, this is related to internal Users only not Customer so the “Publish Type” has no affect on the access as far as I can tell. For context we have this set up using Support Organiations to control access because we have different companies all using our system, and need to be able define which internal users can see which Cases. The Support Organisation manages Case access perfectly (when using Local Case Type) but the Global Solutions seem open to all. I have attached some more detail which hopefully makes my query clearer. Many thanks,Annie
Hi Mithila,Thank you for your reply. Apologies I might not have been clear in the question I have asked. We have different Support Orgnaisations set up controlling which assignees can acess certain Cases which works well. However, if I create a Global Solution against a Case then everyone who has access to the Global Solutions screen has access to view it regardless of which Support Organisation it is linked to. If the User has edit access (required for their own global solutions) then they are able to edit other peoples solutions without error. Please note this relates to internal users so the “Publish Type” does not help us with our issue. Many thanks,Annie
Okay thank you for the reply André. Is IFS using this solution for their Case handling?
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