In the "Customer Service Issues" (section 2.D.8 page 15) documentation I followed the instructions on how to create a tickler group and assigned users from multiple security groups, in order to override tickler assignment constraints. I want to be able to assign ticklers from one user in a security group to another user in a differenct security group. After following these steps I removed my managerial rights to test to see if regular users, who are members of this newly created group can assign each other ticklers. Sadly it does not work.
Please advise,
Fred Reissig
Hi Fred,
Did you assign those users as "managers" of that group? If not you need to do that as well in the security module.
Hi, Ryan,
Thank you for your reply.
I made them “managers” of the Tickler group. To be clear you are saying they also need to be made managers of the security module, in which the tickler is created?
Many thanks,
Fred
Just an update. I made one of my colleagues a "manager" of the Ticketing group. I made myself a "manager" of the Development group. I assigned a tickler to that colleague. It does not show up in her tickler window.
I am new to the tickler assignment issue and am becoming frustrated. I assigned a tickler to a user, who also has manager rights in the same group. The tickler does not show with the other user. Do ticklers have to be created in conjunction with a Customer Service Issue creation?
The users need to be assigned as managers to the tickler group that you set up according to the documentation, they do not need to be managers of their normal security group.Ticklers can be assigned via CSI's, ticklers or solicitation tasks and should all show up in the tickler window.Now, this is only true if the tickler in question is within the "warn days" in relation to the complete by date on the tickler or if you advance the "show as of" date on the view ticklers screen to include the completed by dates.Check the tickler you assigned and make sure the "warn days" is set high enough in relation to the complete by date to trigger the tickler to pop up.
Thanks again for your input. I will check into it fresh of mind first thing tomorrow morning. I will post my results then.
Regards,