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 What products/services/CI´s are visible and can be set on an issue by a support user? Export knowledge base Export     SubscribeSubscribe      Show article info
On the product (CI) issue field you can define what should be visible to users, such as everything or just a certain CI type. 
When a support user logs into the support center he/she will be able select procucts/CI's if:
  • He/she has been set as a user on the product/service/CI
  • Products/services/CI's that are covered (set on) a contract assigned/set (owned by) to the company that he/she works on

 

The same rule applies for normal users that create an issue for a certain support user, i.e. you can only set valid products/services/CI's for that user, according to the rules above.

 


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