Assets on helpdesk ticket

[ds]

How can I limit the assets users will see when clicking on the assets concerning button? I've tried the Used By option under Assets from these relations are displayed. However, even though the AD grp is added as a Used By relation on assets (the user is in that AD grp) nothing shows up under All Assets when entering a ticket. A screenshot of the General Ticket settings is attached. Yes, I have tried User can select assets in the same location as checked and unchecked.

[DonMario73]

I have the same requirement and opened a ticket with support.  They told me that this feature is not supported and I should open a feature request.

When I define a Used By reation for a single user, the user can see the assets in the same location.

[ds]

Thanks for this. So, if the used by is a single user it works, but an AD group will not work? 

[DonMario73]

Hi again, today I receive the following reply from support:

"Unfortunately, the asset-to-user relations only work with real users and not with groups. Given that AD Groups can have multiple levels of recursion, this is not so straightforward to implement. It was never intended to work that way, so that would be feature request."

[DonMario73]

Yes, it only works when configuring a single user.  Not with an AD group.

[ErikT]

Hi @ds,

To limit the assets users will see there are only two settings found in the Configuration > General Settings tab > Helpdesk Settings > General settings. 

On that page, you can find the options under the Users Permissions.

[DonMario73]

Erik, in the ticket that I submitted to support I attached the following error message that randomly gets displayed when opening the AD group:

Currently using version 11.1.7.   There seems to be a bug.  Not a feature that is not supported according to the reply from support.

Case number is 00583637.  Will appreciate if you can check the issue.

Regards