Hi Broderick,

I hope this message finds you well. Thank you for reaching out with your question about permissions. I'd be more than happy to assist you.

What can you do is to create a group only for the HR team and in the permissions tab of that group  “Enable group permissions” and further more the permissions “View Service Records that are assigned to” and “Create/Modify Service Records that are assigned to”.

Those 2 permissions will allow the users to modify the SRs.

Bellow I will attach some useful documentations:

1. https://documentation.sysaid.com/docs/user-groups
2. https://documentation.sysaid.com/docs/group-edit

If you need any further clarification or have additional questions, please don't hesitate to ask. We're here to help.

Best regards,

Hello 

I applied the changes you suggest and just wanted to clarify. We this functionality be available in past ticket or newly created tickets? It doesn’t seem to be working.. 

Hi Broderick,

For this to work the users from the HR team must be admins, if they are not admins (Administrators) of the environment they would not be able to access and edit the SRs. The SRs can’t be edited from SSP, in SSP the most that can be done is to add a note or upload some attachments so they would need to have access to the Admin Portal to edit the SR, and to have access to the admin portal they would have to be admins.

If you need any further clarification or have additional questions, please don't hesitate to ask. We're here to help.

Best regards,