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Problems searching within the Safeguard Management Console

Syejack

Hi there,

I have recently set up some new helpdesk users on the Safeguard Management Console to enable them to perform recoveries for users.

They have all been given Recovery Officer and Helpdesk Officer rights but some of them are unable to search for machines or users within the console, the results just come up blank.  This is also the case for one of my support colleagues whom should have the same access rights as myself.

The helpdesk users use the web-based console but my colleagues and I use the console from the Server.

Could any one please help me to find out why these users would not be able to search for machines or users? 

Thanks,

Sye

:37949


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    Can anyone help at all? This is causing a major problem for us as it is preventing members of our Service Desk from fulfilling their roles.

    Sye.

    :37993
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    Hi Sye,

    Please can you ensure that the Web Help Desk officers have access to the domains/OUs you would like them to be able to see/access.

    Refer to the following article on how to do this:

    No Domain available for a Security Officer in the Management Center or on WebHelpdesk page

    http://www.sophos.com/en-us/support/knowledgebase/111794.aspx

    Kind regards

    Sabrina

    :38003
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    Hi Sabrina, Thanks for your reply. :smileyhappy:

    I have looked at the article that you supplied the link for but when I look to follow the steps I find that not all of the security officers are located in the list, in fact there are less than half showing there.  Also, they seem to be under a hierarchy from my account rather than from 'Security Officers'.

    Could that be part of the issue?

    Sye.

    :38007
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    Hi Sye,

    When you click on the 'Access' tab, you should see the list of Security Officers (SO). If there is a '+' sign next to some of the officers, you will need to expand this to view the SOs for whom the main SO is a superior officer. You can drag/drop SOs to the 'Access' section, define the access rights and save the changes.

    If the officers are Master Security Officers (MSO) then they will not appear in the list as MSOs have full access to the whole domain(s).

    If you are still experiencing an issue adding SOs to the 'Access' tab or cannot view any SOs, please contact Support and one of our advisors will assist you further.

    Kind regards

    Sabrina

    :38065
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    Hi Sabrina,

    Once again, thank you for your help.

    I have now managed to add all of the helpdesk officers that are required by my organisation.

    Part of my problem was that my rights to the console were not high enough to view everything that I required, I have now had my account promoted and have been able to complete my task.

    Thanks again. :smileyhappy:

    :38067
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