ManageEngine IT360 - Default Users and Roles

This document deals with managing default roles and users in ManageEngine IT360. The users and roles for each edition of IT360 differ, hence they are dealt in separate sections here.

I Default Roles

  1. Professional Edition | Enterprise Edition [Both Central Server and Probes]

  2. MSP Edition

II Default Users

  1. Professional Edition | Enterprise Edition [Both Central Server and Probes]

  2. MSP Edition [Both Central Server and Probes]

III Other Topics

IV A Few Important Points on Fine-Grained Configuration [of Users and Roles for ServiceDesk Module]


I Default Roles in IT360

IT360 offers a number of predefined Roles, by default. Once you add a new user, you can choose roles from among these predefined roles and assign the same to the user.

The below listed default roles are neither editable, nor can the user delete them.

1. Professional Edition and Enterprise Edition [Both Central Server and Probes]

The following tables give the list of Roles supported by the Professional edition, Enterprise edition - Central and Enterprise edition - Probe, repectively, in default. In addition, you may also create your own Roles using the Custom Roles option and associate the same with the Users. You can create more roles as per your requirement.

Professional Edition:

Roles Description of the Role
Administrator Role This role allows the admin to assign user to have unlimited administrative access to all the network devices, applications, servers and bandwidth monitors configured inside IT360. He has complete access over Networks, Servers, Applications and Traffic modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
Network Administrator This role allows the user to have unlimited administrative access to all the network devices, and bandwidth monitors configured inside IT360. He has complete access over Networks and Traffic modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
Network Operator This role allows the admin to assign user to have restricted access to all the network devices and bandwidth monitors configured inside IT360 as assigned by Admin. He has access over Networks and Traffic modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
SAN Administrator This role allows the user to have unlimited administrative access to all storage devices configured inside IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
SAN User This role allows the admin to assign user to have read-only access to all the storage devices configured inside IT360.
System and Applications Administrator This role allows the admin to assign user to have unlimited administrative access to all the servers and application monitors configured inside IT360. He has complete access over Servers and Applications modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
System Operator This role allows the admin to assign user to have restricted access to all the network devices, servers and application monitors configured inside IT360 as assigned by Admin. He has access over Networks, Servers and Applications modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
IT Administrator This role the admin to assign user to have unlimited administrative access to all the network devices, applications, servers and bandwidth monitors configured inside IT360. He has complete access over Networks, Servers, Applications and Traffic modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician, Reporter, POApprover and ChangeManager.
Guest Role This role has guest access, that is, a Read Only access to all the modules of IT360 with Requestor Role in ServiceDesk.
Operator Role This role allows the admin to assign user to have limited administrative access to the various modules (Networks, Servers, Applications, Traffic) inside IT360. The role allows the user to view specific components/business service as assigned by Admin. When logged into ServiceDesk the role assigned is that of a Requestor.
HelpDeskTechnician To know more about HelpDesk Technician, click here. [ this Role is applicable to Professional Edition and Central Server of Enterprise Edition alone and is NOT relevant / applicable to the Probe of Enterprise Edition]
HelpDesk Non Login Technician

This role is purely internal to the Administrator to enable create a non login technician in helpdesk module. This role does NOT provide any access to any of the IT360 modules [not even the helpdesk module].

[ this Role is applicable to Professional Edition and Central Server of Enterprise Edition alone and is NOT relevant / applicable to the Probe of Enterprise Edition]

HelpDesk Requestor To know more about HelpDesk Requestor, click here. [ this Role is applicable to Professional Edition and Central Server of Enterprise Edition alone and is NOT relevant / applicable to the Probe of Enterprise Edition]
Custom Roles In addition to the above default roles, you can create your own Roles.

Enterprise Edition - Probe:

Note: All Roles are same as in Professional, except the HelpDesk-Only Roles, which are not applicable here.

Roles Description of the Role
Administrator Role This role allows the admin to assign user to have unlimited administrative access to all the network devices, applications, servers and bandwidth monitors configured inside IT360. He has complete access over Networks, Servers, Applications and Traffic modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
Network Administrator This role allows the user to have unlimited administrative access to all the network devices, and bandwidth monitors configured inside IT360. He has complete access over Networks and Traffic modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
Network Operator This role allows the admin to assign user to have restricted access to all the network devices and bandwidth monitors configured inside IT360 as assigned by Admin. He has access over Networks and Traffic modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
SAN Administrator This role allows the user to have unlimited administrative access to all storage devices configured inside IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
SAN User This role allows the admin to assign user to have read-only access to all the storage devices configured inside IT360.
System and Applications Administrator This role allows the admin to assign user to have unlimited administrative access to all the servers and application monitors configured inside IT360. He has complete access over Servers and Applications modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
System Operator This role allows the admin to assign user to have restricted access to all the network devices, servers and application monitors configured inside IT360 as assigned by Admin. He has access over Networks, Servers and Applications modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
IT Administrator This role the admin to assign user to have unlimited administrative access to all the network devices, applications, servers and bandwidth monitors configured inside IT360. He has complete access over Networks, Servers, Applications and Traffic modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician, Reporter, POApprover and ChangeManager.
Guest Role This role has guest access, that is, a Read Only access to all the modules of IT360 with Requestor Role in ServiceDesk.
Operator Role This role allows the admin to assign user to have limited administrative access to the various modules (Networks, Servers, Applications, Traffic) inside IT360. The role allows the user to view specific components/business service as assigned by Admin. When logged into ServiceDesk the role assigned is that of a Requestor.
Custom Roles In addition to the above default roles, you can create your own Roles.

Enterprise Edition - Central:

Note: All Roles are same as in Central, except the Network Administrator and Network Operator roles which are not applicable here, and the Help Desk Roles which are applicable here.

Roles Description of the Role
Administrator Role This role allows the admin to assign user to have unlimited administrative access to all the network devices, applications, servers and bandwidth monitors configured inside IT360. He has complete access over Networks, Servers, Applications and Traffic modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
SAN Administrator This role allows the user to have unlimited administrative access to all storage devices configured inside IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
SAN User This role allows the admin to assign user to have read-only access to all the storage devices configured inside IT360.
System and Applications Administrator This role allows the admin to assign user to have unlimited administrative access to all the servers and application monitors configured inside IT360. He has complete access over Servers and Applications modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
System Operator This role allows the admin to assign user to have restricted access to all the network devices, servers and application monitors configured inside IT360 as assigned by Admin. He has access over Networks, Servers and Applications modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician.
IT Administrator This role the admin to assign user to have unlimited administrative access to all the network devices, applications, servers and bandwidth monitors configured inside IT360. He has complete access over Networks, Servers, Applications and Traffic modules of IT360. When logged into ServiceDesk, the role assigned is that of a Technician, Reporter, POApprover and ChangeManager.
Guest Role This role has guest access, that is, a Read Only access to all the modules of IT360 with Requestor Role in ServiceDesk.
Operator Role This role allows the admin to assign user to have limited administrative access to the various modules (Networks, Servers, Applications, Traffic) inside IT360. The role allows the user to view specific components/business service as assigned by Admin. When logged into ServiceDesk the role assigned is that of a Requestor.
HelpDeskTechnician To know more about HelpDesk Technician, click here. [ this Role is applicable to Professional Edition and Central Server of Enterprise Edition alone and is NOT relevant / applicable to the Probe of Enterprise Edition]
HelpDesk Non Login Technician

This role is purely internal to the Administrator to enable create a non login technician in helpdesk module. This role does NOT provide any access to any of the IT360 modules [not even the helpdesk module].

[ this Role is applicable to Professional Edition and Central Server of Enterprise Edition alone and is NOT relevant / applicable to the Probe of Enterprise Edition]

HelpDesk Requestor To know more about HelpDesk Requestor, click here. [ this Role is applicable to Professional Edition and Central Server of Enterprise Edition alone and is NOT relevant / applicable to the Probe of Enterprise Edition]
Custom Roles In addition to the above default roles, you can create your own Roles.

2. MSP Edition [Both Central Server and Probes]

Role Management is not applicable / relevant to MSP Probe, and this implies you do not have the option to create Custom Roles. However, the default Roles, that is, Administrator, Power User, Customer, Operator are available and can be used to associate while creating Users.

The following table gives the list of Roles supported by the MSP Edition, in default. In addition, you may also create your own Roles using the Custom Roles option and associate the same with the Users. You can create more roles as per your requirement.

MSP Edition [Central]:

Roles Description of the Role
Administrator This role has Admin access accross all the modules configured inside IT360, with Technician role in ServiceDesk.

Power User

This role allows a user to have Read-Only access to all the components in all the modules of IT360, with Technician role in ServiceDesk.
Operator

This role allows a user to have Read-Only access for the Selected BSGs or Selected Customer(s), with Technician role in ServiceDesk.

Note: In the case of Selected BSGs (Business Service Groups), all the BSGs created in IT360 will be listed. You can select the BSGs, for which that particular user should have privilege, from the list.

Partner

This role alows a user to have Read-Only access to a selected Reseller with Requester role in ServiceDesk.

Customer This role allows a user to have Read-Only access for the Selected Customer, with Requester role in ServiceDesk.
HelpDesk Technician This role has only Technician role, assigned in ServiceDesk module. To know more about HelpDesk Technician, click here. [This Role is applicable to MSP Edition - Central Server alone, and is Not relevant / applicable to the Probe Server - MSP Edition]
HelpDesk Requestor This role has only Requestor role, assigned in ServiceDesk module To know more about HelpDesk Requestor, click here.[This role is applicable to MSP Edition - Central Server alone, and is Not relevant / applicable to the Probe Server - MSP Edition]
HelpDesk Non Login Technician

This role is purely internal to the Administrator to enable create a non login technician in helpdesk module. This role does NOT provide any access to any of the IT360 modules [not even the helpdesk module].

[This role is applicable to MSP Edition - Central Server alone, and is Not relevant / applicable to the Probe Server - MSP Edition]

Custom Roles In addition to the above default roles, you can create your own Roles.

MSP Edition [Probe]:

Roles Description of the Role
Administrator This role has Admin access accross all the modules configured inside IT360, with Technician role in ServiceDesk.

Power User

This role allows a user to have Read-Only access to all the components in all the modules of IT360, with Technician role in ServiceDesk.
Operator

This role allows a user to have Read-Only access for the Selected BSGs or Selected Customer(s), with Technician role in ServiceDesk.

Note: In the case of Selected BSGs (Business Service Groups), all the BSGs created in IT360 will be listed. You can select the BSGs, for which that particular user should have privilege, from the list.

Partner

This role alows a user to have Read-Only access to a selected Reseller with Requester role in ServiceDesk.

Customer This role allows a user to have Read-Only access for the Selected Customer, with Requester role in ServiceDesk.

II Default Users in IT360

IT360 supports certain default users, which are listed below for each edition. You can also add custom users.

1. Professional Edition and Enterprise Edition [Both Central Server and Probes]

The following table gives the default User types available in Professional and Enterprise Editions.

Users Description of the User
admin All users logging into IT360 as admin are given all the administrative privileges to work with the tool.
guest All users logging into IT360 as guest will have Read-Only access (by default) to all the business service created within IT360.

2. MSP Edition [Both Central Server and Probes]

The following table gives the default User types available in the MSP Edition - Central Server.

Users Description of the User
admin All users logging into IT360 as admin are given all the administrative privileges to work with the tool.

Note: Features related to Importing Users from AD and AD Authentication are not applicable / relevant to Users at the Probe level, and hence not discussed here.


III Other Topics

1. Importing Users from Active Directory and assigning Roles

i) Professional Edition, Enterprise Edition and MSP Edition [Both Central Server and Probes]:

You may also import Users directly from your Active Dirtectory and update / sync the same at predefined intervals. By default, these imported Users are assigned a [help desk] Requestor Role. You may change their Roles as required.

2. Creating Custom Users

i)Professional Edition, Enterprise Edition and MSP Edition [Both Central Server and Probes]:

In addition to the defalut Users, IT360 allows you to create your own Users - a "Quick Wizard" kind of a feature where you may add a User and assign a Role instantaneously.

3. Using AD Authentication for logging into IT360

i) Professional Edition, Enterprise Edition and MSP Edition [Both Central Server and Probes]:

You may also allow your login Users with various Roles to login using the AD Authentication mechanism. They can use their AD domain password to log into IT360. [Obviously, this works only for Users who are already imported from the AD into IT360 database. In case, if this feature does not work for a given User(s), try to sync / keep up-to-date, the AD Users with that of the IT360 database].


IV Few important points on fine-grained configuration of Users and Roles for the ServiceDesk Module

User and Role management in monitoring module of IT360 is exhaustive and sufficient from a monitoring perspective. The same takes effect in the service desk module also, with a Requestor Role or a Technician Role. However, in addition to this, the service desk module has its own Role Management and this offers customising the Technician Role to a very high level of granularity [enforced and applicable for its own ITIL modules]. So, in effect, you create a User / Role in the monitoring module of IT360 and then go to the service desk module to customise the Role further [if you feel that the Role requires a modified access or a higher level of granularity for its ITIL modules].

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