This section is common to the Professional Edition, Enterprise Edition [Central Server only] MSP Edition [Central Server only].
Each Technician accessing the helpdesk tool will have a set of permissions and tasks to execute in the application. These access permissions are termed as Roles in Servicedesk module. Multiple roles can be created and assigned to each technician based on the requirement. The roles for requesters are pre-defined and hence cannot be configured.
Login to IT360 console with the Username and Password of an Admin user.
Click on ServiceDesk tab in the header menu.
Click the Admin tab in the ServiceDesk module header pane.
From the Users - Roles Configuration wizard, click the Add New Role link to open the Add Role form (the below screenshot).
Enter the Role Name in the given text field. The Role Name has to be unique and is a mandatory field.
Enter a brief description of the role in the Description field.
Example: If you wish to provide full control permissions to the requests, inventory, contract and solutions module, then enable the check box below Full Control. This will automatically enable all the operations of the corresponding modules. You can provide add permission to the remaining modules by selecting the Add check box. Enabling the Add check box automatically enables the view permission.
The access permissions for request and purchase modules are further categorized and defined under Advanced Permission. Set the advanced permission for add, edit and delete operations by enabling the check box.
Adding/Editing Request Task: Permission to Add/Edit the request tasks.
Adding Requesters: Enabling this option will allow you to add new requesters on the fly while creating a new requests/problem/change. Adding requesters without this permissions pops up an error message stating "Requester Does not Exist".
Resolving Request: Permission to change a request status to Resolved.
Disabling Stop Timer: Permission to allow a requester to change the status of a request to OnHold.
Merging Requests: Enable this option to provide permission to merge two or more requests.
Closing Request: Permission to change a request status to Closed.
Modifying Due Time: Permission to change the Due By Time and also the First Response Time of a request.
Modify Resolution: Enable this option to provide permission to edit a resolution. On disabling this option, the technician can only add the resolutions for a request without a resolution entry.
Re-opening Request: Permission to change the status of the request to Open from the previous state.
Assigning Technicians: Permission to allow a technician to assign or re-assign a request to a technician.
Editing Requester: Permission to edit the requesters name while viewing the request.
Deleting Others Notes: Permission to edit/delete notes added by other users/technicians. If the option is disabled, then the technician can delete the notes added by him.
Deleting Others Time Entry: Permission to delete the Work order details entered by other users.If the option is disabled, then the Technician can only edit/delete his Work Order Entry.
Deleting Request Task: Permission to delete the request tasks of a request.
You can also choose to restrict the technician from viewing all the requests received by the application. To do this,select the corresponding radio button which will suit your need from the following:
All: The technician with this role can view all the requests and assets in Servicedesk module.
All in associated Site:The Technician can view the requests and the assets of all his associated sites. To associate the site to the technician refer Technician.
All in Group & assigned to him: The technician will be restricted to view all the requests of the Group to which he/she belongs and also those requests that are assigned to him/her.
Assigned to him: The technician will be restricted to view the requests that are assigned to
Example: A site has two groups, say Group1 and Group2. Adam is a technician associated to group1 with the privilege. All in group & assigned to him enabled in the role assigned to him. With this restricted view enabled, Adam can view all the requests in Group1and the requests assigned to him. He has the privilege to re-assign the requests to other technicians in his associated sites but once this is executed, the request will not be visible to Adam.
You can also provide permission to approve solutions in the role by enabling the check box beside Technician allowed to Approve solution. Thus the technician assigned with this role will be able to approve solutions.
Click Save. If you want to add one more Role, click Save and Add New button.
At any point, if you decide not to add the new role, then click Cancel to get back to the role list. Clicking the View List link on the top right corner of the add role form also takes you to the role list view.
From the Users - Roles Configuration wizard, click the edit icon beside the role name that you wish to edit. This opens the Edit Role form.
You can modify the name of the role, description, and the permissions associated with the role.
Click Save to save the changes. At any point, if you wish to cancel the operation that you are performing, click Cancel.
Even while editing a role, if you wish to add a new role, then click the Save and add new button. The Add Role form opens after displaying a message that the changes are saved.
From the Users - Roles Configuration wizard, click the delete icon beside the role name that you wish to delete. A confirmation dialog opens.
Click OK to proceed with the deletion. If you do not want to delete the role, then click Cancel.
Note: You cannot edit or delete the SDAdmin and SDGuest roles that are already defined in the application. They are the default administrator and requester roles defined.