Configuring Roles

Each technician accessing the help desk tool will have a set of permissions to execute specific tasks in the application. These access permissions are termed as Roles in ServiceDesk Plus. Roles are defined based on the various modules in the application.

The Administrator has the privilege to create multiple roles and assign it to technicians based on the requirement. You can also view the list of technicians assigned to a particular role from the Role List View page.

Role List View page

The Roles List View page displays the list of default roles available in the application. You can perform actions such as, adding roles, editing and deleting roles, and viewing technicians assigned to a role.

The list of technicians assigned to a particular role can be viewed from the Role List View page by clicking View Technicians configured with this role

icon. This makes it feasible for the administrator to assign access permissions to technicians. To know more on viewing technicians assigned to a role, refer Viewing Technicians assigned to a Role.

The default roles (also known as System Roles) are pre-defined. The roles and their description is given in the tabular column below,

Roles	Description
AERemote Control	Role to perform Remote Control on workstations located remotely. This role should be combined with a role providing full control permission over the assets module.
Enable CMDB	Role to access the CMDB module. If a technician is provided with this role alone, then he would be able to view the Assets and the CMDB module. Apart from viewing the relationship map in the CMDB module, he would be able to Import CIs from a CSV file. If the technician is provided add, edit and delete permissions over the Assets module, then the same operations can be performed in the CMDB module for the CIs. To add attributes and relationships, the technician should be provided with add and edit permission over the assets module. Technician, without SDAdmin role, would not be able to setup the Configuration Item Types and Relationship Types in the Admin module.
SDAdmin	Role given to the administrator. The administrator has access over all the modules in the application. The administrator alone has the privilege to access the Admin module which is the key to operate the application.
SDChange Manager	Role to access the entire Change module and perform operations such as adding change, editing, deleting and assigning change to technicians. The SDChange Manager alone has the privilege to approve/reject a change. The Dashboard display widgets related to Change module such as, Change by Type, Approved Changes and Unapproved Changes. Technicians with this role can also view only their schedule in Schedule calendar.
SDCo-ordinator	Role to access the entire Request module and perform actions such as, creating incident/service requests, editing, deleting and performing all the actions over the requests. The Dashboard display widgets related to Requests module such as, Requests by Technicians, Open Requests by Priority, SLA Violation by Priority, Unassigned and Open Requests, SLA Violated requests and Requests Approaching SLA Violation. Technicians with this role can also view the Technician Availability Chart.
SDGuest	Role to access the application from self service portal. Technicians/Requesters with this role can only add requests and view solutions.
SDReport	This role, by default, provides permission to create and schedule survey reports alone. This role when combined with another role, allows the technician to access reports based on the modules enabled in the other role.
SDSiteAdmin	If Sites are configured in the application, the SDSite Admin role provides full control permission over his/her associated sites. The Site Administrator can configure all the Admin configurations pertaining to his/her site alone.

Note: The above seven default roles cannot be deleted. However, SDSiteAdmin Role can be edited to suit your organization's needs.

The following are the access permissions for the eight modules in the application:

Access Permissions	Description
View	View permission enables the technician to only view the selected module. They cannot perform any further operation.
Add	Add permission allows the technician to perform Add operation for the selected module. On selecting the Add option for a module, the View permission check box is automatically enabled. Note: If you have selected Add check box for request module, then the Add option under Advanced Permission - Request module is automatically enabled. Similarly, if Add check box is selected for purchase module, then the Add option under Advanced Permission - Purchase module is also enabled.
Edit	Edit permission enables the technician to perform Edit operation for the selected module. The technician cannot perform Add or Delete operation. However, on selecting the Edit option for a module, the View permission check box is automatically enabled. Note: If you have selected Edit check box for request module, then the Edit option under Advanced Permission - Request module is automatically enabled. Similarly, if Edit check box is selected for asset module, then the Edit option under Advanced Permission - Assets module is also enabled.
Delete	Delete permission allows the technician to perform Delete operation for the selected module. The technician cannot perform Add nor Edit operation. However, on selecting the Delete option for a module, the View permission check box is automatically enabled. Note: If you have selected Delete check box for request module, then the Delete option under Advanced Permission - Request module is automatically enabled.
Full Control	Selecting full control check box for a module automatically enables View, Add, Edit and Delete check box for that module. Full control allows the technician with full access over the selected module. If the selected module has Advanced Permissions, then those options are enabled automatically. Note: If an action is disabled in Advanced Permission, say, Adding Requesters under Request module, then Full Control permission for request module gets automatically disabled.

Example: If you wish to provide full control permissions over the requests, assets, contract and solutions module, then select Full Control check box beside these modules. This will automatically enable all the operations of the corresponding modules.

Set the advanced permission for Add, Edit and Delete operations by enabling any of the following check boxes.

Advanced Permissions	Description
Adding/Editing Request Task	Permission to Add/Edit the request tasks.
Adding Requesters	Permission to add new requesters on the fly while creating a new requests/problem/change. Adding requesters without this permission 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 change the status of a request to Onhold.
Merging Requests	Permission to merge two or more requests.
Closing Request	Permission to change the status of a request to Closed.
Modifying Due Time	Permission to change the Due By Time and also the First Response Time of a request.
Modify Resolution	Permission to add/edit a resolution for a request.
Re-opening Request	Permission to change the status of the request to Open from the previous state.
Assigning Technicians	Permission to assign/reassign requests to technicians.
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/her.
Deleting Others Time Entry	Permission to delete the Work Order details entered by other technicians. If the option is disabled, then the technician can only edit/delete his/her Work Order Entry.
Deleting Request Task	Permission to delete the request tasks of a request.

Note: For instance, if all actions under Advanced Permission Request - Edit are disabled, then the technician is allowed other edit permissions such as editing the request type, status, mode, level, urgency, priority, impact and category of the request.

At any point, if you decide not to add the new role, then click Cancel to get back to the role list. Click View List link to go back to the role list view page.

While editing a role, if you wish to add a new role, then click Save and add new button.

Advanced Permissions	Description
Adding New Product	Permission to add new products while creating a purchase order.
Adding New Vendor	Permission to add new vendors while creating a purchase order.

Advanced Permissions	Description
Scan Now	Permission to scan workstations from the workstation details page.