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.

 

Note: Please note that Roles can be assigned to technicians alone. The Roles for requesters are pre-defined and hence cannot be configured.

 

To access Roles Configuration Wizard:

  1. Login to ServiceDesk Plus application using the Username and Password of a ServiceDesk Plus administrator.

  2. Click the Admin tab in the header pane.

  3. In Users block, click Role icon. The role list view page is displayed.

 

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.

 

Default Roles

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.

 


Contents


 

 Add a Role

To add a role,

  1. Click the Add New Role link.

  2. In the Add Role form, enter a unique name for the role in Role Name field. The Role Name is a mandatory field.

  3. Enter a brief description about the role in the Description field.

  4. Set the Access Permissions for the role by selecting the check boxes beside the access levels defined for each module of the application.

Access Permissions

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.

 

  1. The access permissions for modules Requests, Purchase and Assets are further categorized and defined under Advanced Permission.

Request FGA (Fine Grained Authorization):

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.

 

Scan FGA (Fine Grained Authorization):

 

Advanced Permissions

Description

Scan Now

Permission to scan workstations from the workstation details page.

 

Purchase FGA (Fine Grained Authorization):

 

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.

 

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.

  1. You can also choose to restrict technicians from viewing the requests, problems, changes and assets in the application. To do this, select the corresponding radio button in Technicians allowed to view,

    NOTE: Please note that the technician has permission to view Requests, Problems, Changes and Assets only if the View permission for these modules is enabled under Access Permissions.

  2. You can also provide permission to approve solutions by enabling the check box beside Technician allowed to Approve solution. The technician assigned with this role will be able to approve solutions.  

  3. Click Save button. The role is displayed in the list view page. If you want to add another 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. Click View List link to go back to the role list view page.

 

Edit a Role

To edit an existing role,

  1. In the Role List page, click the edit iconEdit Iconbeside the role name that you want to edit.

  2. In the Edit Role form, you can modify the name of the role, description, and the permissions associated with the role.

  3. Click Save to save the changes. At any point, if you wish to cancel the operation that you are performing, click Cancel.

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

 

Viewing Technicians Assigned to a Role

To view technicians assigned to a role,

  1. In the Role List page, click View Technicians configured with this Role icon .

  2. The Role to Technicians pop up appears listing the number of technicians configured with this role. The names of the technicians are also displayed.

 

Deleting Role

  1. In the Role List page, click the delete iconbeside the role name that you want to delete. A dialog box confirming the delete operation appears.

  2. Click OK to proceed with the deletion. If you do not want to delete the role, then click Cancel.

  3. If technicians are assigned with the role, then the Technician List is displayed in a popup window.

  4. You can notify the technician by selecting the technician and clicking Send Notification check box. The e-mail address of the technician appears in the To filed. You can add CC recipients for this notification, if required. Enter the Subject and Description. Click OK. The notification is sent to the technician.

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