Configuring Roles

 

ManageEngine SupportCenter Plus can be accessed by different people of your organization. Those who access the application will have a defined role and hence have a defined set of tasks to execute. SupportCenter Plus allows you to configure the roles and assign these roles to each and every user of the application.

 

To open the role configuration page

  1. Log in to the SupportCenter Plus application using the user name and password of a SupportCenter Plus administrator.
  2. Click the Admin tab in the header pane.
  3. In the Users block, click the Role icon. The next page displays the available list of roles. You can add, edit, or delete roles.

Add Role

 

To add a role

  1. Click the Add New Role link available at the top right corner of the Role List page.
  2. In the Add Role form, enter the Role Name. This field cannot be empty and needs to be unique.
  3. Set the access permissions for the role. To set the access permission, just select the check boxes beside the access levels defined for each of the modules of the application. For example, if you want to provide add permissions for the account and solution modules and only view permissions for the request module, select the check box below Add against the Accounts and Solutions modules. For the request module, select the check box below View. Selecting the Add check box automatically enables view permissions also.
  4. You can also choose to restrict the support rep 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:
  5. Enter the description for the role you are adding.
  6. Click Save.

If you want to add more just one role, then instead of clicking Save, click Save and add new button. This adds the new role and reopens the add role form after displaying a message for the addition of the role.

 

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 will also take you to the role list view.

 

Edit Role

 

To edit an existing role

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

Even while editing a role, if you wish to add a new role, click the Save and add new button instead of clicking Save button after making the changes. The Add Role form opens after displaying a message that the changes are saved.

 

Delete Role

  1. In the Role List page, click the delete iconbeside the role name that you wish to delete. A confirmation dialog is opened.
  2. 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 contact roles defined.

 



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