Help Desk Roles

    A help desk role is a set of tasks. It decides which tabs and features a help desk technician can use in SecureAI. On this page you create your own roles and manage the ones you already have.

    How it works

    A role is built by selecting what it grants across the four areas of the product: Governance, Access Protection, Reports, and Administration. Selecting an area grants all of it, or you select only the features you need. Some features go one level deeper: click the add icon beside the feature to open its Properties, then select only the actions the role should allow, so a technician can be given exactly what their job requires and nothing more.

    Once created, a role is available in Select Roles when you add a technician, and in Help Desk Roles when you edit one. SecureAI also provides system-defined roles, which cannot be modified or deleted. A role that is currently assigned to a technician cannot be deleted either, so remove it from those technicians first.

    Prerequisites

    • Delegated access to the Help Desk Roles tab in SecureAI.

    Steps to create a help desk role

    1. Go to Delegation > Help Desk Delegation > Help Desk Roles.
    2. Click + Create New Role.
    3. Enter the Role Name, and a Description that explains what the role is for.
    4. Select what the role grants:
      • To grant all permissions in a tab, select the check box on the Governance, Access Protection, Reports, or Administration tab.
      • To grant specific permissions, select the check boxes of the individual features the role needs.
      • To limit a feature to specific actions, click the + icon beside the feature and select the actions under Properties.
    5. Click Save.

    Steps to manage help desk roles

    1. Go to Delegation > Help Desk Delegation > Help Desk Roles.
    2. Review the list. Each role shows its Role Name, Description, and the Associated Technicians currently holding it.
    3. To see or change what a role grants, click the role name, or click the edit icon in the Action column.
    4. To build a new role from an existing one, click the copy icon and adjust the copy.
    5. To remove a role, click the delete icon.
    6. To save the list, use Export As.

    Note: System-defined roles cannot be modified or deleted, and a role assigned to one or more technicians cannot be deleted until it is removed from them.