Security

The topics in this section explain the Service Desk security roles, security areas, and rights.

Setting rights to interactions

The Service Desk Manager can set rights to interactions using the role-based security. The Service Desk and Service Desk Configuration areas contain default security rights and settings. The rights are copied to new roles created for these areas. However, the settings are inherited only if there are no settings specified on the roles.

Service Desk security areas

The security areas for Service Desk are Service Desk and Service Desk Configuration. These areas contain the default security rights and settings for Interactions in the Service Desk module. The security right settings will be inherited by the new roles created in an area when no settings are specified in the security role.

These security areas are used to set permissions to operators to provide access to particular area of Service Desk. For example, for the Service Desk Analyst security role, set rights as View for the Service Desk area. Then, an operator with this security role can only view the Service Desk items under Service Desk module. The following table lists the areas and the relevant Service Desk menu items the operators can access.

Area	System Navigator menu items for this area
Service Desk	This area contains the default security rights and settings for Service Desk requests in the Service Desk module. For example, Create New Interaction, Interaction Queue, and Search Interactions.
Service Desk Configuration	This area contains the default security rights and settings for Service Desk administration and configuration, which are dedicatedly used by Service Desk module. For example, Settings and Interaction Categories. Note When you set the security rights for a security role in the Service Desk Configuration area: The View right is to view the settings defined in the Administration menu and the Configuration menu. The Update right is to update the values of existing settings defined in the Administration menu and the Configuration menu. The New and Delete rights are to create and delete a setting in the Configuration menu, such as category. The Admin right is to add, edit, or delete the settings in the Administration > Settings menu.

Default rights

The default rights defined in areas will be inherited when you create new security roles. The following table shows the out-of-box default rights defined in the Service Desk and Service Desk Configuration areas.

Area Name	View	New	Update	Delete/Close	Expert	Admin
Service Desk	TRUE	FALSE	Never	Never	FALSE	FALSE
Service Desk Configuration	FALSE	FALSE	Never	Never	FALSE	FALSE

Default settings

The default settings defined in areas will be inherited when you create new security roles. In an out-of-box system, none of the default settings is checked or set in the Service Desk and Service Desk Configuration areas.

Service Desk security roles and settings

The out-of-box security roles for the Service Desk module include the following:

• service tech
• service desk agent
• service desk analyst
• service desk manager
• self service
• approver
• service desk process owner

Mapping between previous security profiles and current PD security roles

The following table lists the mapping relationship between previous Service Desk security profiles and current PD security roles in the Service Desk module.

Security Profile	Security Role/Area
DEFAULT	DEFAULT/Service Desk
approver	approver/Service Desk
helpdesk tech	helpdesk tech/Service Desk
initiator	initiator/Service Desk
self service	self service/Service Desk
service desk agent	service desk agent/Service Desk
service desk manager	service desk manager/Service Desk
sysadmin	sysadmin/Service Desk
N/A	service desk analyst/service desk process owner/Service Desk

Field mapping between security profiles and PD security rights/settings

The following table lists the mapping of fields in legacy Service Desk security profiles and Process Designer security roles.

Security profile settings	Process Designer security rights and settings
New	New
Close	Delete/Close
Update	Update
View	View
Can notify
Alternate views
Advanced Search
Template Mass Update	Expert
Complex Mass Update
Approval groups	Approval Groups
Allowed Statuses	Allowed Statuses
Can Create Personal Views	Can Create Personal Views
Can Create System Views	Can Create System views
Lock on Display	Lock on Display
Modify Templates	Modify Templates
Delegate Approvals	Can Delegate Approvals
Initial view	Initial View
List Format	List Format
Manage Format	Manage Format
ESS initial format	ESS initial format
ESS edit format	ESS edit format
ESS search format	ESS search format
ESS list format	ESS list format
Default Template	Default Template
Append query	Append query
New Thread: View -> Search	New Thread: View -> Search
New Thread: Search -> List	New Thread: Search -> List
New Thread: List -> Edit	New Thread: List -> Edit
New Thread: View -> Edit	New Thread: View -> Edit

Out-of-box role rights

Based on the mapping rules, the rights and settings in previous security profiles are mapped to the rights and settings in the Service Desk area specified in the corresponding security roles. See the table below for the out-of-box security rights of the new security roles in the Service Desk area and the Service Desk Configuration area. This table only lists the new security roles that have different settings with the default rights.

Area Name	Role Name	View	New	Update	Delete/Close	Modify Template	Expert	Admin
Service Desk	service desk analyst	TRUE	TRUE	Always	Always	FALSE	TRUE	FALSE
	service desk manager	TRUE	TRUE	Always	Always	TRUE	TRUE	FALSE
	service desk process owner	TRUE	TRUE	Always	Always	TRUE	TRUE	TRUE
	system administrator	TRUE	TRUE	Always	Always	TRUE	TRUE	TRUE
Service Desk Configuration	service desk manager	TRUE	TRUE	Always	Always	FALSE	FALSE	FALSE
	service desk process owner	TRUE	FALSE	Never	Never	FALSE	FALSE	FALSE
	system administrator	TRUE	TRUE	Always	Always	TRUE	TRUE	TRUE

For information about the out-of-box role rights in the Common Configuration area, see Out-of-box role rights in the Common Configuration area.