Words and Phrases
Roles
Service Management has built-in roles that are based on industry best practice recommendations. Large companies might have several people assigned to the same role. Smaller organizations might have multiple roles assigned to one person. Maintaining a role-based view of the organization makes sure that you adhere to the best practice model no matter who is assigned to the role or how you divide the responsibilities associated with the role. For example, if your company is large, you may have separate process designers and process owners assigned to each module. A smaller company might assign both roles to one person for each module.
Permissions are controls within applications. When assigned, they enable you to complete certain Service Management tasks, such as adding update information to a record. Permissions are an administrative strategy to control access to records and limit the number of people who can view, create, update, or delete records. Permissions to view particular data domains limit your ability to view only records that are tagged with those domains.
If you have development and production tenants, all configuration changes must be made on the development tenant. For more information about synchronizing the tenants, see Dev2Prod - How to synchronize your development and production tenants.
How to create a role
Service Management provides a robust set of roles that map to ITIL best practice recommendations. You can create new roles to meet the needs of your organization. After you create a new role, you can assign permissions to the role.
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From the , select Administration > Master Data > People > Roles.
- Click
Add at the top of the left pane. - Type a Name in the New role dialog box.
- Click OK or Add another. Service Management confirms that the new role is saved.
The new role has no default permissions. Your next step is to update the role with the specific permissions that you want the role assignee to have.
How to edit role permissions
New roles have no initial permissions. After you add a new role, you must assign specific permissions that are appropriate to the role. Occasionally, you might need to edit existing roles by changing existing permissions.
To update role permissions:
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From the , select Administration > Master Data > People > Roles.
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If necessary, expand any of the following sections to assign or change permissions.
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General
Permission Description Log into the application Login rights are the lowest level of permission granted. Access to application administration modules Permission to view administrative areas. Encryption domain administrator Permission to create encryption domains. Permission to create public reports Create public dashboard reports and charts. Permission to create public favorite views Save searches as public views and favorites. -
Security
To add authorization to access records in all data domains, select the View all data domains check box.
To add authorization to access records in specific data domains, click inside the text box and select the data domains that you want to include.
Note To delete a specific data domain from the list, click
.If a role that you are updating has permission to view all data domains and you want to change the permissions to view only specific data domains, first deselect the View all data domains check box and then select the specific data domains that you want to assign.
To grant permission to clear data from encrypted fields, select Permission to clear encrypted data.
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Record Type
Permission Description View Enables you to view records of the selected record type. Delete Enables you to delete records of the selected record type. Update Enables you to update records of the selected record type in the grid. Admin Enables you to update the selected record type in the records module. Create Enables you to create records of the selected record type. Comments Enables you to edit or delete any existing comments on records of the selected record type. -
To add permission to access a certain type of record:
- Click Add.
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Choose the record type from the list, and select the relevant permissions.
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Click OK. The new record type permission is displayed in the Record Type list.
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To remove a record type permission:
- Choose the record type from the list, and clear the relevant permission.
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Resources
Permission Description Create Enables you to create resources. Delete Enables you to delete resources. View Enables you to view resources. Update Enables you to update resources. -
To add permission to access a resource:
- Click Add.
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Choose the resource from the list, and select the relevant permissions.
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Click OK. The new resource permission is displayed in the Resources list.
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To remove a resource permission:
- Choose the resource from the list, and clear the relevant permission.
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Knowledge Management
Permission Description Import articles Retrieve articles from external sources. Publish articles to the Service Portal Enable self-service users to access knowledge articles. Update articles that are currently published in the Service Portal Make changes to published articles. Hide articles that are currently published in the Service Portal Remove published articles. -
Questions & Answers
Permission Description Ask questions Enables a Service Portal user to post questions in the portal. For more information, see How to authorize knowledge handling in the Service Portal. Answer questions Enables a Service Portal user to respond to questions posted in the portal. For more information, see How to authorize knowledge handling in the Service Portal. Moderate user questions and answers Enables the Knowledge Contributor, Knowledge Publisher, or Knowledge Administrator to respond to questions posted in the Service Portal, and to review answers for relevance or accuracy. For more information, see How to moderate Q&A. -
Live Support
Permission Description Be able to request chat support In the Service Portal, only a user with this permission can request an online chat. This applies in cases where chat support is otherwise available through the chosen offering. If a user does not have this permission, the request chat option is not displayed. -
On-Call Schedule
Permission Description Be able to access on-call schedule Only a user with this permission can view On-Call Schedule Management. If a user does not have this permission, the feature is not displayed. -
Change Management
Permission Description Can create emergency change Only a user with this permission can initiate an emergency change. Allows access to the change analytics module Only a user with this permission can access the change analytics module. Allows configuration of KPI goals and thresholds Only a user with this permission can configure KPI goals and thresholds. -
Service Portal administration
Permission Description Customize the look and feel of the Service Portal Only a user with this permission can change the Service Portal. -
Approvals
Permission Description Override approvals of Grant permission to override approvals for the following record types:
- Request
- Change
- Article
- Idea
- Proposal
- Release
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Service Asset and Configuration Management (SACM)
Permission Description Administrator Grant Service Asset and Configuration Management administration rights to the selected role. Advanced import Only a user with this permission can implement the advanced record import method. Allows view service modeling Only a user with this permission can view the Service Modeling link if the Service Management belongs to a suite SSO enabled account. -
On-Premise Bridge
Permission Description Administrator Grant On-Premise Bridge administration rights to the selected role. You can grant or remove access rights to complete endpoint tasks.
Endpoint Description UCMDB 10.20 and later Access the Universal Configuration Management Database (UCMDB) repository. Knowledge Indexing Submit knowledge articles for indexing to make them easily accessible to Service Portal end users. Email Integration Access the Service Portal via email, without logging in. Rest Executor 1.0 Access the REST API. Operations Orchestration 10.02 and later Integrate with Operations Orchestration. PPM Outbound Integration Send Service Management ideas and proposals to Project and Portfolio Management (PPM).
PPM Optimization Solver Optimize scenarios in the Project and Program Management module. LDAP Integration Access an LDAP server. -
Analysis
Permission Description Enable management of Hot Topic Analytics Grant permission to manage the stop list in Hot Topic Analytics. -
Tasks
Permission Description Ability to view all tasks Grant permission to view tasks assigned to all people.
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Click
Save on the toolbar.
You can delete any role.
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From the , select Administration > Master Data > People > Roles.
- In the left pane, select the role to be deleted.
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Click
Delete on the toolbar. Service Management displays a confirmation message. - Click OK to confirm the deletion.
How to assign a role to a user
You can assign one or more roles to a user in Service Management.
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From the , select Administration > Master Data > People.
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Select the user to whom you want to assign a role.
You can filter the list by clicking the Add filter
button, selecting Name, and typing the name of the user, or part thereof. Click the record identifier in the ID column to display the selected record. -
Click in the Role field under System use definitions. Service Management displays a list of available roles.
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Select one or more roles to assign to the user.
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Click
Save on the toolbar.
How to unassign a role from a user
You can selectively remove any role from any user.
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From the , select Administration > Master Data > People.
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Click Add filter
, select the Name field, and type the name of the user. Click the record identifier in the ID column to display the selected record. -
Click in the Role field under System use definitions. For any role that appears in the field, click
Delete to remove that role. -
If necessary, repeat the previous step to unassign other roles.
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Click
Save on the toolbar.
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