Service Desk user roles

The out-of-box Service Desk user role descriptions use these security roles, application profiles, and capability words. In order to use Service Desk module, you must assign the appropriate user role descriptions to your personnel. If necessary, you can modify these user role descriptions or add new ones.

User Role

Security Roles

Configuration Management Profile

Request Management Profiles

Service Level Management Profile

Contract Management Profile

Capability Words

Service Desk Agent

default

SD agent/manager

service desk agent

DEFAULT

requestor

 

 

partial.key

problem management

query.stored

inventory management

change request

incident management

service desk

EditContacts

service catalog

Service Desk Manager

default

SD agent/manager

service desk manager

DEFAULT

requestor

 

 

partial.key

problem management

query.stored

inventory management

change request

incident management

service desk

EditContacts

SDAdmin

OCMQ

OCML

Self Service

default

self service

 

 

DEFAULT

 

service desk

svcCatEmployeeRequester

service catalog

change request