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.