Use > Service Desk > Security > Service Desk security areas

Service Desk security areas

Applies to User Roles:

System Administrator

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.