Use > Service Desk (Streamlined Interaction) > Security > Service Desk security roles and settings

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.