Use > Service Desk > 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

Tip If you have upgraded from a previous version of Service Desk, which is not Process Designer based, see Service Desk security profiles mappings for more information about the mappings between the legacy Service Desk profiles and the current Process Designer security roles.

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.

Related topics

Service Desk user roles