Request Management User Profile

Administrators assign user access privileges to enable Service Desk operators and others to use integrated Request Management functionality. The administrator often assigns these privileges by creating a user role and assigning that role to a group of users.

A typical user role would be Service Desk Agent. This role has indirect Request Management access. The typical privileges assigned to a user role would be requestor.

A Request Management user also has a profile that specifies security rights and approval groups.

The user profile controls the Request Management function access for users. The system administrator can assign the standard profile to a user, or establish user access with a unique profile.

The system administrator can specify user access for each of the three functional areas of Request Management or use one profile for access to all. If an operator has two profiles (such as one for the Quote area and another for All areas), the specific area profile takes precedence and overrides the All areas profile.

Generally, the standard user has minimal direct access to Request Management. This user has limited data views and limited options within the application. It is best to begin with a more restricted system and expand the options over time, rather than provide an open system and rescind permissions and accessibility to the product options at a later time.

Add a profile

Request Management profiles enable administrators to selectively assign access and security to users through the interaction of user roles and profiles. You can add Request Management profiles to the out-of-box profiles.

To add a new profile:

1. Click System Administration > Ongoing Maintenance > Profiles > Request Management Profiles.
2. In the Profile Name field, type the name of the new profile.
3. Select the applicable rights, forms, and request options for the profile, and then click Add.
4. If you do not complete all required fields, a series of screens opens. Continue to modify the record to create your new operator and group profile. After you complete each screen, click Save.
5. Click OK.
6. To apply this and other operator profile record group updates to the applicable group definition records, click More or the More Actions icon and select Rebuild Group.
7. Click Save to save your changes.

To use an existing profile to add a new profile:

1. Click System Administration > Ongoing Maintenance > Profiles > Request Management Profiles.
2. Use search or advanced search to find one or more records.
3. Select a profile from the list that most closely matches the profile you want to add.
4. In the Profile Name field, type the name of the new profile.
5. Select the applicable rights, forms, and request options for the profile.
6. Continue to modify the record to create your new operator and group profile.

7. Click Add.

   Caution Make sure that you do not click Save because doing so will replace the existing profile with the new profile you are attempting to add.

8. Click OK.
9. To apply this and other operator profile record group updates to the applicable group definition records, right-click in the form (for Windows clients only) or click More to select Rebuild Group.
10. Click Save to save your changes.

Edit a profile

As the System Administrator, you can edit Request Management profiles. You can edit settings, such as the basic options, alert options, and approval options.

To update a Request Management profile record:

1. Click System Administration > Ongoing Maintenance > Profiles > Request Management Profiles.

2. Add optional search criteria, and then click Search.

   A list of profile records opens.

3. Select a record from the list.
4. Review the restrictions for that profile and determine the exact restrictions or permissions you wish to enable for the user. Add or change the applicable information on the form.
5. When you are finished with your updates, click Save.
6. Click OK.

Related topics

Request Management overview
Add folder permissions to a security role