Security Examples
Allowing Users to View Incidents
To allow a user to view an incident that he has created and that has been assigned to a Service Desk Analyst, do the following:
- From the Configuration Console, click Configure > Users and Permissions > Roles and Permissions to display the Roles and Permissions workspace.
- Click Service Desk Analyst.
- Click the Object Permissions tab.
- Find the incident object name and click Edit under the Access column. The ServiceDeskAnalyst accessing Incident page opens.
- Click the add icon to add a table row for adding a case.
- Select View from the drop-down list.
- Select CreatedBy as the first operator to constrain from the drop-down list.
- From the next drop-down list, select is as the first negation.
- From the next drop-down list, select equal to as a matching value.
- Enter $(CurrentLoginId()) in the last field.
Security Example: Allowing Users to View Incidents
- Click Update to save your changes. The display changes to read:
View records where
Incident's CreatedBy is equal to $(CurrentLoginId())
Upon logging in to the Self-Service Portal, the incident list displays any incident he has created as a view-only entry.
Allowing Service Desk Analysts to View Incidents
To allow Service Desk Analysts to view and update their created incidents through their lifecycles, do the following:
- From the Configuration Console, click Configure > Users and Permissions > Roles and Permissions to display the Roles and Permissions workspace.
- Click Service Desk Analyst.
- Click the Object Permissions tab.
- Find the incident object name and click Edit under the Access column. The ServiceDeskAnalyst accessing Incident page opens.
- Click the add icon to add a table row for adding a case.
- Select Update and View from the drop-down list.
- Select Employee (via IncidentOwnerEmployee) as the first operator to constrain from the drop-down list.
- Leave the next drop-down list blank.
- From the next drop-down list, select is as the first negation.
- From the next drop-down list, select the logged-in user as a matching value.
- Click Update to save your changes. The display changes to read:
Update and view records where
Incident's [Employee#.Owner] is the logged-in user
Upon logging in as a Service Desk Analyst, the incident list displays only the incidents assigned to that Service Desk Analyst.
Allowing Service Desk Managers to View Incidents
To allow a Service Desk Manager to update and view incidents created by himself and any subordinates, do the following:
- From the Configuration Console, click Configure > Users and Permissions > Roles and Permissions to display the Roles and Permissions workspace.
- Click Service Desk Manager.
- Click the Object Permissions tab.
- Find the incident object name and click Edit under the Access column. The ServiceDeskManager accessing Incident page opens.
- Click the add icon to add a table row for adding a case.
- Select Update and View from the drop-down list.
- Select Employee (via IncidentOwnerEmployee) as the first operator to constrain from the drop-down list.
- Leave the next drop-down list blank.
- From the next drop-down list, select is as the first negation.
- From the next drop-down list, select the logged-in user as a matching value.
- Check or the logged-in user's subordinates.
- Click Update to save your changes. The display changes to read:
Update and view records where
Incident's [Employee#.Owner] is the logged-in user (or the logged-in user's subordinate)
Upon logging in as a Service Desk Manager, the incident list displays the incidents created by the Service Desk Manager and any employees listed in the reporting hierarchy.