Setting up Roles

You can create roles that appear within the application role lists, such as when defining a quick action. New roles do not appear in the main login drop-down list. Therefore, users must be associated with one of the default roles before they can be linked to a created role.

You can create and configure a custom Self Service role with required permission, do the following:

You can select a different logo for any role. By default, each role uses the original logo defined for the application.

You can define external links to be visible at the top of the pages in the Self-Service Portal. For example, you can direct customers to pages to download software updates or to access an external Knowledge Base.

In Neurons for ITSM, the top-level tabs contain user interfaces available to the user upon logging in. These user interfaces are also known as workspaces. User interfaces, shown as additional tabs at the top of the Service Desk Console, combine forms for recording information for your company, the dashboards that display the compiled metrics, and their controls.

For example, an Incident Manager can view a Home tab containing several dashboards displaying metrics for incidents according to status and ownership. In addition, the Incidents tab contains a list that lists existing incidents, a record display area with details for a selected incident, and a toolbar allowing the Incident Manager to create a new incident, change its status, or take additional actions.

For more information on editing options in Top Level Tabs, refer to Configuring Workspace Options.

Specify the view for a role view and read-access rights for business objects. Unlike regular business object permissions, the Object Permissions workspace allows you to apply data-segregation security constraints. You can specify security rights based on the data and relations within the business object and within the business object of the current user.

For example, administrators may be able to view and modify data in any record, while members of the support role may not be able to view private information such as a social security number.

Use Case 1

Let's consider a scenario where, an HR Recruiter user should be able to view HR Cases related only to Recruitment and HR Operations team and not core HR functions.

Now, an HR Recruiter role can only access cases that are assigned to the Recruitment and HR Operations team.

Use Case 2

Let's consider another scenario where, a Self Service user should be able to view service tickets and incidents that are submitted only by them and no other users' service tickets or incidents should be listed in their My Items.

Now, a Self Service role can only view service requests and incidents submitted by the logged in user, unlike for a Service Desk user where you would want all service requests, and incidents to be displayed.

You could also define access permissions to Service Desk users where, Service Desk Analyst user role can only view and handle tickets and incidents of a certain category or of a certain timezone.

You can assign default permissions for sharing items with other roles. By publishing permissions, you can define dashboards, quick actions, or searches within one role and allow assigned users to share them with another role.

You can assign the ability to link a role to another user. For example, a Service Desk Manager may need the ability to assign supporting roles within the service organization, such as Service Desk Analyst.

You can delete any role, including Neurons for ITSM default roles.

Do not delete the administrator role, as this could prevent access to the Configure Console.

You can create a copy of an existing role. For example, you could clone the basic settings for a Service Desk Analyst, then customize the role by changing its associated dashboards or security settings.

The new role appears in the role list.

For information on adding users to a role, or linking and unlinking users, refer to Linking Roles to an Employee.

You can view a list of users assigned to a specific role by doing the following: