Default ServiceDesk User Groups
The ServiceDesk provides default user groups. Each group has predefined permissions that the users inherit when you make them members of the group.
Administrators and users with the appropriate permissions can view all the default permissions in the Process Manager portal. They can also edit the permission information.
Group | Description |
|---|---|
Administrators | Contains the users who administer ServiceDesk. The Administrators group is granted all available permissions and can access all the tabs in the Process Manager portal. |
All Users | Contains all ServiceDesk users with valid accounts. All users can create requests, view and confirm their resolved incidents, access the knowledge base, and perform other common tasks. They can also perform other actions, which depend on what other groups the users belongs to. |
Application Users | |
Change Approvers | Contains the users who can approve changes. They are typically members of the change approval board (CAB). They can advise the change manager in the assessment, prioritization, and scheduling of changes. Change approvers can create incidents and problems, request changes, approve changes, and view and work tasks. They can also run reports, and submit knowledge base articles. |
Change Manager | Contains the users who orchestrate changes by assigning roles to change implementers. Change Managers have the final sign-off on changes. Change managers can create incidents and problems, request changes, approve changes, and view and work tasks, including the tasks that are assigned to others. They can also view all tickets, run reports, and submit knowledge base articles. |
KB Approvers | Contains the users who are assigned to approve knowledge base articles. KB (knowledge base) approvers can create incidents and problems, request changes, and work their assigned tasks. They can also view all tickets and edit the knowledge base entries. |
KB Editors | Contains the users who are assigned to review and edit knowledge base articles. KB editors can create incidents and problems, request changes, and work their assigned tasks. They can also view all tickets and edit the knowledge base entries. |
Problem Analysts | Contains the users who are assigned to work on problems. Problem analysts can create incidents and problems, request changes, and view and work tasks, including the tasks that are assigned to others. They can also view all tickets, run reports, and submit knowledge base articles. |
Problem Reviewers | Contains the users that are one level higher than Problem Analysts. These users have approval rights for problems, and review and implement problem resolution proposals submitted by Problem Analysts. Problem Reviewers can create incidents and problems, request changes, work tasks (including those assigned to others), view tickets, submit knowledge base articles , and run reports. |
Service Managers | Contains the users in the tier that is higher than ServiceDesk Technicians. Service Managers manage all of ServiceDesk. They receive emergency escalation and keep ServiceDesk running smoothly. They can also view all tickets, run reports, and submit knowledge base articles. Service managers can create incidents and problems, request changes, approve changes, and view and work tasks, including the tasks that are assigned to others. |
Support | Contains the ServiceDesk technicians. Users in this group view, work, and resolve incidents. Support users can create incidents and problems, request changes, and view and work incident tasks, including the tasks that are assigned to others. They can also view all tickets, run reports, and submit knowledge base articles. |