Control Access to Service Desk Actions

This article contains the following topics:

As an administrator, you can control the ability of users to access various actions within each workspace or navigation menu. For example, you can manage permissions to the Create Incident action from My Tickets workspace or Add to Knowledge base action on a ticket for a support group.

Note: The Self-Service license users can view only a few navigation menu options and actions.

Considerations

You can manage permissions for a toolbar option for contacts, support groups, and roles.
You can manage toolbar options for all five Ticket Types, Configuration Items, and Knowledge Base Articles.
The Is SSU Viewable check box on the toolbar action indicates whether the end users can view the selected action.
You can assign the permissions to a toolbar option for the Self-Service license holders.
A toolbar action can be related to multiple forms.
You cannot create, update, or delete the toolbar actions.
If you modify the access to a toolbar action for certain users, the modification affects all their existing records too. For example, if you have enabled permission to the Ticket Toolbar menu item Add to Knowledgebase then this option becomes available to the user for all existing and new tickets to which the menu item is related.

Managing Access to Actions

Follow these steps:

Navigate to MANAGE, ADMINISTRATION, Tools, Toolbars to view the existing toolbar actions and navigation menus.
Note: You can view selective toolbars by using the filters. Click the Filter By Form label to apply filters to the existing toolbar options.
Assign Permissions: To assign permissions for the toolbar to selected contacts, support groups, and roles, click the Permissions tab.
Click Apply Changes.

Note: The administrator group has access to all toolbars and navigation menu items by default. You cannot disable the permissions for this group.