Access Management

This section helps you control the access rights of users and groups.

Enable Organization-Based Security   

A support organization provides services to multiple organizations. In such situations, the tickets that originate from each organization must be isolated from the others for security reasons. Permissions are set at the application level.  For more information, see Enable Organization-based Security.

Manage User Access

Serviceaide Intelligent Service Management allows to manage user access through licenses, permissions, navigation menus and toolbars, organization based security, and effect of record status on its availability. For more information, see Manage User Access.

Control Access to Service Desk Actions

Access to administration or other business critical functions must be allowed to selected users only. As an administrator, control the tasks that a user is allowed to perform on a particular form. 

Intelligent Service Management offers the following three types of user actions in the application:

• Standard Actions or toolbar actions like Create New, Create Request, Copy to New, Close, and Print. Standard actions are related to the workspace and appear under the Service Desk category of the Actions drop down. You can control access to these actions through MANAGE, ADMINISTRATION, Tools, Toolbars.
• Workflow Actions like Take Ownership, Assign to Group, Submit for Approval, Approve for Implementation, Resolve Incident, and Set Pending Customer. Workflow actions are ticket-specific actions applicable during the ticket lifecycle. The workflow actions appear under the Workflow category of the Actions drop down.
• Navigation Menu Actions like Knowledge Management, and Adhoc Reports. The administrator controls access to the Navigation Menu Actions.

For more information, see Control Access to Service Desk Actions.

Manage Access to Navigation Menus and Workspaces

A user requires access to some of the application features to perform the tasks that are associated with the assigned role. The least possible access rights assignment restricts the users from accessing the required application functions. The maximum access rights allocation exposes business critical information and poses a risk to the organization. For more information, see Manage Access to Navigation Menus and Workspaces.

Manage Toolbars

You can control a users ability to access various actions within a workspace or navigation menu options. The toolbar options are used to execute various actions on forms such as tickets, configuration items, and knowledge articles. 

For example, you can manage permissions to the Create Incident action from the Ticket Center workspace. Changing the permissions for available items in the toolbar reflects on all existing and new records. For example, you can give permissions to the ticket actions menu item Add To Knowledgebase. You can make the option available for all existing and new tickets to which the menu item is related.

The following actions are available from the Toolbars form:

• View and filter the list of toolbar items.
• View details of a toolbar option in Read only form.
• Manage (grant or revoke) permission for a toolbar option for contacts, support groups, and roles.

Considerations

• You can assign permissions to the end users for the toolbar actions that have the Is SSU Viewable option selected. 

Manage Toolbars

Follow these steps:

1. Navigate to MANAGE, ADMINISTRATION, Tools, and click Toolbars.
2. Click a Toolbar Name in the list and modify its values if necessary.
   More than one Toolbar Item can exist with the same Toolbar Name. The Related To Form field displays the form the toolbar item is related to.
3. Click the Permissions Tab and click Manage Permissions.
4. Select the support groups or roles you want to assign permissions to, click Add, and then click Save Permissions.
   Note: The Administration group has permissions for all actions and records. You cannot disable permissions for this Group.

Manage Access to Create and Edit Contact Profile

As an administrator, you decide who can edit contacts from a ticket tab. Contacts are end users who submit tickets. You can allow all analysts to have access to the create and edit feature. You can also restrict the feature to specific analysts. By default, all analysts can create and edit contacts from the ticket tab. To change the default settings, perform the following tasks:

•  Disable access to all analysts
• Enable access to specific analysts

Disable Access to all Analysts

The functionality to edit and create contacts from the ticket tab is enabled in the application by default. To disable this functionality, perform the following tasks:

1. Navigate to MANAGE, ADMINISTRATION, Tools, Configuration Parameters.
2. Search for the CONTACT_CREATE_EDIT_FROM_TICKET.
   (earlier named DISABLE_CONTACT_CREATION_FROM_TICKET).
3. Set the Parameter Value to NO.

Enable Access to Specific Analysts

The role Contact Profile Editor allows analysts to create and edit a contact. Such analysts can use this feature even when CONTACT_CREATE_EDIT_FROM_TICKET is set to No. To assign this role to an analyst, navigate to MANAGE, ADMINISTRATION, Tools, Roles. Search and select the desired groups or contacts. For more information about managing roles, see Create and Manage Roles.