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As an administrator, you can configure role-based views to customize the ticket and CI forms for different roles. You can control the visibility of the ticket and CI sections and fields for a role. You can use this feature for the following purposes:

Set the fields as read-only or as edit for a particular role.
Note: As an administrator you can set the required fields to read-only after creating a ticket, for an analyst. The analyst can use the Service Catalog to create a ticket, if required.
Create and assign role-based views to different roles.
Modify a field label and provide translations in the supported languages.

The application also offers the system defined views for the self-service users. A default view is defined for all other users for each of the five ticket types. The system defined views have a negative ID.

Considerations

The self-service user views are applicable to all the users who have the self-service user group as their primary group.
The default views are applicable to non self-service users who are not associated with any role.
If a user is associated with more than one role, the application creates a super set of the role views. Access to sections, fields, and the ability to edit the visible fields are based on the following rules:
- If a section is visible in a view and not visible in the other view, it remains visible.
- If a field is visible in a view and not visible in the other, it remains visible.
- If a field can be edited in a view and cannot be edited in the other, You can edit it.
If a self-service user is associated more roles, the application creates a role-based super set view. The self-service user-based view is not applied.
Deleting a view permanently deletes it from the database.
The communication templates remain unaffected by role-based view configuration. For example, if you have some fields that are excluded in a role-based view. But the fields are included in a communication template through the Add Fields from Forms option. The value of the fields is included in the notification sent using the communication template.
Do not use Alternate Labels option to localize Field Labels. If you want to localize field labels, use the Language Catalog. For more information about language catalog, see Build the Language Catalog.

Modify System Defined Views

You can modify a system defined view with the following restrictions. You can modify the view to show or hide sections on the form. You can add alternate labels for the existing fields.

Follow these steps:

Navigate to MANAGE> ADMINISTRATION> Tools> Role Based Views
You can view the list of existing role-based views.
Select the system-defined view that you want to modify.
Change the View Name and View Description, if necessary.
Click the Show check box for the section headers that you want to display on the view.
Select a section header to view the list of fields available in that section. Use the Show and Edit checkboxes against each field to control the level of access to that field.
If you want to provide a different name for a field, click New or Edit in the Alternate Label column. The Alternative Labels dialog appears. Click the plus icon, select a language, enter the new label, and click the save icon. The Alternative Labels dialog also allows you to add field names in other languages. To remove or delete an alternate label, click the corresponding red button.
Click Apply Changes to update the details.

Create Role Based Views from an Existing View

You can use the Copy to New button to create a role-based view by copying the selected role-based view.

Considerations:

You can create a role-based view only by copying an existing role-based view.
The application carries forward all the mandatory sections, show fields, edit fields. The configured Alternate Field Labels to the new role-based view is also carried forward, without any change.
The application copies the Base Form value to the new role-based view and makes it read only.
The application copies the value of the Self-Service Role Based Form View check box and makes it read only.

Follow these steps:

Navigate to MANAGE> ADMINISTRATION> Tools> Role Based Views
You can view the list of existing role-based views.
Select the existing role-based view as a base for the view you want to create.
Specify the name and description of the role-based view and modify the optional fields of the role-based view, if necessary.
Click Assigned Roles and select the roles to be assigned with the new role-based view.
To view the sections of the form, click Apply Changes.
Select the sections and fields that you want to show on the form.
Click Apply Changes.

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