KACE Systems Management Appliance 13.2 Common Documents - KACE Service Desk Administrator Guide

Create a Service Desk staff role

You can create a Service Desk staff role to establish permissions for users who work on Service Desk settings and components.

By default, users with the Administrator role have permission to change all Service Desk components, including creating and removing users. In addition, you can create a more limited Service Desk role for your organization. Users with this role have permission to work on tickets, add items that can be downloaded from the User Console, add articles to the Knowledge Base, and manage announcements that appear on the User Console home page. However, they do not manage users, run reports, or change appliance settings. This guide refers to this group as Service Desk Admin.

If the Organization component is enabled on your appliance, you can create separate Service Desk Admin roles for each organization.

Go to the Role Detail page:

Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.

On the left navigation bar, click Settings, then click Roles.

Select Choose Action > New.

In the Name field, provide name, such as Service Desk Admin.

In the Description field, provide a brief description of the role, such as Used for Service Desk Administrators.

This appears on the Roles list.

Click the [Expand All] link next to Administrator Console Permissions to display the permissions settings for all categories.

Select these custom permissions for the new role:

Click Save.

The Roles page shows the new role. When a user who is assigned to this role logs in, the appliance component bar shows the available features.

Assign user roles

After you import or create user accounts, you can assign user roles to those accounts.

NOTE: User accounts can be imported from an LDAP server. See Importing users from an LDAP server.

Go to the Users list:

On the left navigation bar, click Settings, then click Users.

Assign the Administrator role to your Service Desk administrators:

Select the check box next to one or more users.

Select Choose Action > Apply Role > Administrator.

By default, Administrator users have owner/submitter permissions.

Assign the Service Desk Staff role to your team users:

Select the check box next to one or more users.

Select Choose Action > Apply Role > Service Desk Staff.

Assign the All Ticket Owners label to your Service Desk team members:

Select the check box next to one or more users.

Select Choose Action > Apply Label > All Ticket Owners.

The label is applied, and it appears next to the username.

Create a label named User, then apply the User label and role to users.

Apply labels and roles to Service Desk staff

You can apply labels and roles to Service Desk staff members to manage their permissions.

For instructions on creating labels and roles, see Setting up roles for user accounts and Setting up labels for user accounts.

Add a user to the DefaultTicketOwners@mydomain.com alias.

Go to the User Detail page:

On the left navigation bar, click Settings, then click Users.

Display the User Detail page by doing one of the following:

▪

Click the name of a user.

▪

Select Choose Action > New.

In the Assign To Label field, click Edit.

In the label window, drag the All Ticket Owners label to the Assign To field, then click Save.

NOTE: If the label does not exist, you need to create it.

In the Role field, select the Service Desk Staff role.

Click Save.

The user has permission to own, modify, fix, and close tickets. The user automatically receives email when a ticket is created.

Create the DefaultTicketOwners account

If you want your Service Desk staff to receive email notifications when new tickets are created, you can create a DefaultTicketOwners user account.

You can then configure the Ticket Detail page to use that account as described in Configuring ticket settings.

To learn about email notifications, see About email notifications.

Go to the User Detail page:

On the left navigation bar, click Settings, then click Users.

Select Choose Action > New.

At minimum, provide the following details:

Field	Description
Login	DefaultTicketOwners
Name	DefaultTicketOwners
Email	DefaultTicketOwners@mydomain.com
Password	Enter a password
Confirm Password	Enter the password again
Role	No Access
Assign to Label	All Ticket Owners

Click Save.

To assign this new user as the default ticket owner, choose the DefaultTicketOwners as described in Configuring ticket settings.

NOTE: The first default owner always remains the default owner of a ticket. For example, if you move an existing ticket to another category with a different default owner, the default owner of the ticket does not change.

Category	Item	Permission level
Home	All	All Read
Inventory	Devices	WRITE
	Software	WRITE
	Software Catalog	WRITE
	License Compliance	HIDE
	Processes	HIDE
	Startup Programs	HIDE
	Services	HIDE
	Discovery Schedules	HIDE
	Discovery Results	HIDE
	SNMP Inventory Configurations	HIDE
Monitoring	Devices	READ
	Alerts	WRITE
	Profiles	HIDE
	Maintenance Windows	HIDE
	Log Enablement Packages	HIDE
Assets	All	HIDE
Distribution	All	HIDE
Scripting	All	HIDE
Security	All	HIDE
Service Desk	Tickets	WRITE
	User Downloads	WRITE
	Knowledge Base	WRITE
	Announcements	WRITE
	Archive	READ
	Configuration	READ
Reporting	All	All Hide
Settings	All	All Hide
User Console	All	All Read

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KACE Systems Management Appliance 13.2 Common Documents - KACE Service Desk Administrator Guide

Create a Service Desk staff role

Create a Service Desk staff role

Assign user roles

Assign user roles

Apply labels and roles to Service Desk staff

Apply labels and roles to Service Desk staff

Create the DefaultTicketOwners account

Create the DefaultTicketOwners account

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