The following roles are available by default. For more information about managing Organizational roles, see Managing Organization Roles and User Roles.
Organization Roles are supersets of permissions that are assigned to organizations, and they define the permissions that are available to organization users. For example, if an organization is assigned an Organization Role that has the Distribution tab hidden, users in that organization, including the Admin user, cannot access the Distribution tab. | |||
Roles assigned to users to control their access to the Administrator Console and User Console. If the Organization component is enabled on your appliance, the permissions available to these roles depends on the Organization Role assigned to the organization. | |||
The most powerful user role on the appliance. By default, users with the Administrator role have permission to see or change information and settings. This includes promoting or demoting other users by changing their roles. The Administrator role cannot be altered or deleted. Assign this role only to trusted administrators. Staff members assigned the Administrator role have permission to manage and modify Service Desk tickets from the Tickets tab in the Administrator Console, though they might not be able to own tickets themselves. Users with the Administrator role can also use the security, scripting, and distribution features to resolve Service Desk tickets, then document the issues in the Knowledge Base. The Administrator role primarily interacts with the appliance through the Administrator Console. | |||
Users with this role cannot log on to the Administrator Console or User Console. | |||
This role primarily interacts with the appliance through the Administrator Console. | |||
This role interacts with the appliance exclusively through the User Console. |
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.
1. |
a. |
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. |
b. |
c. |
2. |
3. |
In the Description field, provide a brief description of the role, such as Used for Service Desk Administrators. |
4. |
Click the [Expand All] link next to Administrator Console Permissions to display the permissions settings for all categories. |
6. |
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.
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