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.
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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. |
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In the Description field, provide a brief description of the role, such as Used for Service Desk Administrators. |
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Click the [Expand All] link next to Administrator Console Permissions to display the permissions settings for all categories. |
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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.
After you import or create user accounts, you can assign user roles to those accounts.
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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. |
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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.
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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. |
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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.
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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. |
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DefaultTicketOwners@mydomain.com | |
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To assign this new user as the default ticket owner, choose the DefaultTicketOwners as described in Configuring ticket settings. |
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