KACE Systems Management Appliance 14.0 Common Documents - KACE Service Desk Administrator Guide

Setting up roles for user accounts

Service Desk uses permission-based roles to control access to Service Desk features and information. These roles can be assigned to users automatically when they log in. You can use the default roles, or create roles as needed.

About default roles

Default roles are available for standard user account types such as administrator, end-user, and limited-access.

The following roles are available by default. For more information about managing Organizational roles, see Managing Organization Roles and User Roles.

Role

Description

Organization 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.

NOTE: Organization Roles are available only on appliances with the Organization component enabled.

Default Role

The Default Role in the Organization Roles section has Write and Read permission for all tabs. You can create additional Organization Roles, but you cannot edit or delete the Default Role.

User Roles

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.

Administrator

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.

No Access

Users with this role cannot log on to the Administrator Console or User Console.

Read Only Administrator

This role has the ability to view but not change any information or settings in the appliance. This role is useful for oversight personnel, such as supervisors.

This role primarily interacts with the appliance through the Administrator Console.

User Console Only

This role is for appliance users. By default, this role has permission to create, view, and modify Service Desk tickets.

This role interacts with the appliance exclusively through the User Console.

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.

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 14.0 Common Documents - KACE Service Desk Administrator Guide

Setting up roles for user accounts

Setting up roles for user accounts

About default roles

About default roles

Create a Service Desk staff role

Create a Service Desk staff role

Assign user roles

Assign user roles