Configuring Roles

ManageEngine ServiceDesk Plus can be accessed by different people in your organization. The technicians accessing the application will have a defined role and hence have a defined set of tasks to execute. The roles for requesters is pre defined and hence roles configured in the Admin tab cannot be assigned to them. ServiceDesk Plus allows the administrator to configure the roles and assign these roles to the technicians using the application.

To open the role configuration page:

1. Log in to the ServiceDesk Plus application using the user name and password of a ServiceDesk Plus administrator.

2. Click the Admin tab in the header pane.

3. In the Users block, click the Role icon. The next page displays the available list of roles. You can add, edit, or delete roles.

Add Role

To add a role,

1. Click the Add New Role link available at the top right corner of the Role List page. This opens the Add Role form.

2. Enter the Role Name in the given text field. The Role Name has to be unique and is a mandatory field.

3. Set the access permissions for the role. To set the access permission, just select the check boxes beside the access levels defined for each of the modules of the application.
   
   
   Example:If you want to provide add permissions for the requests and solution modules and only view permissions for the rest, select the check box below Add against the Requests and Solutions modules. For the remaining modules, select the check box below View. Selecting the Add check box automatically enables view permissions also.

4. You can also choose to restrict the technician from viewing all the requests received by the application. To do this, select the corresponding radio button which will suit your need from the following:

• All : The technician with this role can view all the requests and assets in ServiceDesk Plus.

• All in associated Site: The Technician can view the requests and the assets of all his associated sites. To associate the site to the technician refer Technician.

• All in Group & assigned to him: The technician will be restricted to view all the requests of the Group to which he/she belongs and also those requests that are assigned to him/her.

• Assigned to him: The technician will be restricted to view the requests that are assigned to him/her.
  
  For ex : Site1 has two groups, say Group1 and Group2. Adam is a technician associated to group1 with All in group & assigned to him enabled, then he will be restricted to view all the requests in group1 and the requests assigned to him. He will have the privilege to re-assign the requests to technicians in his associated sites but once this is executed, the request will not be visible to Adam.

5. You can also provide permission to approve solutions in the role by enabling the check box beside Technician allowed to Approve solution. Thus the technician assigned with this role will be able to approve solutions.  

6. Enter a brief description of the role in the Description field.

7. Click Save. If you want to add more just one role, click Save and add new button.  

If you want to add more just one role, then instead of clicking Save, click Save and add new button. This adds the new role and reopens the add role form after displaying a message for the addition of the role.

At any point, if you decide not to add the new role, then click Cancel to get back to the role list. Clicking the View List link on the top right corner of the add role form will also take you to the role list view.

Edit Role

To edit an existing role:

1. In the Role List page, click the edit iconbeside the role name that you wish to edit.

2. In the Edit Role form, you can modify the name of the role, description, and the permissions associated with the role.

3. Click Save to save the changes. At any point, if you wish to cancel the operation that you are performing, click Cancel.

Even while editing a role, if you wish to add a new role, click the Save and add new button instead of clicking Save button after making the changes. The Add Role form opens after displaying a message that the changes are saved.

Delete Role

1. In the Role List page, click the delete iconbeside the role name that you wish to delete. A confirmation dialog is opened.

2. Click OK to proceed with the deletion. If you do not want to delete the role, then click Cancel.