Roles tab

Service Desk > Desk Definition > Edit > Processing > Access > Roles

Service Desk > Desk Definition > Role Preferences > Service Desks tab

Field permissions are set by role. For VSA users using roles linked to the Service Desk Technicians role type, field permissions determine what fields a user can view or edit within the ticket editor or KB article editor. Typical field permissions include: Editable, View Only, Hidden, or Required. Default field permissions are set by editing template.

Note: VSA users using a role linked to the Service Desk Administrators role type can see and work with any field in any ticket editor or KB article editor. Master role users also always have complete field permission access, regardless of roletype assignment.

Actions

• Assign - Associate a role with the desk definition and edit field permissions for each field.
• Change - Edit the field permissions for each field in the desk definition.
• Remove - Remove the association between the role and the desk definition.

See Role Preferences - Service Desks tab for more information.