Role Preferences - Service Desks tab

Service Desk > Role Preferences > Service Desks tab

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

Click a row in the middle panel, then click the Service Desk tab to assign, change or remove the association between a desk definition and a role.

Configuring this tab involves setting three types of options

• Setting the Editing Template

  Note: This preference can be overridden by the editing template selected in User Preferences.

• Setting Enable/Disable Options
• Setting Field Permissions

Setting the Editing Template

An editing template serves three purposes:

1. The editing template defines the layout of the dialog used to edit a ticket or KB article.
2. An editing template may mask selected fields, even though the fields are defined by the desk definition. Using an editing template to mask a field overrides whatever field permission is set for that field.
3. The editing templates also sets default field permissions for editing a ticket or KB article. Whether assigned by role or by user, you can override the default field permissions set by the editing template to suit your business requirements.

An editing template is applied to a combination of desk definition and user role (or machine role) using Role Preferences or the Desk Definition > Access > Roles tab. An editing template can also be applied to a combination of desk definition and user using User Preferences. User Preferences has precedence over Role Preferences. The default editing template for all roles and all users working with a service desk is specified in the Service Desk > Desk Definition > New or Edit > General Info tab.

Setting Enable/Disable Options

You can can override the following Desk Definition > General Info settings for any combination of role and desk definition.

• Enable Session Timers - If checked and Auto Save Clock is not checked, a Timer button displays in the ticket editor. See Time Tracking and Service Desk.
• Show Task Information - If checked, the Task tab displays in the ticket editor. See Task Information.
• Allow Deleting Notes - If checked, notes can be deleted in the ticket editor.

Setting Field Permissions

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.

When an editing template is selected using this tab, the fields defined for this desk definition display in the dialog, showing the default permission set by the editing template. You may override the default for this combination of role and desk definition.

Standard Fields and Custom Fields

Standard Fields refer to built-in fields provided by a service desk. They display as columns in the ticket table and in field permission dialogs. A standard field is not necessarily available for all combinations of desk definition and user role. Nor does the same standard field necessarily display in both the ticket table and in field permission dialogs. Custom fields—if defined for a service desk—also display as columns in the ticket table and in field permission dialogs.