Default Roles

Role  

Modules Associated  

Permissions  

AnnouncementConfig

Announcements

Create, edit, delete, and share announcements to requesters and user groups. (By default, this role is assigned to all technicians. You can, however, remove the role association for technicians)

AssetConfig

Assets

This role has complete control over the following features.

Asset Management: Product Type, Product, Vendor, Software Type, Software Category, Software License Type, Resource State

Additional Fields: Workstation, Asset License Agreement

Notification Rules: Asset

Probe and Discovery (site-specific): Probe, Credential Library, Windows Domain Network Scan Settings

ContractConfig

Contract and Assets

This role has complete control over the following features.

Asset Management: Vendor

Additional Fields: Contract

Notification Rules: Asset

HelpdeskConfig

Requests

This role has complete control over the following features.

Helpdesk: Category, Status, Level, Mode, Impact, Urgency, Priority, Priority Matrix, Request Type, Task Type

Additional Fields: Request

Templates and Forms: Service Category, Incident Template, Task Template, Reply Template, Resolution Template

Automation: Business Rules (site-specific), Service Level Agreements (site-specific)

Notification Rules: Request Task, Closure Rules, Request Task, Preventive Maintenance Tasks, Technician Auto Assign

Data Administration: Data Archive

PurchaseConfig

Assets and Purchase

This role has complete control over the following features.

Organization Settings: Currency

Asset Management: Product Vendor

Purchase Management: Default Values, Cost Center, GL Code

Additional Fields: Purchase

Automation: Notification Rules

Closure Rules: Purchase Order Closure Rules

SDAdmin

All modules

Manage all modules in the application with administrative privileges across the organization sites

SDAssetManager

Assets, Purchase, and Contracts

Manage Assets, Purchase, and Contract modules.

View Asset and Software dashboards.

SDChangeManager

Changes, Requests, and Problems

Perform change approval actions and manage the Changes module

View Helpdesk, Problem, and Change dashboards and technician schedules under Schedule Calendar

SDCMDBAdmin

CMDB

A mandatory role which when associated with a technician provides the privilege of a CMDB Admin, with access to CMDB, Relationships and CI Types. This cannot be edited or deleted.

SDCMDBManager

CMDB

A mandatory role which when associated with a technician provides the privilege of a CMDB Manager, with access to CMDB and Relationships. This cannot be edited or deleted.

SDCo-ordinator

Requests

Access the complete Requests module and view Technician Availability Chart and request-specific widgets

SDGuest

Requests and Solutions

Access the self-service portal, log requests, and view solutions.

SDMaintenanceManager

Maintenance

A mandatory role which when associated to a technician provides the privilege of a Maintenance Manager, with access to the Maintenance module. It cannot be edited or deleted.

SDReleaseManager

Release

A system-defined role that cannot be edited or deleted. This role is a prerequisite for a technician to be assigned as the Release Manager.

SDRemoteControl

Assets

Access workstations over remote to perform various tasks, especially troubleshooting

SDReport

Reports

Generate and schedule all types of reports available in the application

SDSiteAdmin

All modules

Administrative privileges for site-specific associations in the application. However, the role cannot view individual module data