Default user role permissions

When the basic user roles are created during installation, certain permissions are assigned by default. The System Administrator role has all permissions and can create, modify, and delete all other user roles. You can copy this role to create customized System Administrator roles for your system. However, the default System Administrator role cannot be deleted if it is the only entry with system administrator permissions.

This section includes the following topics:

System-level defaults

System-level default permissions are described in the following table:

Role

Permissions

Manager (Agent)

  • Access Calendar, Chat, Web Services (Mobile).
  • Access Service Analytics and view, create, edit, print, export, and schedule reports.

Agent

  • Access Calendar, Chat, Web Services (Mobile).
  • Access Service Analytics and view, print, and export reports, and create shared reports.

Customer

  • Use Chat to contact Agents.
  • Can edit saved searches they create.

Guest

  • Use Chat to contact Agents.

Container-level defaults

One set of the container-level user roles is created during installation. Each time an Administrator creates a container, a new set of these roles is created with the same permissions but with access only to the new container. You can configure the container roles to better suit your working environment.

Tip

The Container-level default permissions table includes the ContainerRole, and Permissions columns. If you cannot view all the columns, use the scroll bar at the bottom of the table. Alternatively, click the  icon on the top-right corner of the page to open it in the fullscreen mode.

To search in the table, perform any of the following actions:

  • Select an option from the Container list to filter the table by a specific container such as Address book or Workspace.
  • Select an option from the Role list to filter the table by a specific Role such as Administrator or Manager.
  • Type a character string in the Permissions text box to filter the table by a specific permission.

Container-level default permissions are described in the following table:

Start adding filters for your table either in the macro settings or on the filtration pane.

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ContainerRolePermissions

 Address Book 

(Contact and Master Contact items)

 Administrator
  • View detailed information about contacts.
  • Create and copy contacts items.
  • Edit and move contact items.
  • Unlock contact records, Contact items, and the address book.
  • Delete contact items.
  • Delete contacts from internal address books.

Address Book 

(Contact and Master Contact items)

 Manager
  • View detailed information about contacts.
  • Create and copy.
  • Edit and move contacts.
  • Delete contacts they created.

Address Book 

(Contact and Master Contact items)

 Agent
  • View their basic contact information.

Address Book 

(Contact and Master Contact items)

 Read Address Book (Customer)
  • View their basic contact information.

Address Book 

(Contact and Master Contact items)

 Portal Guest
  • View their basic contact information.
CMDB (Configuration items) Administrator
  • View detailed information about CIs.
  • Create and copy CI items.
  • Edit CI items.
  • Delete CI Items.
  • Create and copy CIs.
  • Edit and move CIs.
  • Unlock CIs, CI items, and the CMDB.
  • Delete CIs from internal CMDBs.
CMDB (Configuration items) Manager
  • View detailed information about CIs.
  • Create CIs.
  • Edit, copy, and move CIs they created.
  • Delete CIs they created.
CMDB (Configuration items) Agent
  • View basic information about their CIs.
CMDB (Configuration items) Read CMDB (Customer)
  • View basic information about their CIs.
CMDB (Configuration items) Portal Guest
  • View basic information about their CIs.
Knowledge Base (Solution items)Administrator
  • View detailed information about solutions.
  • Create and copy solutions.
  • Edit and move solutions.
  • Unlock solution records, Solution items, and the knowledge base.
  • Delete solutions from internal knowledge bases.
Knowledge Base (Solution items)Manager
  • View detailed information about solutions.
  • Create and copy solutions.
  • Edit and move solutions.
  • Delete solutions that they created.
Knowledge Base (Solution items)Agent
  • View detailed information about solutions.
  • Create and copy solutions.
  • Edit and move solutions.
  • Delete solutions that they created.
Knowledge Base (Solution items)Read Knowledge Base (Customer)
  • View solutions.
Knowledge Base (Solution items)Portal Guest
  • No rights.

Service Portfolio 

(Contracts, Service Level Targets, Work Targets, and Service items)

Administrator
  • View detailed information about contracts, service level targets, work targets, and services.
  • Create and copy contracts, service level targets, work targets, and services.
  • Edit and move contracts, service level targets, work targets, and services.
  • Unlock records, service portfolio items, and the service portfolio.
  • Delete contracts, service level targets, work targets, and services.
  • Request services.

Service Portfolio 

(Contracts, Service Level Targets, Work Targets, and Service items)

Manager
  • View detailed information about contracts, service level targets, work targets, and services.
  • Create and copy contracts, service level targets, work targets, and services.
  • Edit and move contracts, service level targets, work targets, and services.
  • Delete items.
  • Request services.

Service Portfolio 

(Contracts, Service Level Targets, Work Targets, and Service items)

Agent
  • View detailed information about contracts, service level targets, work targets, and services.
  • Edit specific fields on contracts, service level targets, work targets, and services.
  • Request services.

Service Portfolio 

(Contracts, Service Level Targets, Work Targets, and Service items)

Read/Request Service (Customer)
  • View basic information about their service requests.

Service Portfolio 

(Contracts, Service Level Targets, Work Targets, and Service items)

Portal Guest
  • View contracts, service level targets, work targets, and services for which they are authorized.
  • Edit contracts, service level targets, work targets, and services for which they are authorized.

Workspace 

(Ticket, Survey and Asset items)

Administrator
  • View detailed information about tickets, surveys, and assets.
  • Create and copy items.
  • Edit items.
  • Delete items.
  • Create and copy tickets, surveys, and assets.
  • Edit and move tickets, surveys, and assets.
  • Unlock ticket records, Ticket items, and the workspace.
  • Delete tickets, surveys, and assets.
  • View billing rate and cost information.
  • View time tracking information for their users.
  • Edit time tracking information for their users.

Workspace 

(Ticket, Survey and Asset items)

Manager
  • View detailed information about tickets, surveys, and assets.
  • Create and copy tickets, surveys, and assets.
  • Edit and move tickets, surveys, and assets.
  • Delete tickets and surveys they created.
  • Delete assets.
  • View billing rate and cost information.
  • View time tracking information for their users.
  • Edit time tracking information for their users.

Workspace 

(Ticket, Survey and Asset items)

Agent
  • View detailed information about tickets, surveys, and assets.
  • Create and copy tickets, surveys, and assets.
  • Edit and move tickets, surveys, and assets.
  • Delete Tickets and surveys they created.
  • Delete assets.
  • View billing rate and cost information for their tickets.
  • Cannot edit time tracking information for their tickets.
  • Cannot view time tracking information for other users.

Workspace 

(Ticket, Survey and Asset items)

Request Read (Customer)
  • View basic information about their tickets, surveys, and assets.

Workspace 

(Ticket, Survey and Asset items)

Request Submit (Customer)
  • View basic information about their tickets.
  • Create assets.
  • Create, copy, move, and delete their assets.
  • Create a survey in response to a request from Service Desk.

Workspace 

(Ticket, Survey and Asset items)

Request Read/Submit/Edit (Customer)
  • View basic information about their tickets.
  • Create tickets and assets.
  • Edit their tickets.
  • Create, copy, move, and delete their assets.
  • Create a survey in response to a request from Service Desk.

Workspace 

(Ticket, Survey and Asset items)

Portal Guest
  • View basic information about their tickets.
  • Edit their tickets.
  • Create a survey in response to a request from Service Desk.

Related topics

Administrator permissions

Agent permissions

Customer permissions

Manager permissions

User management

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