Service Manager Roles
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IntroductionService Manager Roles are a collection of rights that are provided for different set activities within Service Manager. These roles can be allocated to the different users to quickly and easily allocate the available features required to fulfill their job. |
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Asset Management Roles
Asset Management Admin
This role is for an Asset Management Administrator. It includes rights to define new and edit existing Asset Types as well as being able to add detailed Asset information
- Application Rights
- View Asset Management
- View Asset Audit Trail
- Administer Asset Management
- View CMS
- View Configuration Items
- Create Configuration Items
- Edit Configuration Items
- Delete Configuration Items
- Application Rights
Asset Management User
This role is for an Asset Management User. It includes rights to define new and edit existing Assets as well as being able to add detailed Asset information.
- Application Rights
- View Asset Management
- Application Rights
Asset Manager
This role should be granted to Asset Managers. It is used for task/activity assignment in the Hornbill Business Process Manager.
Change Management Roles
CAB Approver
This role should be granted to CAB Approvers. It is used for task/activity assignment in the Hornbill Business Process Manager.
Change Calendar Viewer
This roles grant read only access to the Change Calendar and scheduled Change Requests.
- Application Rights
- Can view Change Management
- Can view Change Requests
- Application Rights
Change Management Full Access
This role is for a senior user of Change Management. It supersedes the Change Management User role and includes rights to cancel and reopen Change Requests.
- Application Rights
- View Changes
- Create Changes
- Update Changes
- Resolve Changes
- Cancel Changes
- Re-open Changes
- Update Locked Change Requests
- View Assets
- View Customer Records
- Manage Boards
- Application Rights
Change Management User
This role is for a user of Change Management. It includes rights to view, edit and complete Change Requests.
- Application Rights
- View Changes
- Update Changes
- Create Changes
- Resolve Changes
- Close Changes
- View assets
- Manage Boards
- Export from Requests List
- View Customer Records
- Application Rights
Change Manager
This role should be granted to Change Managers. It is used for task/activity assignment in the Hornbill Business Process Manager.
Change Request Assignee
This role should be granted to Users who have the 'Change Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Incident Management Roles
Incident Assignee
This role should be granted to Users who have the 'Incident Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Incident Management Full Access
This role is for a senior user of Incident Management. It supersedes the Incident Management User role and includes rights to cancel and reopen Incidents.
- Application Rights
- View the Service Desk App
- View Incidents
- Create Incidents
- Update Incidents
- Resolve Incidents
- Close Incidents
- Cancel Incidents
- Re-open Incidents
- View Customer Records
- Export Request List
- Application Rights
Incident Management User
This role is for a users that perform day to day work within Incident Management where they are required to raise, manage, and close Incident records.
- Application Rights
- View the Service Desk App
- View Incidents
- Create Incidents
- Update Incidents
- Resolve Incidents
- Close Incidents
- View Customer Records
- Export Request List
- Application Rights
Problem Management Roles
Known Error Assignee
This role should be granted to Users who have the 'Problem Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Problem Investigation Assignee
This role should be granted to Users who have the 'Problem Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Problem Management Full Access
This role is for a senior user of Problem Management. It supersedes the Problem Management User role and includes rights to cancel and reopen Problems.
- Application Rights
- View Problem Records
- Create Problem Records
- Update Problem Records
- Resolve Problem Records
- Close Problem Records
- Cancel Problem Records
- Re-open Problem Records
- View Known Errors
- Create Known Errors
- Resolve Known Errors
- Close Known Errors
- Cancel Known Errors
- Update Locked Problems
- Update Locked Known Errors
- Application Rights
Problem Management User
This role is for a user of Problem Management. It includes rights to view, edit and resolve Problems.
- Application Rights
- View Problem Records
- Create Problem Records
- Update Problem Records
- Resolve Problem Records
- Close Problem Records
- View Known Errors
- Create Known Errors
- Resolve Known Errors
- Close Known Errors
- Application Rights
Release Management Roles
Release Assignee
This role should be granted to Users who have the 'Release Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager
Release Management Full Access
This role is for a senior user of Release Management. It supersedes the Release Management User role and includes rights to cancel and reopen Release
- Application Rights
- View Releases
- Create Releases
- Update Releases
- Close Releases
- Cancel Releases
- Re-open Releases
- Resolve Releases
- Update Locked Releases
- View Assets
- Application Rights
Release Management User
This role is for a user of Release Management. It includes rights to view, edit and complete Releases
- Application Rights
- View Releases
- Create Releases
- Update Releases
- Close Releases
- Resolve Releases
- View Assets
- Application Rights
Release Manager
This role should be granted to Release Managers. It is used for task/activity assignment in the Hornbill Business Process Manager
Service Requests Roles
Service Request Assignee
This role should be granted to Users who have the 'Service Request User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Service Request Full Access
This role is for a senior user of Service Request Management. It supersedes the Service Request User role and includes rights to cancel and reopen Service Requests.
- Application Rights
- View Service Requests
- Create Service Requests
- Update Service Requests
- Resolve Service Requests
- Close Service Requests
- Cancel Service Requests
- Re-open Service Requests
- View Customer Records
- Export Request List
- Manage Boards
- Update Locked Service Requests
- Application Rights
Service Request User
This role is for a user of Service Request Management. It includes rights to view, edit and fulfill Service Requests.
- Application Rights
- View Service Requests
- Create Service Requests
- Update Service Requests
- Resolve Service Requests
- Close Service Requests
- View Customer Records
- Export Request List
- Manage Boards
- Application Rights
Services Manager
This roles provides administrative options to manage services and their content within Service Portfolio area. A user who is assigned this role will be able to see Services that they own and non-private Services that they support. To see all the Services in the system, you'll need to be in context of a user who is assigned a role that has "admin" privilege level (E.g. Admin Role or Super User Role).
- Application Rights
- View Service Records
- Create Service Records
- Edit Service Records
- Delete Service Records
- Manage Subscriptions
- Application Rights
System and Application Roles
Advanced Request Task Completer
This role is for a user who can complete tasks that are assigned to another person. This only applies to requests in Service Manager. Supporting teams of a service that is associated to a request will be respected otherwise if a request is not associated to a service, then the user can complete tasks that are assigned to the user's team(s) members.
My Boards
This role is for the My Boards feature within the Service Manager Application. There are no specific application rights for the Boards. Assigning this role to a user will make the Boards option available to the user under the Service Manager menu item.
Self Service User
This role is for a Selfservice User that requires access to Self Service Portal to be able to raise and view Requests.
Service Desk Admin
This role is for a Service Desk Administrator. It includes all rights to administrative functions such as setting up support teams as well as being able to cancel requests.
Service Manager Authorised Guest
This role is for guests accessing the Hornbill Customer Portal.
Reporting Admin
This Role grants the user the ability to Create, Update, and Manage all aspects of reporting within Service Manager. This includes Measures, Widgets, Dashboards, Slideshows, and Reports
Configuration Management Roles
Configuration Manager Admin
This role gives someone the ability to add and modify CI configuration settings such as setting which CIs are in policy and the configuring the two way relationships between the CI. Assign this role to the main users of the full Configuration Manager app.
Configuration Manager User
This role is great for giving a user read-only access to the CI explorer. This lets them browse through the linked CIs to help with Incident investigation, problem management, or a view of the impact that something may have. Assign this role to user of Service Manager that need to be able to launch the CI Explorer from a request, asset, or a service, but do not need full access to the Configuration Manager app.