Difference between revisions of "Service Manager Roles"

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This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-config/setup/service-manager-roles/ Hornbill Document Library].
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__NOTOC__
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{| style="width:100%"
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[[file:hornbill-document-library.png|Service Manager Roles|link=https://docs.hornbill.com/servicemanager-config/setup/service-manager-roles/]]
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|[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Roles
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<!--
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|style="text-align:right;"|[[:Category:Service Manager Administration|Index]]
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{{Breadcrumb|[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Roles|Service Manager Administration}}
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{{Section|
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{|style="width: 100%"
 
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== Introduction ==
 
== Introduction ==
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Service 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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Service 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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{{RightBox|In This Article|
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|style="width:5%"|
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:* [[#Asset Management Roles|Asset Management Roles]]
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|
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:* [[#Change Management Roles|Change Management Roles]]
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|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|
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:* [[#Incident Management Roles|Incident Management Roles]]
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:* [[#Problem Management Roles|Problem Management Roles]]
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== Related Articles ==
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:* [[#Release Management Roles|Release Management Roles]]
 +
:* [[#Service Requests Roles|Service Request Roles]]
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:* [[#System and Application Roles|System and Application Roles]]
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:* [[#Configuration Management Roles|Configuration Management Roles]]
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}}
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{{RightBox|Related Articles|
 
:* [[Roles |Roles Explained]]
 
:* [[Roles |Roles Explained]]
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|}
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}}
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== Default Roles ==
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On the installation of Service Manager a number of default roles are included.
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{{Section|
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== Asset Management Roles ==
  
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===Asset Management Admin ===
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=== Asset Management Admin ===
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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
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{{ReadMore|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|Hide Rights|Show Rights|Application Rights|
 
::* View Asset Management
 
::* View Asset Management
 
::* View Asset Audit Trail
 
::* View Asset Audit Trail
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::* Edit Configuration Items
 
::* Edit Configuration Items
 
::* Delete Configuration Items
 
::* Delete Configuration Items
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}}
  
 
=== Asset Management User===
 
=== Asset Management User===
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|}}
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 
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.
 
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.
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<div class="mw-collapsible-content">
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 +
 +
:: '''Application Rights'''
 
::* View Asset Management
 
::* View Asset Management
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</div>
 +
</div>
 +
</div>
  
 
=== Asset Manager ===
 
=== Asset Manager ===
 
This role should be granted to Asset Managers. It is used for task/activity assignment in the Hornbill Business Process Manager.
 
This role should be granted to Asset Managers. It is used for task/activity assignment in the Hornbill Business Process Manager.
  
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{{TOP}}
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== Change Management Roles ==
 
===CAB Approver ===
 
===CAB Approver ===
 
This role should be granted to CAB Approvers. It is used for task/activity assignment in the Hornbill Business Process Manager.
 
This role should be granted to CAB Approvers. It is used for task/activity assignment in the Hornbill Business Process Manager.
  
 
===Change Calendar Viewer===
 
===Change Calendar Viewer===
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 
This roles grant read only access to the Change Calendar and scheduled Change Requests.
 
This roles grant read only access to the Change Calendar and scheduled Change Requests.
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<div class="mw-collapsible-content">
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 +
 +
:: '''Application Rights'''
 
::* Can view Change Management
 
::* Can view Change Management
 
::* Can view Change Requests
 
::* Can view Change Requests
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</div>
 +
</div>
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</div>
  
 
===Change Management Full Access ===
 
===Change Management Full Access ===
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 
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.
 
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.
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<div class="mw-collapsible-content">
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
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:: '''Application Rights'''
 
::* View Changes
 
::* View Changes
 
::* Create Changes
 
::* Create Changes
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::* View Customer Records
 
::* View Customer Records
 
::* Manage Boards
 
::* Manage Boards
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::* Advanced Request Task Completer
 +
 +
</div>
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</div>
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</div>
  
 
=== Change Management User===
 
=== Change Management User===
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 
This role is for a user of Change Management. It includes rights to view, edit and complete Change Requests.
 
This role is for a user of Change Management. It includes rights to view, edit and complete Change Requests.
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<div class="mw-collapsible-content">
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
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:: '''Application Rights'''
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::* View Changes
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::* Update Changes
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::* Create Changes
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::* Resolve Changes
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::* Close Changes
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::* View assets
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::* Manage Boards
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::* Export from Requests List
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::* View Customer Records
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</div>
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</div>
 +
</div>
  
 
=== Change Manager===
 
=== Change Manager===
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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.
 
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.
  
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===Hornbill Service Manager System Role ===
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{{TOP}}
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This role is reserved for Hornbill Service Manager application use and should not be granted to any user.
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== Incident Management Roles ==
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=== Incident Assignee===
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== 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.
 
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.
  
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== Incident Management Full Access==
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=== Incident Management Full Access===
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 
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.
 
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.
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<div class="mw-collapsible-content">
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
  
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=== Application Rights ===
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:: '''Application Rights'''
 
::* View the Service Desk App
 
::* View the Service Desk App
 
::* View Incidents
 
::* View Incidents
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::* View Customer Records
 
::* View Customer Records
 
::* Export Request List
 
::* Export Request List
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::* Advanced Request Task Completer
 +
 +
</div>
 +
</div>
 +
</div>
  
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== Incident Management User==
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=== Incident Management User===
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 
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.
 
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.
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<div class="mw-collapsible-content">
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
  
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=== Application Rights ===
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:: '''Application Rights'''
 
::* View the Service Desk App
 
::* View the Service Desk App
 
::* View Incidents
 
::* View Incidents
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::* Resolve Incidents
 
::* Resolve Incidents
 
::* Close Incidents
 
::* Close Incidents
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::* Cancel Incidents
 
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::* Re-open Incident
 
 
::* View Customer Records
 
::* View Customer Records
 
::* Export Request List
 
::* Export Request List
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</div>
 +
</div>
 +
</div>
 +
{{TOP}}
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== Problem Management Roles ==
 
=== Known Error Assignee ===
 
=== 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.
 
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.
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=== My Boards===
 
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This role is for the My Boards feature within the Service Manager Application.
 
  
 
===Problem Investigation Assignee===
 
===Problem Investigation Assignee===
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=== Problem Management Full Access===
 
=== Problem Management Full Access===
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 
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.
 
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.
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<div class="mw-collapsible-content">
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
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 +
:: '''Application Rights'''
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::* View Problem Records
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::* Create Problem Records
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::* Update Problem Records
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::* Resolve Problem Records
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::* Close Problem Records
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::* Cancel Problem Records
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::* Re-open Problem Records
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::* View Known Errors
 +
::* Create Known Errors
 +
::* Resolve Known Errors
 +
::* Close Known Errors
 +
::* Cancel Known Errors
 +
::* Update Locked Problems
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::* Update Locked Known Errors
 +
::* Advanced Request Task Completer
 +
</div>
 +
</div>
 +
</div>
  
 
=== Problem Management User===
 
=== Problem Management User===
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 
This role is for a user of Problem Management. It includes rights to view, edit and resolve Problems.
 
This role is for a user of Problem Management. It includes rights to view, edit and resolve Problems.
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<div class="mw-collapsible-content">
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
  
 +
:: '''Application Rights'''
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::* View Problem Records
 +
::* Create Problem Records
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::* Update Problem Records
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::* Resolve Problem Records
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::* Close Problem Records
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::* View Known Errors
 +
::* Create Known Errors
 +
::* Resolve Known Errors
 +
::* Close Known Errors
 +
</div>
 +
</div>
 +
</div>
 +
{{TOP}}
 +
== Release Management Roles ==
 
=== Release Assignee===
 
=== 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
 
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===
 
===Release Management Full Access===
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 
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
 
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
 +
<div class="mw-collapsible-content">
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
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:: '''Application Rights'''
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::* View Releases
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::* Create Releases
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::* Update Releases
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::* Close Releases
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::* Cancel Releases
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::* Re-open Releases
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::* Resolve Releases
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::* Update Locked Releases
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::* View Assets
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::* Advanced Request Task Completer
 +
</div>
 +
</div>
 +
</div>
  
 
===Release Management User===
 
===Release Management User===
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This role is for a user of Release Management. It includes rights to view, edit and complete Release
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 +
This role is for a user of Release Management. It includes rights to view, edit and complete Releases
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<div class="mw-collapsible-content">
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 +
 
 +
:: '''Application Rights'''
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::* View Releases
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::* Create Releases
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::* Update Releases
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::* Close Releases
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::* Resolve Releases
 +
::* View Assets
 +
</div>
 +
</div>
 +
</div>
  
 
===Release Manager===
 
===Release Manager===
 
This role should be granted to Release Managers. It is used for task/activity assignment in the Hornbill Business Process Manager
 
This role should be granted to Release Managers. It is used for task/activity assignment in the Hornbill Business Process Manager
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{{TOP}}
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== Service Requests Roles ==
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===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.
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 +
===Service Request Full Access===
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 +
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.
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<div class="mw-collapsible-content">
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
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:: ''' Application Rights'''
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::* View Service Requests
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::* Create Service Requests
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::* Update Service Requests
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::* Resolve Service Requests
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::* Close Service Requests
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::* Cancel Service Requests
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::* Re-open Service Requests
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::* View Customer Records
 +
::* Export Request List
 +
::* Manage Boards
 +
::* Update Locked Service Requests
 +
::* Advanced Request Task Completer
 +
</div>
 +
</div>
 +
</div>
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{{TOP}}
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===Service Request User===
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 +
This role is for a user of Service Request Management. It includes rights to view, edit and fulfill Service Requests.
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<div class="mw-collapsible-content">
 +
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 +
 +
:: ''' Application Rights'''
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::* View Service Requests
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::* Create Service Requests
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::* Update Service Requests
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::* Resolve Service Requests
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::* Close Service Requests
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::* View Customer Records
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::* Export Request List
 +
::* Manage Boards
 +
</div>
 +
</div>
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</div>
 +
 +
===Services Manager===
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 +
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).
 +
<div class="mw-collapsible-content">
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
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:: '''Application Rights'''
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::* View Service Records
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::* Create Service Records
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::* Edit Service Records
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::* Delete Service Records
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::* Manage Subscriptions
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</div>
 +
</div>
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</div>
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{{TOP}}
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==System and Application Roles==
 +
=== 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===
 
===Self Service User===
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=== Service Desk Admin ===
 
=== Service Desk Admin ===
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This role is for a Service Desk Administrator. It includes rights to administrative functions such as setting up support teams as well as being able to cancel requests.
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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. Please be aware that assigning this role gives the user the ability to see the details and perform actions on any request on your instance, regardless of their team visibility. This Role also overrides any locks placed on Request Actions by the Business Process Workflow. This is effectively a Request "Super User" role.
  
 
=== Service Manager Authorised Guest ===
 
=== Service Manager Authorised Guest ===
 
This role is for guests accessing the Hornbill Customer Portal.
 
This role is for guests accessing the Hornbill Customer Portal.
  
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=== Service Manager Reporting===
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=== 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
 
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
  
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===Service Request Assignee===
 
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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.
 
  
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===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.
 
  
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===Service Request User===
 
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This role is for a user of Service Request Management. It includes rights to view, edit and fulfill Service Requests.
 
  
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===Services Manager===
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{{TOP}}
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This role is for a Services Administrator. It includes rights to add, edit and remove Services from the Service Portfolio.
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 +
== Configuration Management Roles ==
  
−
[[Category:Service Manager Administration]]
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=== 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.
 +
{{TOP}}
 +
-->
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[[Category:HDOC]]

Latest revision as of 22:02, 9 February 2024

This document can now be found at its new location in the Hornbill Document Library.

Service Manager Roles

Retrieved from "https://wiki.hornbill.com/index.php?title=Service_Manager_Roles&oldid=31926"