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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[[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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|style="text-align:right;"|[[:Category:Service Manager Administration|Index]]
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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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:* [[#Asset Management Roles|Asset Management Roles]]
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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]]
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:* [[#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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{{RightBox|Related Articles|
 
:* [[Roles |Roles Explained]]
 
:* [[Roles |Roles Explained]]
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{{Section|
 
== Asset Management Roles ==
 
== Asset Management Roles ==
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On the installation of Service Manager a number of default roles are included.
 
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===Asset Management Admin ===
 
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 
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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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<div class="mw-collapsible-content">
 
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:: '''Application Rights'''
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=== Asset Management Admin ===
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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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}}
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</div>
 
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</div>
 
  
 
=== Asset Management User===
 
=== Asset Management User===
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|}}
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 
<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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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}}
 
== Change Management Roles ==
 
== Change Management Roles ==
 
===CAB Approver ===
 
===CAB Approver ===
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::* View Customer Records
 
::* View Customer Records
 
::* Manage Boards
 
::* Manage Boards
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::* Advanced Request Task Completer
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</div>
 
</div>
 
</div>
 
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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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{{TOP}}
 
== Incident Management Roles ==
 
== Incident Management Roles ==
 
=== Incident Assignee===
 
=== Incident Assignee===
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::* View Customer Records
 
::* View Customer Records
 
::* Export Request List
 
::* Export Request List
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::* Advanced Request Task Completer
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</div>
 
</div>
 
</div>
 
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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>
 
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== Problem Management Roles ==
 
== Problem Management Roles ==
 
=== Known Error Assignee ===
 
=== Known Error Assignee ===
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::* Update Locked Problems
 
::* Update Locked Problems
 
::* Update Locked Known Errors
 
::* Update Locked Known Errors
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::* Advanced Request Task Completer
 
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== Release Management Roles ==
 
== Release Management Roles ==
 
=== Release Assignee===
 
=== Release Assignee===
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::* Update Locked Releases
 
::* Update Locked Releases
 
::* View Assets
 
::* View Assets
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::* Advanced Request Task Completer
 
</div>
 
</div>
 
</div>
 
</div>
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===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}}
 
== Service Requests Roles ==
 
== Service Requests Roles ==
 
===Service Request Assignee===
 
===Service Request Assignee===
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::* Manage Boards
 
::* Manage Boards
 
::* Update Locked Service Requests
 
::* Update Locked Service Requests
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::* Advanced Request Task Completer
 
</div>
 
</div>
 
</div>
 
</div>
 
</div>
 
</div>
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{{TOP}}
 
===Service Request User===
 
===Service Request User===
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 
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===Services Manager===
 
===Services Manager===
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Rights" data-expandtext="Show Rights" style="width:800px">
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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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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).
 
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</div>
 
</div>
 
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==System and Application Roles==
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=== My Boards===
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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.
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===Self Service User===
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This role is for a Selfservice User that requires access to Self Service Portal to be able to raise and view Requests.
  
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== System and Application Roles ==
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=== Service Desk Admin ===
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=== Hornbill Service Manager System Role ===
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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.
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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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=== My Boards===
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=== Service Manager Authorised Guest ===
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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.
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This role is for guests accessing the Hornbill Customer Portal.
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=== Reporting Admin ===
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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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{{TOP}}
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== Configuration Management Roles ==
  
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[[Category:Service Manager Administration]]
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=== Configuration Manager Admin ===
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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.
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=== Configuration Manager User ===
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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.
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{{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"