Service Manager Roles

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Introduction

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.

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

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

Asset 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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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

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
  • Advanced Request Task Completer

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

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.

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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
  • Advanced Request Task Completer

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

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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
  • Advanced Request Task Completer

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

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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
  • Advanced Request Task Completer

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

Release Manager

This role should be granted to Release Managers. It is used for task/activity assignment in the Hornbill Business Process Manager (Top of Page)

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
  • Advanced Request Task Completer

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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

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

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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

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. 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 is effectively a Request "Super User" role.

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 (Top of Page)

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. (Top of Page)

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