What Service Manager Roles exist?

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Home > Administration > Organisational Data > Roles > What Service Manager Roles Exist?

Introduction

Each application is shipped with its own Security roles to govern access to the various areas of that application. Currently, Hornbill Service Manager is shipped with more roles than any other Hornbill App and this reflects the level of granularity that can be achieved through the various combinations of these roles.

The app-specific security roles only become available when the application is installed. Therefore if you don't see any of the roles refereed to in the images and guidance below, then its likely that you are yet to install Service Manager. Click here to find out how to Add More Apps and install Service Manager.

Remember, all application Users must have the Collaboration Role associated to their User Account. In addition they will have one or more of the available Service Manager Roles depending on the areas of Service Manager they need to access. Please ensure you are familiar with the general principles around Roles found here.

The full list of Service Manager specific roles can be found in Hornbill Administration via Home > Hornbill Service Manager > Roles.

Service Manager Roles Quick Start

The image below annotates some of the Service Manager features indicating the role(s) required to expose and access that particular feature.

SM Roles Quick Reference.png


SM Asset Roles Quick Reference.png

Example Service Manager Role Sets

Knowing which roles should be given to users can be difficult to start with. Below are some typical Service Desk personnel which have some suggested roles (expand section for roles) associated to get you started. To upscale or downscale the employee permissions you can simply add or remove roles as required.

A Basic User

Basic User Role
Self Service User

With this combination of roles, the Basic User will be able to access Service Manager content via the Hornbill Service Portal.

Service Desk Analyst

Collaboration Role
Incident Management User
Service Request User

The Service Desk Analyst will be able to view, log new, update and resolve Incidents and Service Requests as well as view configuration items.

Advanced Service Desk Analyst

Collaboration Role
Incident Management User
Service Request User
Change Management User
Problem Management User

The Advanced Service Desk Analysts can perform the same tasks as the Service Desk Analyst but their role also includes Change Management, Problem Management and Known Errors.

Service Desk Manager

Collaboration Role
Service Desk Admin
Services Manager
A Mailbox-related Role(s) (This must be created for your specific mailbox)
Dashboard Viewer
Reporting Admin

The Service Desk Manager will be able to log new and update calls for all call classes as well as the ability to cancel calls or re-open closed calls. In addition the Service Desk Manager can create new Services or edit existing Services. If you have purchased the Hornbill Performance Analytics package you can view great looking Dashboards or Slideshows for detailed performance information.

Change Manager

Collaboration
Change Management User

The Change Manager will allow the user to view, log new, update and resolve Change Requests only.

Service Desk Administrator

Collaboration Role
Admin Role
Service Desk Admin
Services Manager
Asset Management Admin
A Mailbox-related Role(s) (This must be created for your specific mailbox)
Change Calendar Viewer
Service Manager In-App Reporting
Reporting Admin

This role-set will allow unrestricted access to configure all the areas of Hornbill and Service Manager. This roleset would typically be applied to a select number of Users.