Security Examples

To allow a user, such as a Self Service customer, to view an incident which he has created and has been assigned to a different Service Desk Analyst, do the following:

1.

Within the User Management workspace, on the Roles page, click Service Desk Analyst.

2.

On the Object Permissions page, click Edit for incident.The ServiceDeskAnalyst accessing Incident page opens.

3.

Click Add to add a table row for adding a case.

4.

Select View from the drop-down list.

5.

Select CreatedBy as the first operator to constrain from the drop-down list.

6.

From the next drop-down list, select is as the first negation.

7.

From the next drop-down list, select equal to as a matching value.

8.

Enter $(CurrentLoginId()) in the last field.

9.

Save your changes. The case is saved, and is the display changes to read:

Upon logging in as a Self Service user, the incident grid displays any incident he has created as a view-only entry.

To allow Service Desk Analysts to view and update their created incidents through their lifecycles, do the following:

1.

Within the User Management workspace, on the Roles page, click Service Desk Analyst.

2.

On the Object Permissions page, click Edit for incident.The Service Desk accessing Incident page opens.

3.

Click Add to add a table row for adding a case.

4.

Select Update and View from the drop-down list.

5.

Select Employee (via IncidentOwnerEmployee) as the first operator to constrain from the drop-down list.

6.

From the next drop-down list, select is as the first negation.

7.

From the next drop-down list, select the logged-in user as a matching value.

8.

Save your changes. The case is saved, and is the display changes to read:

Upon logging in as a Service Desk Analyst, the incident grid displays only his assigned incidents.

To allow a Service Desk Manager to update and view incidents created by himself and any subordinates, do the following:

1.

Within the User Management workspace, on the Roles page, click Service Desk Manager.

2.

On the Object Permissions page, click Edit for incident.The ServiceDeskManager accessing Incident page opens.

3.

Click Add to add a table row for adding a case.

4.

Select Update and View from the drop-down list.

5.

Select Employee (via IncidentOwnerEmployee) as the first operator to constrain from the drop-down list.

6.

From the next drop-down list, select is as the first negation.

7.

From the next drop-down list, select the logged-in user as a matching value.

8.

Click the or the logged-in user's subordinates checkbox.

9.

Save your changes. The case is saved, the display changes to read:

Upon logging in as a Service Desk Manager, the incident grid displays incidents created by the manager and any employees listed in the reporting hierarchy.