OOTB Security Design

CSM provides an OOTB security design to get new systems started. This design has all the Security Groups, Roles, and Teams/Workgroups to successfully access CSM features and CSM data. We recommend implementing this OOTB design and adding Users and Customers by creating User and Customer Profiles. Later, edit the security design or create a new security design to meet specific organizational needs.

Use the User/Customer Worksheet to determine to which Security Group and Teams/Workgroups each User/Customer is assigned.

Below is a high-level summary of the OOTB security design. For a detailed design spreadsheet, refer to the CSM OOTB Security Design Spreadsheet (posted to our Support Portal).

Security Groups

 

Administrator

Service Desk Manager

Service Desk Level 1, 2, or 3

Portal Workgroup Manager

Portal Customer

Roles Service Desk Technician

Service Desk Manager

Service Desk Manager

Portal End-User Portal End-User Portal End-User
Typical Rights
  • Viewer: Access to data (General Customer, Executives, etc.).
  • Service desk: Access to record logging.
  • Design: Access to design functionality (example: Can create, edit, or delete Dashboards).
  • Administrator: Access to administrative functions and tools (example: Security and settings).
Functionality  
View, Add, Edit, Delete, Allow, Run, Open Full Most service desk, some design, some administrator. Some service desk, limited design, no administrator. Limited service desk, no design, no administrator. Very limited service desk, no design, no administrator.
Data          
View, Add, Edit, Delete, Allow, Run, Open Full Most Some Limited Very limited