Service Manager

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Example: Giving a Service Desk Manager Access to Incidents for an Organizational Unit

An example of applying organizational unit restrictions on a hierarchical level is to allow a Service Desk Manager to update and view incidents created within the organizational unit, either by himself or by subordinates:

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

1.From the Configuration Console, click Configure > Users and Permissions > Roles and Permissions to open the Roles and Permissions workspace.

2.Click Service Desk Manager.

3.Click the Object Permissions tab.

4.Navigate to the incident business object and click Edit.

5.The ServiceDeskManager accessing Incident page opens. Click the button to add a table row for adding a case.

6.Select Update and View from the drop-down list.

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

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

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

10.Check or the logged-in user's subordinates.

11.Save your changes.

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

•Update and view records where

•Incident's [Profile#Employee.Owner] is the logged in user (or the logged in user's subordinate)

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