Service Manager

Example: Giving a Service Desk Analyst Access to Incidents Assigned to an Organizational Unit

In this case, the Service Desk Analyst should be able to begin work on an incident which is in the unassigned queue for his organizational unit (My Team). At the same time, the Service Desk Analyst should be able to view incidents that are assigned to other members of the team without being able to update them.

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

2.Click Service Desk Analyst.

3.Click the Object Permissions tab.

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

5.The Service Desk accessing Incident Availability 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.In the second drop-down list, select OrganizationalUnit.

9.Skip to the third drop-down list and select is as the first negation.

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

11.Save your changes.

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

•Update and view Records where

•Incident's [Profile#Employee.Owner]OrganizationalUnit is same as logged in user's OrganizationalUnit

Upon logging in as a Service Desk Analyst who belongs to the Sales and Marketing organizational unit, the incident list displays all of the incidents assigned to Sales and Marketing employees (owners).