Service Manager

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Workspace Index

This section lists the default workspaces that are included with the Service Desk console.

Workspace Name Default Roles Documentation Link
Account Admin Entering Account Information
Agent Skill

Admin

Configuring Agent Voice Settings
Agent Task Admin, ConM, DA, DM, IM

Viewing Agent Tasks

Alert

Admin, SDM, SDA, SS, SSCL

About Alerts
Alerts

SSM, SO

About Alerts
Analytic Metrics Admin About Analytic Metrics

Announcement

Admin, ChM, PM, SDA, SDM, SDMCL Announcements and FAQs
Announcements SS, SSM, SO, SSCL Announcements and FAQs
Approval Admin, ChM, KM, PM, RelM, SDA, SDM, SDACL, SDMCL Working with Approvals
Approval Vote Tracking Admin, ChM, KM, RelM, SDA, SDACL Viewing Approvals for All Change Requests
Asset Data Mapping Admin Asset Data Mapping

Asset Processor Configuration

Admin, ChM, ConM, DM, IM, KM, LM, PPM, PrbM, PrjM, RelM, RepM, SDM, SDMCL

Asset Processor Configuration

Attachment Admin Working With Attachments and URLs
Authentication Provider Admin Working with ADFS/SAML
Baseline Mapping Admin, ConM, IM About the Configuration Baseline
Business Value Modeling Admin Business Value Modeling
Calendar Item Admin Configuring the Change Calendar
Call Log Admin, SDMCL, SDACL Working with the Call Log
Change Admin, ChM, ConM, E, IM, PM, RelM, RepM, SDA, SDM Working with Change Management
Change Approval Board ChM Change Approval Boards
Change Calendar Admin, ChM, ConM, IM, PM, RelM, SDA, SDM Using the Change Calendar
Change Lockout Admin, ChM, ConM, IM Setting up a Change Window and Lockout
Change Window Admin, ChM, ConM, IM Setting up a Change Window and Lockout

CI

Admin, DA, DM, ChM, KM, LM, RepM, SDA, SDM, SDACL, SDMCL

Working with the CI Map

About Creating a Configuration Item

CI Availability Log Admin, DA, DM CI Availability Log
CI Component Admin  
CI Location Admin, ConM, DA, DM Creating Locations and Assigning IP Address Ranges
CI Named Rel Constraints Admin, ConM Defining Constraints for Configuration Item Relationships
CI Named Rel Data Admin, ConM Defining Constraints for Configuration Item Relationships
CI Service Admin, ChM, ConM, DA, DM Working with the CI Map

CI.Service

SDA, SDACL Working with the CI Map
Client Admin not documented as of 10/12/15
CMDB Import Configuration Admin not documented as of 10/12/15
Component ConM, DA, DM, IM not documented as of 10/12/15
Computer Configuration PM, RelM not documented as of 10/12/15
Computer Provisioning Task - Legacy Admin, ChM, ConM, SDA, SDM not documented as of 10/12/15
Configuration Item ConM, DA, DM, IM not documented as of 10/12/15
Contact Group Admin Using Contact Groups
Contact Store Admin Using the Contact Store
Cost Driver Admin, SO Working with Cost Drivers
Cost Item Categories Admin Working with Cost Items
Currency Admin Working with Currencies
Department Admin, SDACL Working with Departments
Discovery Settings DM, IM not documented as of 10/12/15
DSM Managed Software - Legacy Admin, ChM, ConM, SDA, SDM Configuring the DSM Legacy Integration
DSM On-Demand Sync Request - Legacy Admin, ChM, ConM, SDM Configuring the DSM Legacy Integration

DSM Operating System Set - Legacy

Admin, ChM, ConM, SDM Configuring the DSM Legacy Integration
DSM OS Set - Legacy SDA Configuring the DSM Legacy Integration
DSM Package Admin, ChM, ConM, SDA, SDM Working with the New DSM Integration
DSM Software Package - Legacy Admin, ChM, ConM, SDA, SDM Configuring the DSM Legacy Integration
DSM Software Revision Admin, ChM, ConM, SDA, SDM Working with the New DSM Integration
DSM Software Set - Legacy Admin, ChM, ConM, SDA, SDM Configuring the DSM Legacy Integration
Email Admin, KM, PM, SDA, SDM, SDACL, SDACM

Using Email

Setting Up Email

About Email Processing

Email Config Admin

Working with Email Servers

Working with Email Inboxes

Email Object Name Mapping Admin Using the Object Name Mapping Tab
Employee Admin, PM, SDA, SDM, SDACL, SDMCL Working with Employees

Employee Team

ChM, PM, RelM, SDM, SDMCL Working with Teams

EmployeeTeam

Admin Working with Teams
Encryption Key Admin Working with Encryption Keys
Event Admin, DM Configuring Event Management
External Contact Admin Using External Contacts
External Login Admin Viewing a List of Users with External Logins
External Task Admin Using External Tasks
FAQ Admin, PM, SO, SDA, SDM, SS, SSM, SDACL, SDMCL Announcements and FAQs
FRS Approval Status Keyword Admin Using the FRS Approval Status Keyword Tab
FRS Software - Legacy Admin, ChM, ConM, SDM Configuring the DSM Legacy Integration
Fulfillment Item Admin, SDA, SDM, SDMCL Fulfilling Multiple Software Service Requests
Fulfillment Item Package Admin, SDM, SDMCL, SO Working with Fulfillment Item Packages
Gateway Admin, ConM, DM, IM

Gateway Workspace Settings

Hardware Changes IM Viewing Hardware and Software Changes
Ivanti Release Package Admin Using the Service Manager Development Project
Ivanti Release Project Admin Using the Service Manager Development Project
Ivanti Transaction Detail Admin Using the Service Manager Development Project
Ivanti Transaction Set Admin Using the Service Manager Development Project
Home Admin, ChM, ConM, DA, DM, E, IM, KM, LM, PM, RelM, SS, SSM, SO, SDA, SDM, SDACL, SDMCL About the Consoles
Identity Store Admin Using the Identity Store
Inbox Admin Working with Email Inboxes
Incident Admin, ChM, ConM, E, IM, KM, PM, RelM, RepM, SDA, SDM Managing Incidents
Integration Admin How Data Integration Works
Integration History

Admin

Viewing the Integration Status and History
Integration Log Admin Viewing the Integration Log
Integration Queue

Admin

Viewing the Integration Status and History
Integration Trusted Host Admin Setting the Trusted IP Addresses
Inventory Settings Admin, ConM, DM, IM Inventory Settings
ITFM Cost Item Admin About Budgets
Knowledge Admin, KM, PM, SDA, SDM, SO, SDACL, SDMCL Editing Knowledge Layouts
Knowledge Advisory Board KM Setting Up the Knowledge Advisory Boards
Knowledge Base SSM Using the Responsive User Interface
Knowledge Center SS Providing Knowledge Feedback
LDAP Import Log Admin Viewing the LDAP Import Log
Logging Configuration Admin Viewing the Logging Configuration
Logs Admin Working with Logs
Master Budget Plan Admin Creating a Master Budget Plan
Metadata Validation Config Admin Working with Metadata
Metadata Validation Run Admin Working with Metadata
Milestone Admin, ChM, ConM, IM, PM, RelM, SDA, SDM Working with Milestones
Mobile Device Management Admin not documented as of 10/14/15
My Items Admin, SS, SSM, SO, SSCL Using My Items
My Item Status Admin Adding a Status to the My Items Table
Notification Admin Working with Notifications

OLA

Admin Working with Operational Level Agreements

Operational Level Agreement

SO Working with Operational Level Agreements

Org Unit

Admin, ConM, DA, DM, IM, LM Working with Organization Charts
Org Unit Management Admin, IM, DM About the Org Unit Management Workspace
Patch Log Admin Viewing the Patch Log
Portfolio Manager Admin, PPM, PrjM Working with Portfolio and Project Management
Price List Admin Working with Price Lists
Problem Admin, ChM, ConM, E, IM, KM, PM, RelM, RepM, SDA, SDM Working with Problems and Problem Management
Project Admin, PPM, PrjM Working with Portfolio and Project Management
Project Calendar Admin, PrjM About the Project Calendar Workspace
Project Phase Admin, PrjM, PPM (limited) Accessing the Project Workspace
Provisioning Profile Hardware - Legacy Admin, ChM, ConM, SDM Configuring the DSM Legacy Integration
Provisioning Profile Software - Legacy Admin, ChM, ConM, SDM Configuring the DSM Legacy Integration
Public Key Admin Working with Encryption Keys
Release Admin, ChM, ConM, E, IM, PM, RelM, RepM, SDA, SDM Working with Release Management
Release Package ChM, RelM Working with Release Packages
Release Review Board RelM Release Review Board

Report

Admin, ConM, DA, DM, IM, KM, PM, RelM, SDM, SO, SDMCL Viewing Reports
Reports ChM, E, LM, RepM Viewing Reports
Report Templates RepM Creating Reports and Report Templates

Request Offering

Admin Creating a Request Offering

Request Offerings

SO Creating a Request Offering
Risk Calculator ChM Setting the Risk Level
Risk Level ChM Setting the Risk Level
Role Admin Working with Roles
Run Program / Export History Admin Using the Run Program for the Remote Host
Schedule Entry Admin, ChM, ConM, DM, IM

About the Schedule Entry and Scheduled Jobs Workspaces

ScoreCardConfig Admin Using the Score Card
Search Admin, ChM, ConM, IM, KM, LM, PM, RelM, SS, SSM, SO, SDA, SDM, SDACL, SDMCL, SSCL Using Search
Security History Admin Working with Security History

Service

E, PM, RelM  
Services SO  
Service Catalog Admin, SS, SSM, SO Working with the Service Catalog

Service Level Agreements

Admin Working with Service Level Agreements

Service Level Agreement

SO Working with Service Level Agreements
Service Level Packages Admin Working with Service Level Packages
Service Level Target Admin, SO Working with Service Level Targets
Service Request Admin, ChM, ConM, PM, SDA, SDM, SDACL, SDMCL

Working with Service Requests

Skill Admin Customizing Your HEAT Voice-to-Ivanti Service Manager Integration
SLA Subscription SO Working with Service Level Agreements
Slave Tenants Admin Creating a Slave Tenant
Social Board Admin, ChM, E, KM, PM, RelM, SS, SO, SDA, SDM, SDACL, SDMCL, SSCL Using the Social Board
Software Changes IM Viewing Hardware and Software Changes
Software Inventory Admin, ConM, DA, DM, IM, LM

Working with Audits

Sub-Budget Plan Admin Creating a Master Budget Plan
Survey Metric View Admin Working with the Survey Metric View

Task

Admin, ChM, ConM, IM, KM, PM, RelM, RepM, SDA, SDM, SDACL, SDMCL Working with Tasks
Tasks LM Working with Tasks
Task Assignment Status Keyword Admin Using the Task Assignment Status Keyword Tab
Task Catalog Admin, SDM, SO, SDMCL Working with the Task Catalog
Task Catalog for External Task Admin, SO Creating an External Task Catalog Item
Task Catalog Software Installation Admin, SDM, SO Creating Software Installation Catalogs
TaskCatalogStatus Admin Working with the Task Catalog
Tenant Email Mailbox Mapping Admin Using the Field Mapping Tab
Tenant Email Subject Line Admin Using the Ignore a Message with Subject Tab
Timezones

Admin

Working with Dates, Times, and Time Zones
Transaction Audit Log Admin, SDM About the Transaction Audit Log
Truncate Body Rule Admin Using the Truncate Body Tab
Trusted Sender Domain Admin Using the Trusted Sender Domain Tab
Underpinning Contract Admin, SO Working with Underpinning Contracts
URL Workspace Content Admin Adding a Workspace that Displays HTML Content
Validation Results Admin Viewing Validation Results
Vendor Admin, SDM Creating a Vendor
Voice - Agent Group Admin Configuring Group Voice
Voice - Not Ready Reason Admin Customizing Your HEAT Voice-to-Ivanti Service Manager Integration
Voice - Skill Group Admin Configuring Group Voice
Voice - Synch Status Admin Configuring Group Voice
Voice - UI Supported Language Admin Customizing Your HEAT Voice-to-Ivanti Service Manager Integration
Voice Activity Log Admin Viewing the Voice Activity Log
Workflow Instance Admin, ChM, KM Working with Workflow Instances

Role Legend

Admin - Administrator

ChM - Change Manager

ConM - Configuration Manager

DA - Discovery Analyst

DM - Discovery Manager

E - Executive

G - Guests

H - Help Desk Demo

IM - Inventory Manager

KM - Knowledge Manager

LM - License Manager

PPM - Portfolio Manager

PrbM - Problem Manager

PrjM - Project Manager

RelM - Release Manager

RepM - Report Manager

SS - Self Service

SSM - Self Service Mobile

SO - Service Owner

SDA - Service Desk Analyst

SDM - Service Desk Manager

SDACL - Support Desk Analyst for Call Log

SDMCL - Support Desk Manager for Call Log

SSCL - Self Service with Call Log


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