Service Manager

Working with Users

•About Users

•Working with Employees

•Using External Contacts

•Using the Contact Store

•Working with Teams

•Working with Departments

•Using Contact Groups

•Example: Giving Service Desk Analysts Access to Assigned Incidents

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

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

•Example: Giving Users in the Self-Service Portal Access to Submitted Incidents

About Users

•User Types

•About Adding Users to the System and Assigning Users to Roles

User Types

Service Manager has two user types, enabling a flexible user management interface. You cannot create, modify, or delete these types. These types are:

•Employee: A user that is independent of any specific business objects. Its unique field is LoginID. The application stores and authenticates employees by their user name and password. Employees can log into the application and can be linked to and from other business objects. Employees can be internal or external users, depending on your configuration.

•External Contact: An external contact is independent of any specific business object. Its unique field is email address. External contact user passwords are not stored in the database. External contacts cannot log into the application, but can be referenced by other business objects. For example, an external contact named "Vendor" who reports an incident can be referenced within the incident (in the CreatedBy field).

This structure enables more complex security and access control scenarios:

•Self-Service Portal access for external users.

•Service Desk Analysts can create an incident or service request on behalf of an external user or entity.

•Greater flexibility to model new types of identities and contacts.

•Separation of identity, contact, and organization concepts.

•Visibility and access to business objects in security scopes that encompass hierarchical and horizontal relationships between entities linked to the service delivery.

About Adding Users to the System and Assigning Users to Roles

For information about adding users to the application and assigning users to roles, see Adding Users to the System and Assigning Roles to Users.