Service Manager
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 | |
|
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 |
|
| 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 | |
| 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 |
| Admin, KM, PM, SDA, SDM, SDACL, SDACM | ||
| Email Config | Admin | |
| 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 | |
| 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 | Consoles and Portals in Service Manager |
| 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 | Self Service Mobile Portal |
| 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 | |
| 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 | |
| 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 | |
| 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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