Roles

Roles

Roles define permissions that requesters and technicians require to access ServiceDesk Plus MSP Cloud and the modules within the application.
 
Role Required: SDAdmin
 

Technician Roles 

ServiceDesk Plus MSP Cloud comes with predefined roles that can be assigned to technicians. Learn more about the default roles.

You can also create custom roles and assign them to technicians. Multiple roles can be assigned to a technician, but only one admin role can be assigned to a technician.
 
To create a technician role,
  1. Go to Setup > Users & Permissions > Roles.
  2. Click New Role.
  3. Provide a name for the role.
  4. Describe the role, purpose, and usage in the Description field.
  5. Enable Access Permissions by selecting the access level check boxes defined for Requests, Problems, Changes, Releases, Inventory, Purchase, Contract, Solutions, CMDB, Reports, and Maintenance.
Access Permissions
Explanation
Full Control
Grants the technician full access to the module by enabling View, Add, Edit, and Delete permissions. If the module has Advanced Permissions, those options will be automatically enabled.

If any action is disabled in Advanced Permissions, the corresponding Full Control permission will also be disabled.
View
Enables the technician to view only the selected module without being able to perform any operations.
 
Add
Allows the technician to perform add operations in the selected module.
Edit
Enables the technician to perform edit operations in the selected module. The technician cannot perform add/delete operations.  
Delete
Allows the technician to perform delete operations in the selected module. The technician cannot perform add/edit operations.

Info
 If Add, Edit, or Delete access is enabled for a module, the View access is automatically enabled by default. 
  1. The access permissions for Request, Problems, Purchase, Contracts, Customer, Worklog, and Maintenance modules are further categorized under Advanced Permissions. Enable the check boxes as required.
  2. Allow the technician to approve solutions by enabling the respective option.
  3. Allow the technician to export request data from the list view by enabling Allow technician to export data from list view.
  4. Enable the following radio buttons to allow the technician to view data in the modules.
    1. All Module: The technician can access data in all sites and customers.
    2. Module Level Granular Permissions: Select what data the technician can access data in the modules: data in associated customers, associated sites, associated groups and data assigned to the technician, or only the data assigned to the technician.
  5. Finally, click Save.
 

Requester Roles 

Requester roles can only be assigned to account managers of customers. You can create requester roles that provide users with view permissions for specific modules.

To create requester roles,
  1. Go to Admin > Users & Permissions > Roles > Requester Roles.
  2. Click New Requester Role.
  3. Provide a name for the role and a brief description.
  4. Under Access Permissions, enable the check boxes to view assets, reports, problems, work logs, or changes.
  5. Click Save.
 

Learn more about account managers.
 

Edit or Delete Requester/Technician Roles   

You can edit or delete roles from the Technicians Roles/Requester Roles list view.
Click against a role to edit it.
Click against a role to delete it. 
 

View Requesters/Technicians Assigned to Roles 

In the Technicians Roles/Requester Roles list view, click against a role to view the requesters or technicians assigned to that role.
 

 

Default Technician Roles   

Role
Modules Associated
Permissions
AnnouncementConfig
Announcements
Create, edit, delete, and share announcements to users. By default, this role is assigned to all technicians.
AssetConfig
Assets
This role has complete control over the following features.
  1. Asset Management: Product Type, Product, Vendor, Software Type, Software Category, Software License Type, Resource State
  2. Additional Fields: Workstation, Asset License Agreement
  3. Notification Rules: Asset
  4. Probe and Discovery (site-specific): Probe, Credential Library, Windows Domain Network Scan Settings
ContractConfig
Contract and Assets
This role has complete control over the following features.
 
  1. Asset Management: Vendor
  2. Additional Fields: Contract
  3. Notification Rules: Asset
HelpdeskConfig
Requests
This role provides complete control over the following configurations under Setup:
  1. Helpdesk: Category, Status, Level, Mode, Impact, Urgency, Priority, Priority Matrix, Request Type, Task Type
  2. Additional Fields: Request
  3. Templates and Forms: Service Category, Incident Template, Task Template, Reply Template, Resolution Template
  4. Automation: Business Rules (site-specific), Service Level Agreements (site-specific)
  5. Notification Rules: Request Task, Closure Rules, Request Task, Preventive Maintenance Tasks, Technician Auto Assign
  6. Data Administration: Data Archive
PurchaseConfig
Assets and Purchase
This role has complete control over the following features.
  1. Organization Settings: Currency
  2. Asset Management: Product, Vendor
  3. Purchase Management: Default Values, Cost Center, GL Code
  4. Additional Fields: Purchase
  5. Automation: Notification Rules
  6. Closure Rules: Purchase Order Closure Rules
SDAdmin
All modules
Manage all modules in the application with administrative privileges across the organization sites
SDAssetManager
Assets, Purchase, and Contracts
Manage Assets, Purchase, and Contracts modules.
 
View asset and software dashboards.
SDChangeManager
Changes, Requests, and Problems
Perform change approval actions and manage the Changes module
View Helpdesk, Problem, and Change dashboards and technician schedules under Schedule Calendar.
SDCMDBAdmin
CMDB
A mandatory role that allows the technician to access CMDB, Relationships, and CI Types.
SDCMDBManager
CMDB
A mandatory role that allows the technician to access CMDB and Relationships.
SDCo-ordinator
Requests
Access the complete Requests module and view the Technician Availability Chart and request-specific widgets
SDGuest
Reminders and Announcements
Technicians with this role can access the dashboard, reminders, and announcements in the Home tab.
SDMaintenanceManager
Maintenance
Technicians with this role have complete access to the Maintenance module.
SDReleaseManager
Release
Technicians with this role have complete access to the Releases module.
SDRemoteControl
Assets
Access workstations remotely to perform various tasks, especially troubleshooting.
SDReport
Reports
Generate and schedule all types of reports available in the application.
SDSiteAdmin
All modules
Administrative privileges for site-specific associations in the application. Technicians with this role can access only data related to their associated sites.


Info
Default technician roles (except SDGuest and SDSiteAdmin) have unrestricted access to all customer data.
Info
 SDSiteAdmin role is limited to performing actions only within the associated site.
InfoThe default roles cannot be edited or deleted. You can only edit the SDSiteAdmin role among the default roles. 

Operations of SDAdmin and Organization Admin   

SDAdmin has full control over the instance while Organization Admin has full control over the ESM Directory. You can enable organization admin privileges for a user from ESM Directory > Manage Users. Learn more.

SDAdmin and Organization Admin can do the following:
Organization Admin
SDAdmin

  1. Modify Organization Admin role for other users in the ESM Directory.
  2. Remove user from the organization.
  3. Add a new organization user.
  4. Enable/disable login for the organization user.
  5. Manage users via Zoho Directory and perform several operations like creating users, editing users, monitoring user activity, password reset, etc.
 

  1. Import users from the organization account to the instance.
  2. Edit/delete users from the instance.
  3. Change a requester into a technician and vice versa.
  4. Enable or disable login for the user/technician in the instance.
  5. Change roles for a technician.
  6. Edit the primary email of existing users, provided the Organization Admin has enabled the option under ESM Directory > Organization Details.
Info
When an Organization Admin with the SDAdmin role in the instance deletes a user from the organization, the user is removed from both the organization and the instance, i.e., from the application.   

An Organization Admin can modify a user’s personal details, contact information, and other organization-specific attributes. An SDAdmin, on the other hand, can only make changes to the user’s data within the instance.     Only a user with both the Organization Admin and SDAdmin roles in the instance can edit the user’s data at both the organization and instance levels. 

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