Assigning Permissions for Change Functionality

 

This option appears if you have the Service Desk Edition and Change Management functionality is enabled in the Enable Features screen. Select Changes in the Support Representative Roles screen to allow or disallow Change functions such as creating, viewing, updating fields, and routing.

Reader

Click the Reader checkbox to select all Reader permissions, or select one or more of the following:

  • View My Assigned: Select to allow the support representative to view the Change records to which they are assigned.

  • View My Authored: Select to allow the support representative to view the Change records they create.

  • View My Groups: Select to allow the support representative to view those Change records assigned to any member of any group to which the support representative is assigned. Note: the View My Assigned permission is required for this permission.

  • View My Location: Select to allow the support representative to view those Change records assigned to support representatives in the location specified on the Details tab. Note: the View My Assigned permission is required for this permission.

  • View All: Select to allow the support representative to view any Change record in the iSupport application. Note: All View permissions are required for this permission.

Author

Click the Author checkbox to select all Author permissions, or select one or more of the following:

  • Create New: Select to allow the support representative to create new Change records. If this option is not selected, the Create Change option will not be included on the Desktop menu and the New menu in the Change screen.

  • Use Hierarchy Templates: Select to allow the support representative to select a hierarchy template for a Change record. If this option is not selected, the Use Hierarchy Template icon and menu option will not be included in the Change screen. Note: one of the View permissions and the Create New or Edit permission is required for this permission.

  • Add Work History to All: Select to allow the support representative to update the Work History field on any Change record that the support representative can view in the iSupport application. This option is not affected by the Editor options; its purpose is to allow you to restrict updates to only the Work History field if needed.

Editor

Click the Editor checkbox to select all Editor permissions, or select one or more of the following.

Note: if a support representative has the Author | Create New permission but no Editor | Edit permission, the Save and Close Window menu option and icon will not be available after the change is initially saved.

  • Edit My Assigned: Select to allow the support representative to update any Change record to which they are assigned. If this option is not selected, the support representative will not be able to update their assigned Change records. Note: the View My Assigned permission is required for this permission.

  • Edit My Authored: Select to allow the support representative to update any Change record they create. Note: the View My Authored permission is required for this permission.

  • Edit My Groups: Select to allow the support representative to update Change records assigned to any member of any group to which the support representative is assigned. Note: the Edit My Assigned, View My Groups, and View My Assigned permissions are required for this permission.

  • Edit My Location: Select to allow the support representative to update Change records assigned to support representatives in the location specified on the Details tab. Note: the Edit My Assigned, View My Locations, and View My Assigned permissions are required for this permission.

  • Edit All: Select to allow the support representative to update any Change record in the iSupport application. Note: The View All permission is required for this permission.

  • Change Priority: Select to allow the support representative to select a priority for a saved Change record. If this option is not selected, the Priority field will display in the Change screen but the drop-down list will be disabled. Note: one of the View permissions is required for this permission.

  • Change Status: Select to allow the support representative to select a status for a saved Change record. If this option is not selected, the Status field will display in the Change screen but the drop-down list will be disabled. Note: one of the View permissions is required for this permission.

  • Change Impact: Select to allow the support representative to make a selection in the Impact field for a saved Change record. If this option is not selected, the Impact field will display in the Change screen but the drop-down list will be disabled. Note: the Impact and Urgency fields cannot be enabled or disabled individually; either enable both or disable both. One of the View permissions is required for this permission.

  • Change Urgency: Select to allow the support representative to make a selection in the Urgency field for a saved Change record. If this option is not selected, the Urgency field will display in the Change screen but the drop-down list will be disabled. Note: the Impact and Urgency fields cannot be enabled or disabled individually; either enable both or disable both. One of the View permissions is required for this permission.

  • Route: Select to allow the support representative to assign a Change record to another support representative. If this option is not selected, the Route icon and menu option will not be included in the Change screen and the Assignee link will be disabled. Note: one of the View permissions is required for this permission.

  • Route by Group Only: Select to restrict the support representative to routing only to other support representatives in his/her assigned group(s).  Note: one of the View permissions is required for this permission.

  • Route to Unavailable Reps: Select to enable the support representative to route to support representatives who are unavailable for routing. Support representatives who are unavailable for routing will be designated as "Out". This only affects manual routing functionality; automated routing initiated from an email, mySupport submission, or by rule using load balancing or round robin methods still includes available reps.

  • Route From View: Select to display the Route option in the View component Action menu to the support representative.

  • Schedule Recurring: Select to allow the support representative to schedule tickets on a recurring basis for a specified timeframe. Note: one of the View permissions is required for this permission.

  • Change Approvers: Select to allow the support representative to change approvers when an ad hoc approval cycle is initiated.

  • Update News Feed: Select to include the Update link next to changes in the News Feed dashboard widget for the support representative.

  • Delete: Select to allow the support representative to delete Change records. If this option is not selected, the Delete option will not be included in the Change screen. Note: one of the View permissions is required for this permission.