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Service Manager roles are collections of rights that provide access to different features and functionality within Service Manager. System roles are provided with preset rights that are required for users to perform common job roles within the Service Desk. User defined roles can also be created.
Topics Covered
Asset Management Roles
Change Management Roles
Incident Management Roles
Problem Management Roles
Release Management Roles
Service Request Roles
System and Application Roles
Configuration Management Roles
Before you Begin
Have an understanding of how roles are managed
::: tip
Assigning a role with a privilege level of user or higher to a user can automatically allocate a Service Manager subscription license to that user.
:::
System Roles
System roles are provided when Service Manager is installed or updated. These roles can not be modified, other than assigning users to the roles.
Asset Management Roles
Role
Description
Asset Management Admin
This role is for an Asset Management administrator. It includes rights to define new and edit existing Asset Types as well as being able to add detailed Asset information
Asset Management User
This role is for an Asset Management user. It includes rights to define new and edit existing Assets as well as being able to add detailed Asset information.
Asset Manager
This role should be granted to Asset Managers. It is used for task/activity assignment in the Hornbill Business Process Manager.
Software Asset Management User
This role is for a Software Asset Management User. It includes rights to view Software Asset Management records.
Change Management Roles
Role
Description
CAB Approver
This role should be granted to CAB Approvers. It is used for task/activity assignment in the Hornbill Business Process Manager.
Change Calendar Viewer
This roles grant read only access to the Change Calendar and scheduled Change Requests.
Change Management Full Access
This role is for a senior user of Change Management. It supersedes the Change Management User role and includes rights to cancel and reopen Change Requests.
Change Management User
This role is for a user of Change Management. It includes rights to view, edit and complete Change Requests.
Change Manager
This role should be granted to Change Managers. It is used for task/activity assignment in the Hornbill Business Process Manager.
Change Request Assignee
This role should be granted to Users who have the 'Change Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Incident Management Roles
Role
Description
Incident Assignee
This role should be assigned to Users who have the 'Incident Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Incident Management Full Access
This role is for a senior user of Incident Management. It supersedes the Incident Management User role and includes rights to cancel and reopen Incidents.
Incident Management User
This role is for a users that perform day to day work within Incident Management where they are required to raise, manage, and close Incident records.
Problem Management Roles
Role
Description
Known Error Assignee
This role should be assigned to Users who have the 'Problem Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Problem Investigation Assignee
This role should be granted to Users who have the 'Problem Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Problem Management Full Access
This role is for a senior user of Problem Management. It supersedes the Problem Management User role and includes rights to cancel and reopen Problems.
Problem Management User
This role is for a user of Problem Management. It includes rights to view, edit and resolve Problems.
Release Management Roles
Role
Description
Release Assignee
This role should be granted to Users who have the 'Release Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager
Release Management Full Access
This role is for a senior user of Release Management. It supersedes the Release Management User role and includes rights to cancel and reopen Release
Release Management User
This role is for a user of Release Management. It includes rights to view, edit and complete Releases
Release Manager
This role should be granted to Release Managers. It is used for task/activity assignment in the Hornbill Business Process Manager
Service Request Roles
Role
Description
Service Request Assignee
This role should be granted to Users who have the 'Service Request User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Service Request Full Access
This role is for a senior user of Service Request Management. It supersedes the Service Request User role and includes rights to cancel and reopen Service Requests.
Service Request User
This role is for a user of Service Request Management. It includes rights to view, edit and fulfill Service Requests.
Services
Role
Description
Services Manager
This roles provides administrative options to manage services and their content within Service Portfolio area. A user who is assigned this role will be able to see Services that they own and non-private Services that they support. To see all the Services in the system, you'll need to be in context of a user who is assigned a role that has "admin" privilege level (E.g. Admin Role or Super User Role).
Administration Roles
Role
Description
Service Desk Admin
This role is for a Service Desk Administrator. It includes all rights to administrative functions such as setting up support teams as well as being able to cancel requests. Please be aware that assigning this role gives the user the ability to see the details and perform actions on any request on your instance, regardless of their team visibility. This is effectively a Request "Super User" role.
Advanced Request Task Completer
This role is for a user who can complete tasks that are assigned to another person. This only applies to requests in Service Manager. Supporting teams of a service that is associated to a request will be respected otherwise if a request is not associated to a service, then the user can complete tasks that are assigned to the user's team(s) members.
All Request Access
This role provides super user functionality as it grants underlying access to all requests, not just those inside an individual user's service subscription model. Note, with this role a user will not see requests outside of their service subscription model on the request list or when searching for requests through the global search.
Service Manager Delete Questions
This role allows Users to delete questions from a Request, designed to help remove sensitive information that cannot otherwise be removed or amended.
Hornbill Service Manager Integrations
This role is only intended for accounts used to enable integrations or to perform imports.
Self Service
Role
Description
Self Service User
This role is for a self service User that requires access to Self Service Portal to be able to raise and view Requests.
Self Service Request Cancel
This role is for a SelfService User that requires access to Cancel Service Requests in the SelfService Portal
Service Manager Authorized Guest
This role is for guests accessing the Hornbill Customer Portal.
Reporting
Role
Description
Service Manager Reporting
This Role grants the user the ability to create, update, and manage all aspects of reporting within Service Manager. This includes measures, widgets, dashboards, slideshows, and reports
Service Manager In-App Reporting
This role provides access to the Reports feature in Service Manager.
Configuration Management Roles
Role
Description
Configuration Manager Admin
This role gives someone the ability to add and modify CI configuration settings such as setting which CIs are in policy and the configuring the two way relationships between the CI. Assign this role to the main users of the full Configuration Manager app.
Configuration Manager User
This role is great for giving a user read-only access to the CI explorer. This lets them browse through the linked CIs to help with Incident investigation, problem management, or a view of the impact that something may have. Assign this role to user of Service Manager that need to be able to launch the CI Explorer from a request, asset, or a service, but do not need full access to the Configuration Manager app.
User Created Roles
When a unique set of right is required that is not covered by the system roles, a custom role can be created.
Click on + Create New Role
Provide a unique ID. This can not be the same as any other role.