Configuring security groups for user access

To ensure that users can access the appropriate Control Desk Service Portal functions, administrators must configure security groups that grant users access to the applications that are required for their role.

There are three principal kinds of Service Portal users. The following table describes these users and their access requirements.

Table 1. Service Portal users
User	Function	Application access that is required
Administrator or service desk manager	These users manage service desk agents and other users. They can add and remove users and edit user information. Administrators can also configure the user interface.	Self Service Center People Users
Service desk agent	Agents view and work with the tickets that are assigned to them, change the status of tickets, and record how they resolve issues.	Self Service Center Incidents Person Groups
Self-service user	A self-service user is any user in your enterprise who needs access to the Self Service Center to search for solutions, view news bulletins, report issues, request services, or chat with an agent to resolve issues.	Self Service Center

When a user is added to the Service Portal, one or more roles can be assigned to the user. A user role is equivalent to a security group, which is defined in the Security Groups application in the standard IBM Control Desk user interface.

Administrators control how security groups are defined. There are two ways to create security groups:

Create custom security groups: You can create your own security groups or you can modify existing security groups. You must ensure that you have a security group for each user role in the preceding table and that you grant access to the applications that are required for the user role.; For more information about granting access to applications, see Authorizing application privileges for security groups.

Install IBM Control Desk Optional Content and use pre-configured security groups

Optional content packages consist of artifacts and configurations that can be installed with IBM Control Desk and used to facilitate implementation. The optional content packs include the following pre-configured security groups, which can be used for Service Portal user roles:

SDASELFSERV - for self service users
MAXADMIN - for administrative users
SDAAGENT - for agent users

Note that optional content packages must be installed when you first deploy an IBM Control Desk instance in the cloud.

Feedback