Required configuration for user access

The content that is displayed in Control Desk Service Portal is determined by the role of the user who logs in. For example, ticketing agents see a dashboard view of tickets in the system. Administrators must configure IBM Control Desk to grant users access to the appropriate data.

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.

To control user access to the Service Portal, administrators must create security groups for Service Portal user roles that grant access to the appropriate applications.

For more information about creating security groups for user roles, see Configuring security groups for user access.

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