User roles in Control Desk Service Portal
User roles in Control Desk Service Portal determine what a user has access to in the Service Portal interface.
- Service desk agents have a dashboard where they can view and work with tickets that are assigned to them, change the status of tickets, and record how they resolve issues.
- Administrators have an Administration menu that provides the ability to manage users and configure the user interface.
- Self service users view a Self Service Center where they can view news bulletins, search for solutions to issues, report issues, request services, view tickets that they entered, or chat with service desk agents to resolve issues.
Administrators assign one or more roles to a user when adding the user to the Service Portal. User roles in Service Portal are equivalent to the security groups that are defined in the Security Groups application in IBM Control Desk.
There are three principal kinds
of Service Portal users.
The following table describes these users and their access requirements.
| 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 |
| 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 |
| 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 you define security groups for the Service Portal in IBM Control Desk, ensure that you grant access to the applications that the user needs.