Access Control for View Requests

Access Control

A service desk engineer can view all the service desk records by default.

To restrict access to the service desk records belonging to for e.g. a department or a location, a rule has to be defined in every project.

This is particularly helpful in large organizations as it limits a service desk engineer to view service desk records of his specialized area only.

Click ‘Add’ to display a screen as shown below.

Sr. No	Field Name	Description
1	Name	Enter a user-friendly name for the rule
2	Description	Enter some description for the rule
3	Location	All – Can view service desk records belonging to all the locations User Location – Can view service desk records of the logged in user’s location. Custom – Select the specific locations. Can view service desk records for the selected locations from the ‘Select Location’ box
4	Department	All – Can view service desk records belonging to all the departments User Departments – Can view service desk records of the logged in user’s department. Custom – Select the specific departments. Can view service desk records for the selected departments from the ‘Select Department’ box
5	Sub Category	All -- Can view service desk records belonging to all the subcategory Custom -- Select the specific subcategory. Can view service desk records for the specified subcategory from the ‘Select Subcategory’ box
6	Category	All -- Can view service desk records belonging to all categories Custom -- Select the specific category. Can view service desk records for the specified category from the ‘Select Category’ box
7	Service	All -- Can view service desk records belonging to all the services. Custom -- Select the specific services. Can view service desk records for the selected services from the ‘Select Services’ box
8	Roles	Select one or multiple roles. The access privileges will be for these role/ roles
	Add Users
9	Filter By	All – displays all the users Location – select this option to display a drop down ‘Select Location’ with all the locations Department -- select this option to display a drop down ‘Select Department’ with all the departments
10	Select User	In this box the list of users will be displayed depending on the ‘Filter By’ conditions
11	Save	Click ‘Save’ to save the rule
12	Cancel	Cancels the rule

Note: These records will be displayed in the ‘All Request’/'All Incidents'/'All Problems'/'All Changes' tab. By default this tab will be visible only to a service desk engineer. This tab can be made visible for other users by enabling ‘Display All Request tab for Service Desk Users’ variable in config settings section

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