Access Control

A Service Desk engineer can view all service desk records of the project to which he or she is assigned. To restrict access to the Service Desk records belonging to a particular department or location, a rule has to be defined in every project. This may be required when there are a number of engineers and it helps to keep the engineers focussed on their areas of responsibility.

Select 'Group Access Control' option on the right hand side panel.
Click on 'Access Control'. A list of configured Access Control rules is displayed.

You can edit an existing access control by clicking on it or click on 'ADD' to add a new access control.

The fields are described below.

Serial 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 locations selected 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 departments selected from the ‘Select Department’ box
5	Service	All -- Can view service desk records belonging to all the services. Custom -- Select the specific services. Can view service desk records for the services selected from the ‘Select Services’ box
6	Category	All -- Can view service desk records belonging to all the categories Custom -- Select the specific category. Can view service desk records for the specified category from the ‘Select Subcategory’ box
7	Sub Category	All -- Can view service desk records belonging to all sub categories Custom -- Select the specific category. Can view service desk records for the specified sub category from the ‘Select Category’ box
8	Derived Fields	All -- Can view service desk records belonging to all the derived fields Custom -- Select the specific derived field. Can view service desk records for the specified derived field from the ‘Select Derived Field’ box
9	Roles	Select one or multiple roles. The access privileges will be for these role/ roles
Add Users
10	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
11	Select User	In this box the list of users will be displayed depending on the ‘Filter By’ conditions

Click on 'Save' or 'Update' to save the access control.
To delete an access control, select the control on the listing screen and click on 'DELETE'.

Note: These records will be displayed under each of the Projects when 'Overall' option is selected. By default this option is visible only to a Service Desk engineer. This option can be made visible for other users by enabling ‘Display All <project> tab for Service Desk Users’ flag in 'Project Settings'.