Access Control

A service desk engineer can view all service desk records of the project to which he 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 is particularly helpful in large organizations as it restricts a service desk engineer to viewing service desk records of his specialized area only.

In the 'Settings' panel, click on the '+' sign to expand 'Group Access Control'. Click on 'Access Control' to display the Access Control listing page. 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 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
12	Save	Click ‘Save’ to save the rule
13	Cancel	Cancels the rule

Note: These records will be displayed in the ‘All Requests’/'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