Roles

Roles are an integral part of the system necessary for controlled access to the system.

SapphireIMS is shipped with default roles for each of the four ITIL project templates as listed below.

Default roles shipped with SapphireIMS Service Desk

1. Submitter - The person who uses IT Service and reports requests against the service.

2. Technician - is a Technical Management role which provides technical expertise and support for the resolution of the service desk request.

3. Approval Manager - The person whose approval is mandatory to proceed with the service request work flow and take the request to a logical conclusion.

4. Inter Project Admin - This person has the privilege to transfer requests to other projects.

5. Child Request Access - This person has the privilege to submit dependant (child) records for service desk (parent) records.

Access Privileges for Submitter

Submit Record
- Send Mails
- Perform bulk state movement of records
- Associate assets to service desk records
- Change the source of the record
- Access to archived records
- Delete mail attachments
- Cancel Record
- Copy Record
- Edit Enclosure Comments

Access Privileges for Technician

In addition to the above mentioned submitter privileges, the technician can have the privilege to

- View all submitted records for the project
- View all SLA violated records
- Change/create work group
- Change the owner of the record
- Submit the record on behalf of other users
- View in built reports and configure custom and scheduled reports

Note: The Technician role can have the maximum access privileges for the project

Access Privileges for Approval Manager

In addition to the above mentioned submitter privileges, the approval manager can have the privilege to

- Change the approval manager but not the owner of the record
- View all submitted records for the project
- View all SLA violated records
- Change/create work group
- View in built reports and configure custom and scheduled reports

Note: Both the technician and approval manager roles have the access to the reports module – view inbuilt reports and configure custom and scheduled reports

Access Privileges for Inter Project Admin

He has the same access privileges as the submitter but he cannot copy the record, change the source of the record or edit the enclosure comments.

Note: Only users with Inter Project Admin role can perform a service desk record transfer operation from one project to another. The ‘Inter Project Admin’ role will have access to multiple projects. This is useful when a service desk record has to be transferred from one project to another

Access Privileges for Child Request Access

He has the same access privileges as the submitter but he cannot copy the record, change the source of the record or edit the enclosure comments.

Note: Any role added in SapphireIMS Service Desk must be inherited from any one of the roles mentioned above.

Default roles specific to Incident Management Template

1. User - The person who submits the incident. This role is inherited from the Submitter role. Therefore, all privileges that are applicable to the 'Submitter' role are applicable to the User.

2. Service Desk Engineer - is inherited from 'Technician' role. The person who uses his engineering capacity to work on the incident. The Service Desk Engineer is also known as 1st. level support. The responsibility of 1st Level Support is to register and classify received requests and to undertake an immediate effort in order to restore a failed IT service as quickly as possible.

3. L2 Team – is inherited from 'Technician' role. 2nd Level Support takes over incidents which cannot be solved immediately with the means of 1st. level support.

4. L3 Team - 3rd Level Support takes over incidents which cannot be solved immediately with the means of 2nd. level support.

5. On-Site Technical Staff - is inherited from 'Technician' role. The engineer who works at the site of the incident.

6. Service Desk Supervisor - is inherited from 'Technician' role. The person who ensures that the IT service provider can provide minimum agreed service levels in cases of disaster, by reducing the risk to an acceptable level and planning for the recovery of IT services.

7. Technical Management - is inherited from 'Technician' role. The person who provides technical expertise and support for the management of the IT infrastructure.

8. IT Operations Manager - is inherited from 'Approval Manager' role. An IT Operations Manager is needed to take overall responsibility for a number of Service Operation activities. For instance, this role will ensure that all day-to-day operational activities are carried out in a timely and reliable way.

9. Approval Manager - is inherited from 'Approval Manager' role. The person whose approval is mandatory to proceed with the request work flow and take the request to a logical conclusion.

10. 3rd. Party - 3rd Party is typically located at hardware or software manufacturers (third-party suppliers) with the aim to restore a failed IT Service as quickly as possible.

11. Inter Project Admin - is inherited from 'Inter Project Admin' role. This person has the privilege to transfer requests to other projects

12. Child Record Access - is inherited from 'Child Request Access' role.

Default roles specific to Problem Management Template

1. Problem User - The person who submits the problem. This role is inherited from the Submitter role. Therefore, all privileges that are applicable to the 'Submitter' role are applicable to the Problem User.

2. Problem Support Engineer - The person who analyzes, classifies and provides resolution to the problems submitted. This role is inherited from the 'Technician' role. Therefore, all privileges that are applicable to the 'Technician' role are applicable to the Problem Support Engineer.

3. Problem Manager - is inherited from 'Technician' role. The person who is responsible for efficiency and effectiveness of the Problem Management process

4. KEDB Manager - KEDB stands for 'Known Error Database'. The Knowledge Manager ensures that the organization is able to gather, analyze, store and share knowledge and information. His primary goal is to improve efficiency by reducing the need to rediscover knowledge. The KEDB Manager role can be inherited from any of the default roles. The access privileges can be defined based on the role from which it is inherited.

5. Inter Project Admin – is inherited from 'Inter Project Admin' role. This person has the privilege to transfer requests to other projects

Default roles specific to Change Management Template

1. Change Requester - The person who submits the change request. This role is inherited from the Submitter role. Therefore, all privileges that are applicable to the 'Submitter' role are applicable to the Change Requester.

2. Change Tester - The person who tests the implemented changes. This role is inherited from the 'Technician' role. Therefore, all privileges that are applicable to the 'Technician' role are applicable to the Change Tester.

3. Change Manager - is inherited from 'Technician' role. The person who manages the changes, gets approval and ensures that the approved changes are implemented and resolved.

4. Change Builder - is inherited from 'Technician' role. The person who implements the changes and builds the change

5. Change Approval Manager - is inherited from 'Approval Manager' role. This person is also member of the Change Advisory Board and has the authority to approve the change after CAB members gives approval

6. CAB Member - is inherited from 'Technician' role. The person who is the member of the Change Advisory Board, assesses the RFCs and approves the changes.

7. Inter Project Admin – is inherited from 'Inter Project Admin' role. This person has the privilege to transfer requests to other projects

Default roles specific to Service Request Fulfillment Template

1. User - The person who submits the service request. This role is inherited from the Submitter role. Therefore, all privileges that are applicable to the 'Submitter' role are applicable to the User.

2. Technician - is a Technical Management role which provides technical expertise and support for the resolution of the service desk request. This role is inherited from the 'Technician' role.

3. Service Desk Engineer - is inherited from 'Technician' role. The person who uses his engineering capacity to work on the service request. The 'Service Desk Engineer' is also known as 1st. level support. The responsibility of 1st Level Support is to register and classify received requests and to undertake an immediate effort in order to restore a failed IT service as quickly as possible.

4. Service Desk Supervisor - is inherited from 'Technician' role. The person who uses his knowledge and experience to resolve the service request.

5. Onsite Technical staff - is inherited from 'Technician' role. The engineer who works at the site of the request.

6. L2 Team – is inherited from 'Technician' role. 2nd Level Support takes over requests which cannot be solved immediately with the means of 1st. level support.

7. L3 Team - is inherited from 'Technician' role. 3rd Level Support takes over requests which cannot be solved immediately with the means of 2nd. level support.

8. 3rd. Party - 3rd Party is typically located at hardware or software manufacturers (third-party suppliers) with the aim to restore a failed IT Service as quickly as possible.

9. Approval Manager - is inherited from 'Approval Manager' role. The person whose approval is mandatory to proceed with the request work flow and take the request to a logical conclusion.

10. IT Operations Manager - is inherited from 'Approval Manager' role. An IT Operations Manager is needed to take overall responsibility for a number of Service Operation activities. For instance, this role will ensure that all day-to-day operational activities are carried out in a timely and reliable way.

11. Inter Project Admin - is inherited from 'Inter Project Admin' role. This person has the privilege to transfer requests to other projects

12. KB Manager - The Knowledge Manager ensures that the organization is able to gather, analyze, store and share knowledge and information. His primary goal is to improve efficiency by reducing the need to rediscover knowledge.

In addition to the above mentioned default roles, you can add new roles as explained below.

Delegation

You can delegate tickets to another technician in the absence of the assigned technician. Similarly tickets that are in the State 'Waiting for Functional Manager' can be delegated to an alternate approval manager for approval.

Default User Addition Rule

You can allocate users to a default user role. This feature helps in automatically allocating many service desk users to the default role. This is applicable only to roles inherited from the 'Submitter' role.