Documentation forSolarWinds Service Desk

Permissions in change management

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Introduction

The role of the administrator in change management is crucial for seamless workflow processes to take place. Below we have defined the ability enabled by each permission and provided best practices for which permission is required by each persona. Please make sure only relevant users can make changes in the CM lifecycle.

Navigation

Setup > Account > Roles & Permissions.

Permissions required for change management process

Prior to assigning permissions, it is important to understand:

  • What each permission allows
  • Best practices for which permissions are recommended for each task that an individual is responsible for during the Change Lifecycle.

Below are detailed descriptions of which permissions are recommended per user.

All roles that participate in the change management process need permission to create and/or manage.

The following sections explain the CM process and lifecycle in detail. This information is helpful when determining which permissions are relevant to each user.

Set up change management permissions

  1. Navigate to Setup > Account > Roles & Permissions.

  2. Select an existing role or create a new one.

  3. Click Add Permission.

  4. From the dropdown menus select the appropriate action (Create or Manage) and subject (Changes).

  5. Click Create Permission to save changes.

Change Catalog

Table 1: Defining the permission

Action Definition
Manage Allows users to create, delete, or update CCIs
Read Allows users to view approved change catalog items (CCIs)
Create Allows users to create new CCIs ​​
Update Allows users to update existing CCIs
Delete Allows users to delete CCIs

The table above is based on the given scope: Site - Department - State (Draft/Internal/Approved)

Table 2: Best practice to manage the permissions

Role Permission
Owner Manage
CAB Manager Update
Requester Read
Implementer Update

Changes

Table 1: Defining the permission

Action Definition
Manage Allows users to create, delete, or edit a Change Request
Read Allows users to view (only!) ​​
Create

Allows users to: ​

  1. Create new ad-hoc Changes ​
  2. Request Changes using a CCI​​
Update

Allows users to update an existing Change Request. This includes:

  • All editable fields
  • All workflow actions under the Process Tab
  • Modify before/after the Change Process is launched ​​
Delete Allows users to delete a Change Request

The table above is based on the given scope: Site - Department - Requester - Assignee - CC'd on

Some organization only allow pre-approved change processes and therefore you can block the ability to create Ad-Hoc changes. Follow the steps below to ensure you define the proper permissions/restrictions.

  • Navigate to the relevant role
  • Select Add Restriction
  • Make the following selections:
    • Action - Create
    • Subject - Change
    • Scope - Ad Hoc

Table 2: Best practice to manage the permissions

Role Permission
Owner Manage
CAB Manager Update
Requester Create
Implementer Update

Related topics

Change management