Documentation forSolarWinds Service Desk

Add permissions

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Introduction

Each individual using SolarWinds Service Desk (SWSD) is assigned a role to identify their specific access within the application. Depending on the role assigned to them, users can navigate to specific areas within SWSD, in addition to being assigned permissions and/or restrictions. The permissions/restrictions provide an added level of control for administrators to manage users within your organization.

Administrators create special permissions to increase visibility, collaboration, and access for users who would not normally see an incident based on their assigned role or team membership. For example, a special permission might allow someone to @mention or CC a member of the computers team on an incident ticket so that person could see or manage an incident assigned to mobile devices team.

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ITSM customers ESM customers
Setup > Account > Roles & Permissions

Organization (or Service Provider) > Account > Roles & Permissions

Overview

Based on a selected role, administrators can create customized permissions. Such permissions can add value in other SWSD modules, for example, Incidents, Solutions, and Computers. In each new permission, the administrator defines the actions that can be performed, the module for which those actions can be performed, and the scope of the permission, that is, who has the permission.

Permissions added to non-administrator roles are restricted by role type and subject type. For example, you can give the service agent user permission to manage everything, or you can grant that role permission to manage only incidents for a specific site. But you can't give the requester role those same permissions because the requester role cannot manage incidents.

Available actions, subjects, and scopes

Actions

  • Manage
  • Read
  • Create
  • Update
  • Delete

Subjects

  • All
  • Objects
    • Audit
    • Benchmarks
    • Change Catalog
    • Changes
    • Chat
    • Computers
    • Configuration Item
    • Contracts
    • Incidents
    • Mobile Devices
    • Network Device
    • Other Assets
    • Problems
    • Purchase Order
    • Releases
    • Risks
    • Service Catalog
    • Solutions
    • Users
    • Vendors
  • Setup
    • All
    • Account
    • Users & Groups
    • Integrations
    • Global Settings
    • Service Desk
    • CMDB
    • Discovery & Assets
    • Labs

Scopes

Available scopes are dependent on the type of subject selected. Scope is not available for some subjects, such as benchmarks, network device, risks, vendors, or setup-related subjects.

  • Assignee notifies and allows assignee to perform the action identified in the custom permission.

  • @mention in notifies the person or group mentioned. If f a group is mentioned, the ability to complete an action is not granted to a group. That permission is only granted if an individual is mentioned.

  • Group Assignment notifies the assigned group and allows members of the group to assign and work the ticket.

  • Category grants the defined access to records in the selected category.

  • CC'd on grants the defined access to records where the user has been cc'd.

  • Department grants the defined access to records in the selected department.

  • In context tab grants access to view the audit of a record that the role has access to.

  • Report grants access to view the audit report.

  • Requester grants the defined access to records where the requester is the defined user.

  • Site grants the defined access to records in the selected site.

  • State grants the defined access to records in the selected status.

  • Subcategory grants the defined access to records in the selected subcategory.

  • Supervisor grants the defined access to see users where the supervisor is the user defined in the scope.

Add permission

  1. On the Roles & Permissions index page, scroll down to the specific role type you want to add the permission to.

  2. To the right of that role type, click Add Permission .

  3. In the dialog box, use the dropdown menus to select the action and subject.

  4. Under Scope, click .

  5. Use the dropdown menus to select the scope type and the related value. In some cases the related value will auto-populate.

  6. Click Create Permission to save.

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