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Roles Index - RBAC

Below is a list of possible roles (or privileges) that can be assigned to a Privileged User in ServicePRO.

Data Access Roles

Role NameRole Description
Data AnalysisThe ability to generate, delete and customize reports in ServicePRO.
Request View – All TransactionsThe ability to view all transactions (updates, workflow changes, system generated updates) in the history of a service request.
Request View – Full SummaryThe ability to view all service request properties.
Request View – Public SummaryThe ability to view only public properties on a service request (reference number, title, status and time logged)
Request View – Public TransactionsThe ability to view only public transactions in the history of a service request.

Request

Role NameRole Description
Manage – Delete RequestThe ability to permanently delete a service request in ServicePRO.
Workflow – Forward ToThe ability to route a service request to a selected Organizational Unit or queue folder.
Workflow – Move FromThe ability to route a service request to another queue folder.
Workflow – Pass DirectThe ability to set another Support Rep or Team as the owner of a service request.
Workflow – SubmitThe ability to add a new service request on behalf of another user.
Workflow – Support RepThe ability to update and/or take ownership of a service request.
Workflow – UpdateThe ability to update a service request without the ability to take ownership of a service request.

End User Access

Role NameRole Description
Custom Fields – End User AccessThe ability for the End User to access the Custom Fields section.

System Management

Role Name Role Description
Access ControlThe ability to grant or deny roles to a user or team (access to Role Based Access Module).
Asset AdministratorThe ability to create, modify, de-activate and delete assets.
Data Analysis DesignerThe ability to access the Report Designer to customize reports.
ServicePRO AdministratorThe ability to manage all ServicePRO objects excluding assets.
Project DesignerThe ability to design and modify project and quick request templates.
Rule DesignerThe ability to design and modify business rules.
Custom Object DesignerThe ability to design and modify fields for ServicePRO objects.