Below is a list of possible roles (or privileges) that can be assigned to a Privileged User in ServicePRO.
Data Access Roles
|The ability to generate, delete and customize reports in ServicePRO.
|Request View - All Transactions
|The ability to view all transactions (updates, workflow changes, system generated updates) in the history of a service request.
|Request View - Full Summary
|The ability to view all service request properties.
|Request View - Public Summary
|The ability to view only public properties on a service request (reference number, title, status and time logged)
|Request View – Public Transactions
|The ability to view only public transactions in the history of a service request.
|Manage – Delete Request
|The ability to permanently delete a service request in ServicePRO.
|Manage – Performance Rating
|The ability to rate the service received on a request on behalf of the requester.
|Manage – Purchase Approval
|The ability to approve items for purchase on a purchase request.
|Manage – Purchaser
|The ability to generate purchase orders and receive items ordered on a purchase order.
|Manage – Revise Memo
|The ability to modify previously entered memos and the time worked on a service request.
|Workflow – Dispatch
|The ability to route a service request to and from a dispatch folder to other queues you have access to.
|Workflow – Forward To
|The ability to route a service request to a selected Organizational Unit or queue folder.
|Workflow – Move From
|The ability to route a service request to another queue folder.
|Workflow – Pass Direct
|The ability to set another Support Rep or Team as the owner of a service request.
|Workflow – Submit
|The ability to add a new service request on behalf of another user.
|Workflow – Support Rep
|The ability to update and/or take ownership of a service request.
|Workflow – Update
|The ability to update a service request without the ability to take ownership of a service request. Also provides Workflow - Move From role automatically.
End User Access
|Custom Fields – End User Access
|The ability for the End User to access the Custom Fields section.
| Role Description
|The ability to grant or deny roles to a user or team (access to Role Based Access Module).
|The ability to create, modify, de-activate and delete assets.
|Data Analysis Designer
|The ability to access the Report Designer to customize reports.
|The ability to manage all ServicePRO objects excluding assets.
|The ability to design and modify project and quick request templates.
|The ability to design and modify business rules.
|Custom Object Designer
|The ability to design and modify fields for ServicePRO objects.