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Help with Roles - need Service Manager read-only


Sam P
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Is anyone able to share the details of a role they have created that allows someone read-only access to Service Manager?  I have a small group of users that should be able to view tickets via Service Manager but not log, update, resolve, close or reopen them.   Having some settings to copy would save me a great deal of time.  Thanks in advance 

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@Sam P the most straight forward way is to customise an existing app role.

Navigate to the desired standard role, for example "Incident Management User". Create a copy of this role:

image.png

Edit the newly created role, in this example I named it "Incident Test" and navigate to the Application Rights tab:

image.png

 

In here remove all the app rights, except the "View" rights, for example, it can look like this:

image.png

You can also remove all the rights from the "System Rights" tab, as they are only for actions performed on requests which is something these users won't do.

image.png

Save changes for each tab. Assign this role to the desired users and see how it works. Let us know how it works.

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Thanks @Victor, I copied my Incident Management User role, removed everything as described and added to Test User (of type: User)

image.thumb.png.d3ac0cd996f66cd04f2bf6e62676aa05.png

 

I removed all the original rights except Collaboration Role (it wouldn't let Test User log in without it):
image.thumb.png.4aa724cacfcdf1a7333e16d61da76c98.png

 

However this user can still update requests via the Action Bar:

image.png.f86611347d5e8454ca238e221c428b78.png


I should also have said that they need to maintain the ability to log via Self-Service on the Employee Portal which has been lost.  They are a essentially an employee that can see any request but not do anything on them.
image.png.ce7185655eea88da12c24654af17f2e5.png

Any ideas what to try next? 

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Thanks @James Ainsworththats fixed the logging bit, now I just need to find out if I can remove Service Manager update rights, as they still seem to be able to add Connections and take the Update and Phone actions from the Action bar (not the end of the world I guess).  

 

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