Finer-grained permissions for Service Portfolio

[Gareth Cantrell]

We would like to request some finer-grained permissions for the service portfolio.

Currently, the built-in Services Manager role has the following permissions:

• View Service Records
• Create Service Records
• Edit Service Records
• Delete Service Records
• Manage Subscriptions

There doesn't appear to be any permissions controlling access to the Priority Levels and SLAs.

This means that even though I have created a "Services User" role, with only the "View Service Records" permission, anyone with only this permission still has access to edit, delete and create both existing priorities and SLAs.

Additionally, there are no permissions to restrict who can create bulletins or FAQs against a service.

We would like to give our agents read-only access to the service portfolio so they can see the details and custom fields we carry which hold important contextual information, however, we cannot allow everyone to have free reign to edit, delete and otherwise change the priorities, SLAs, bulletins and FAQs.

[Gareth Cantrell]

Alternatively, please re-instate the "Entity : Services : Created/Updated" event source in the webhooks so we can extract and publish this information to a wiki when changes are made to the services.

[Gareth Cantrell]

bumping this - we'd really like to see some more fine-grained permissions on the Service Portfolio and also the ability to respond to webhook events when changes are effected to a service.

[Berto2002]

+1 for this but I acknowledge this would come down to having a firm requirement.

For us it's something like:

1. A permission that allow FAQ, Bulletins and service status which we can give to service desk and triage teams
2. Allow the defined Service Owner to edit all other fields (SLA, Assets, Docs, etc) except Config (read only)
3. Require an admin-level permission (Service Manager-level configuration) before being able to alter anything in the Config section (cat items etc)

This is because:

1. triage and service desk need to keep our customers updated on services
2. the service owner is responsible for aspects of their service but they are not responsible for forms and workflows and could mess things up badly by altering things in config
3. only trained ICF/BPM admins should be able to mess with Config to keep the risk down