Guide to the Basics
Roles in Samanage allow you to create custom roles and associate those various roles with specific permissions and restrictions for specific user groups. Each Samanage account comes with several default roles available to you. You can create new roles from scratch or you have the option to clone, edit and delete new or existing roles.
- Administrator – This is the all powerful administrator role! The administrator role allows the user to manage everything from the service portal look and feel to the application setup. We recommend that the number of administrator roles is limited to 1 or 2 users.
- Service Agent User – The service agent user is almost like the administrator role, but the service agent user will have no access to the Setup section of Samanage. This role is for users who will be in the application side of Samanage working the various tickets that come through the system. We would also refer to this role as the technician role.
- Service Task User – The service task user role is for any user accessing the Service Portal for task and approval management. In other words, these users will be accessing the portal, mark off tasks and approve various changes submitted by other users. We recommend this role for users who will not be working tickets, but who will need more visibility and the ability to manage tasks and approvals.
- Requester – The requester role is for users who will be submitting incidents and requesting service catalog items. These users can also view their own requests on the service portal. This role is sometimes referred to as the end user, portal user, or a requester.
Creating New Roles
There are two way to create a new role:
- + New Role – the new role button allows you to create a new role from scratch 2. Clone Role – you can also clone existing roles
- Clone Role – you can also clone existing roles
You can add new roles using the “+ New Role” button at the top right hand corner of the Roles section in Setup. Once you have entered a name and description as well as chosen a user licence type, you can click “Create Role”. After you have created that role, you can add the appropriate permissions and restrictions.
You can also add new roles by cloning existing roles. This is extremely helpful in the case that you need a large number of similar roles. To clone a role, you can click the “Clone Role” button located to the right of each role. Once you have cloned the role, it will appear at the top of the roles list where you can make needed adjustments if necessary.
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