Service Desk Level 1 Role Config

this guide provides configuration for a customer to set up a “service desk level 1” role for a limited service desk function within activate the out of the box service desk role is not ideally suited for an outsourced service desk as a number of activate functions will end up with the service desk role if activate cannot find a target service desk role functions out of the box the service desk role performs the following functions out of the box if an approver is not set on an activate object, the request will generally be sent to the service desk role for approval if an approver has been disabled, the request will generally be sent to the service desk role for approval the service desk role gets permissions to tasks that standard users do not such as user management tasks and the service desk reset password task to reset other user’s passwords if escalations are not responded to by the configured business rules, the request will generally be sent to the service desk role to action service desk level 1 role functions the service desk level 1 role may be required where the 1st level support is outsourced to another company or for where activate has been implemented via an activate partner and the 1st level support does not have activate training the “service desk level 1” role is intended for service desk agents who need to be able to view the status of activate jobs for end users who call the sd agents should not be able to approve or do anything else with the end user’s activate jobs often the sd agents will require the ability to reset the end user’s password when they call the service desk this can be done through activate so the sd agent can verify the user is who they say they are example functions service desk reset password – reset a user’s password without using ad users & computers the sd agent can use activate to verify the end user’s identity the sd agent can search the activate web portal for an activate job number for a user who has called the service desk – the sd agent can help the user find the activate job and explain what the hold up may be service desk level 1 role configuration 1\ create a new role called service desk level 1 under //roles/system roles 2\ make sure the new role is published 3\ add a members parameter on the new service desk level 1 role the default should be a group reference 4\ double click the members parameter and select the relevant ad group that the level 1 service desk agents are a member of e g servicelvlone 5\ then give the new service desk level 1 role the following permissions true 220,220,221left unhandled content type left unhandled content type left unhandled content type left unhandled content type left unhandled content type left unhandled content type left unhandled content type left unhandled content type left unhandled content type left unhandled content type left unhandled content type left unhandled content type left unhandled content type left unhandled content type left unhandled content type left unhandled content type left unhandled content type left unhandled content type for example the security on //tasks/system tasks/user jobs looks like activate web portal 1\ when a member of the service desk level 1 role logs onto the activate web portal, they select the passwords icon and they should now see the “admin reset” option 2\ when the service desk level 1 user selects the cog icon on the activate web portal they should see the ability to search for jobs 3\ when the service desk level 1 user selects a particular job, they should see what stage the job workflow is at, for example