User Profiles

Last modified on 2024/01/08 14:58

   In the event of a migration to Service Manager Oxygen version or later, you must create all user profiles again in order to integrate the new menu structure.

Definition

User profiles are used to restrict the functional scope of Service Manager for a given employee or user group. They are specific to each organization and can, for example, be defined by business line based on employees' tasks.

EndDefinition

When you define a user profile, you:

  • Define access rights to objects, e.g. menus, forms, filters, views, wizards, etc.
  • Define edit rights for objects and data, e.g. the right to add, modify or delete.
  • Define access rights to Web services provided by the Service Manager REST API.
  • Define the display of secondary form presentations to replace the main form presentation in a specific context, e.g. type of record, user profile, etc.

You assign profiles to users in a secure way based on the concept of master profiles. This is a hierarchy of user profiles and their rights. Open url.png See the example

Consumption of Service Manager or Service Apps licenses

The consumption of Service Manager and Service Apps licenses by Front Office users and Back Office users is counted differently.

     Open url.png See License usage rules

  • Front Office users: These are end users who can access the Self Service portal to read news articles on the state of the IT network, create and monitor their tickets, consult the Service Request Catalog, search the Knowledge Base to solve their own problems, and modify their personal information.
  • Back Office users: These are users who can access IT system components that are not accessible to end users. They are in charge of managing IT equipment, processing tickets, providing items and logistics.

Notes

  • Each user can have only one profile.
  • Users with no profile can log in to Service Manager using the default profile defined in Other Parameters > {ADMIN} Default Profile ID. They can access only one menu, Self Service.
  • You can also define access to wizards and conditional form presentations by user profile in the form if you are authorized to edit display presentations for the relevant menu.
  • You can manage access to the Continual Improvement menu by selecting Continual Improvement > Edit Menu if you are authorized to edit display presentations for this menu.
  • Users can assign their own profile to another user if they are authorized to access the Administration menu and if they have the appropriate access rights.
  • Master profiles:
    • Only the master profiles of a profile can assign it to other users.
    • The Administrator is generally the highest-level user in the hierarchy of user profiles. The Administrator must be defined as the master profile of all users in order to assign access rights to all users.
  • You can duplicate a user profile. The menu defined for the user profile will automatically be copied.
  • You can export and import user profiles to Service Manager. You can also export the contents of a user profile in an XML file.

Best Practice

  • To enable the Service Manager administrator to define access rights for all users, you should assign the Administrator master profile to each of the user profiles.
  • To enable profiles to be assigned to users, you should allow access to the Update Profile wizard in the Employee Directory.
  • Use the dedicated wizard to export the contents of a user profile in an XML file.
  • To view changes to a given profile, you can compare the XML files generated on two different dates.

Characteristics specific to versions 2016 and earlier

  • You manage menus in modules.
    • Customers can only configure the modules of their active Service Manager license.
    • The standard configuration of menus is defined by EasyVista for every module. You can customize it.
    • You define edit rights in each module, i.e. the right to manipulate objects such as filters, views and wizards in the module menus.
  • Users associated with a profile can see all of the menu items defined by the Service Manager administrator for this profile. You cannot define optional menu items.

Menu access

Administration > Access Management > User Profiles

Screen description

          User profile.png

Profile name: Name of the user profile.

  • The list of users associated with the profile is displayed in the Employee Directory via the Profile view.
     

Master profiles: List of profiles authorized to assign the current profile to users. Open url.png See the example

  • By default, only the profile of the current user is defined as the master profile.
     

Menu: Access to the menu editor to select the mandatory menu items for the current user profile from a list of those authorized for the profile. Open url.png See the procedure


(1) Edit rights and display rights: Used to indicate if the user profile has access rights to the option (box is checked) or not (box is not checked).

  • Rights are assigned for all menus.
             Edit and display rights.png
Option Description of rights Impact
REST API Access rights to Web services and to _E external tables available on the platform provided by the Service Manager REST API

Open url.png See How to define a dedicated REST API user

Able to run REST requests - Open url.png See Configuration of rights for the user profile
Enable editing of My Menu Access rights to the menu editor Able to customize the contents of the menu pane by clicking Open menu editor icon.png Edit found at the bottom of the menu pane Edit rights - Menu editor.png
Edit Views Right to modify views

Note: This is not relevant to views associated with a report as they can be created and modified without any specific user rights.

The Edit View Edit icon.png option will be displayed at the bottom of the View... list in List mode. Edit rights - View.png
Edit Filters Right to modify filters

Note: This is not relevant to filters associated with a report as they can be created and modified without any specific user rights.

The Edit Filter Edit icon.png option will be displayed at the bottom of the Filter list in List mode. Edit rights - Filter.png
Edit Help Right to add comments to wizards The Wizard - Edit help icon.png icon will be displayed in the wizard title bar in List and Form modes. Edit rights - Wizard help.png
Edit display presentations Right to modify certain objects, e.g. parent queries, forms, lists of values, or wizards The Edit option will be displayed in the list of tools in List mode for modifying the parent query associated with the current screen, and in Form mode for modifying the form presentation. Edit rights - Parent query.png
The Edit icon.png icon will be displayed next to objects in Form mode. Edit rights - Presentations.png
Enable ticket creation from the search bar Right to create tickets Note: Only for Back Office users.
  • The Quick Creation Button + Quick Call is displayed next to the search bar. It allows to open directly the quick call screen.
  • The button + Ticket is displayed in the list of the search field results. It allows to open the window for entering the title of a ticket (short description of the ticket), then the quick call screen.
Display rights - Quick call.png
Display Quick Dashboard Right to access notification icons indicating the number of actions or approvals for the user and the associated user groups Icons will be displayed in the notification bar. Note: Only for Back Office users. Display rights - Quick dashboard.png
Manage Print Report Right to associate a smoReportDesigner report with a Service Manager) form or view The Manage Reports wizard will be displayed in the list of wizards in List and Form modes. Edit rights - Wizard assignment reports.png
Display REST API URL Menu Right to access the REST API URL contextual menu in the list of tools in List mode > Tools icon.png icon in the top banner Able to retrieve the URL of a Service Manager report, required for using the Execute an internal query method of the Service Manager REST API Display rights - REST API Url menu.png

(2) Menu items: Tree structure of Service Manager menu items. The menu items selected are those authorized for the current user profile in the menu pane.

  • You must select the parent menu before you can make one of its sub-menus available.
  • To define mandatory menu items among those authorized, click Menu. Open url.png See the procedure
  • Click a menu item to display the options available, e.g. filters, views, related elements, form presentations. Select the ones authorized for the current user profile. Open url.png See the procedure
  • Define the rights for each menu item:
    • Assign the right to create records: Check the first box or click Add icon.png next to the corresponding menu item.
    • Assign the right to modify records: Check the second box or click Edit icon.png.
    • You can assign creation rights alone or modification rights alone.
    • If the profile is only authorized to view a menu/sub-menu, you should not select any box.
       

(3) List of Service Manager objects linked to the menu item selected in the tree structure. The objects selected are those authorized for the current user profile.

  • Grids:
             Grid options.png
    • Filters: List of all filters defined for the current menu item.
      • Select the filters authorized for the current user profile. They will appear in the Filter list (1) in List mode.
      • If you do not select any filter, the list will only contain No Filter, which is identical to the None filter.
         
    • Views: List of all views defined for the current menu item.
      • Select the views authorized for the current user profile. They will appear in the View list (2) in List mode.
      • If you do not select any view, the list will only contain No view, which is identical to the List view.
         
  • Wizards: List of all wizards defined for the current menu item.
    • Select the wizards authorized for the current user profile. They will appear in the list at the top of the screen.
               Wizard options.png
    • If you do not select any wizard, only the Manage Reports wizard will be available if you are authorized to assign reports.
    • You can also define access to wizards in the form if you are authorized to edit display presentations.
  • Related Elements: List of related elements linked to the current menu item.
    • Select the elements authorized for the current user profile. They will appear as tabs in the form.
               Related element options.png
  • Form presentations: List of all secondary form presentations defined for the current menu item.
    • Select the form presentations authorized for the current user profile. They will be displayed instead of the main form presentation.

Procedures and Wizards

How to create a user profile

Step 1: Create the user profile

1. Select Administration > Access Management > User Profiles in the menu.

2. Select the method for creating the user profile:

  • You can create a new user profile as follows:
    • Click Add icon.png.
    • Enter the name of the new user profile.
    • Click Save.
      The new user profile will appear in the list of user profiles.
    • Click the sequence number in the first column of the grid to open the form of the new user profile.
  • You can also use a template as follows:
    • Select the user profile template you want.
    • Run the Duplicate wizard (Note: Available only in List mode).
    • Enter a name for the new user profile and click Finish.
      The new user profile will appear in the list of user profiles.
    • Click the sequence number in the first column of the grid to open the form of the new user profile.

 
Step 2: Select the master profiles for the user profile - Open url.pngSee the example

1. Click Master Profiles.

2. Select the profiles you want and click Save.


Step 3: Assign edit rights and display rights

1. Select the rights you want to assign the user profile. Open url.png See the description
         Edit and display rights.png

2. (Note: Only if you selected the REST API option) Click Wheel icon.png next to the REST API field to define access rights to Service Manager REST API methods and _E external tables.

REST API methods

  • Select the routes or resources authorized for the user profile.

Best Practice icon.png  Hover over the syntax of the route to display its description.
        REST API - Route switchs.png

Best Practice icon.png  Use the search area to search for a keyword both in the syntax of the route and in its description (displayed on mouseover).
        REST API - Route search via syntax.png
        REST API - Route search via description.png

  • For each selected route, specify if the user profile is authorized to use the HTTP method (box is checked in the dedicated column) or not (box is not checked).
    • GET: Read-only access
    • POST: Write access
    • PUT / PATCH: Update access
    • DELETE: Delete access
       

_E external tables

  • Click Manage external tables.
  • For each table, specify if the user profile is authorized to use the HTTP method (box is checked in the dedicated column) or not (box is not checked).
  • (optional) Click Add new resource to add a new external table. Note: A message will appear when all external tables have been added.
            External tables - List.png
     

Step 4: Select and configure the menu items authorized for the user profile

1. In the tree structure, select all menu items authorized for the user profile.

  • To select sub-menu items, check the box next to the parent menu and restrict the selection by unselecting the items you do not want.

2. Assign creation and modification rights for each menu item.

  • Check the first box or click Add icon.png to assign creation rights.
  • Check the second box or click Edit icon.png to assign modification rights.
  • If the user profile is only authorized to view objects, you should not select any box.
     

Step 5: Select the Service Manager objects available for each menu item

1. Select the menu item in the tree structure.
The lists of Service Manager objects such as filters, views, wizards, related elements and form presentations will automatically be refreshed.

2. Check the objects authorized for the user profile.

  • To select all of the objects in one go, click the box to the right of the property banner.
             Properties - Select all checkbox.png
     

Step 6: Select the mandatory menu items authorized for the user profile

Procedure_SelectMandatoryEntries

1. Click Menu.

The menu editor will appear.

2. Click the Menu button icon.png Menu option button.

A list of the menu items authorized for the user profile will appear.

3. Select the item you want from the Choose evSM Menu Item list.

4. (optional) Modify the default values defined for the menu item, e.g. name, filter/view combination, type of display.

5. Click Add Menu.

The menu item will be added at the bottom of the menu pane.
         Add menu option.png

6. (optional) Click and drag the item to the position you want in the menu pane.

7. Repeat the procedure from point 3 onwards to add other menu items.

Modify a menu item name

  • Click the menu item in the tree structure.
  • Rename it.
  • Click Update Menu.
     

Delete a menu item

  • Click the menu item in the tree structure.
  • Click Trash icon.png next to its name.

Step 7: Save the user profile

1. Click Save.
The menu editor will close. You will return to the Access Management screen.

How to assign a profile to a user

1. Access the Employee Directory by selecting Asset Management / Operation / Transition / Extended CMDB / Project > Directory > Employees or Administration > Access Management > Employees in the menu.

2. Select the employees to whom you want to assign the new user profile.

3. Run the Update Profile wizard.

4. Select the new user profile and click Finish.

  • The assigned user profile will be effective when the users next log in to Service Manager.
  • Menus will automatically be refreshed.

How to define a dedicated Service Manager REST API user

     Open url.png See Service Manager REST API > Procedure

Wizards

Duplicate
Export
Delete

Example of how to assign user profiles

1. Creation of user profiles: Specify the menus that users are authorized to access based on their tasks.

  • Asset Management profile with access to the Administration menu: Assigned to users in charge of managing IT assets.
  • Service Desk profile: Assigned to users in charge of managing Service Desk calls.
  • Logistics profile: Assigned to users who can consult stock and fulfill requests.

2. Creation of form presentations: Specify the data that users are authorized to access based on their user profile.

  • Main form presentation: Access the Equipment form that displays the fields for entering IT equipment. The form presentation is displayed to users whose profile is Logistics.
  • Secondary form presentation: Access the Equipment form without any financial data. The form presentation is displayed only to users whose profile is Asset Management.

3. Definition of master profiles: Specify the profiles authorized to assign the current profile to users.

  • The Administrator profile is the master profile of all user profiles. It is authorized to assign all user profiles.
  • The Asset Management profile is the master profile of the Service Desk profile. It can assign the Asset Management profile as well as the Service Desk profile.
  • The Logistics profile can only assign the Logistics profile.
  • The Service Desk profile is not a master profile. It cannot assign any profile.
     
Profile Associated with master profile | Is the master profile of Can assign the following profiles
Administrator | Asset Management | Service Desk | Logistics
Administrator | Asset Management; Service Desk; Logistics Select ok icon.png | Select ok icon.png | Select ok icon.png | Select ok icon.png
Asset Management Administrator | Service Desk | Select ok icon.png | Select ok icon.png |
Logistics Administrator | | | | Select ok icon.png
Service Desk Administrator; Asset Management | | | |
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