Configure Users to Only See their own Workflow Approvals in Service Point

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager
• CA Service Catalog

Issue/Introduction

In Service Point, how do you restrict users with the Level 2 Analyst Roles so that they only see their own Workflow Approvals?

The goal is to have the users able to only see their pending approvals in Service Point

When using the Level 2 Analyst Role, users see workflow tasks that they are not assigned to and tickets they are not assigned.

This is the designed behavior for the Level 2 Analyst Role

Environment

All versions of Service Management that support Service Point Approvals

Service Point

Cause

Giving users the Level 2 Analyst Role will allow them to see all Cases and approvals instead of just the ones they are assigned to.

Resolution

To ensure users will only see their own tickets and approvals, the Employee role should be utilized.

The configuration highly depends on the customers environment and requirements, but one strategy they can use is to apply a default role to the Service Point application so as not to affect the permissions within SDM.

You can configure the Default Role of Service Point by:

1. Open Service Desk Manager
2. Click the Administration tab
3. Click Security and Role Management
4. Navigate to the users Access Type
5. Click 4. APPS
6. Click Service Point 
7. Click Update Roles
8. In the new Search Window, click Search to display all roles
9. Select Employee, then Click the >> to move Employee to Assigned Role
10. This way users keep their Analyst Roles in Service Desk Manager, but Service Point they will only see tickets and approvals assigned to them in Service Point.

Additional Information

ServicePoint Request Approval Process

Role-Based Security