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Matrix42 Self-Service Help Center

Standard Roles and Permissions

Overview

Matrix42 Service Desk includes predefined roles. Each role has specific rights that define in detail what a user is allowed to do. Each user of Matrix42 Service Desk is assigned one or more of these roles. The roles can be accumulated. In this way, you can make sure that each user can only change or see the data in their own area of responsibility.

The Following Roles Are Supplied

  • Incident Management: Employees that are responsible for processing incidents.
  • Ticket Management: Employees that are responsible for processing tickets.
  • Service Request Management: Employees that are responsible for processing service requests.
  • Problem Management: Employees that are responsible for processing problems.
  • Change Management: Employees that are responsible for processing change requests.
  • Service Desk Management: Employees with overall responsibility for Matrix42 Service Desk.
  • Service Level Management: Employees that are responsible for negotiating and monitoring Service Level Agreements.

The Roles Define Access Permissions to the Following Areas:

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