Managing Roles › How to Implement a Custom Role

How to Implement a Custom Role

For many sites, the predefined roles are sufficient. There may be situations, however, when you want to create a custom role and tailor it to meet site-specific business needs within your organization.

The following process outlines the tasks required in implementing a new role. The example shown here describes how you might implement a role for a small group of analysts tasked with reviewing and authorizing change order tickets.

To implement a custom role, perform the tasks described in the following example:

1. Create a new role record using the following field values:

   Role Name

   Change Analyst

   Code

   chg_anal

   Customization Form Group

   Analyst

   Preferred Document

   Incident

2. Select Service Desk Analyst in the Data Partition field on the Authorization tab.
3. Select the Modify in the Change Orders field on the Function Access tab.
4. Enter the following values on the Web Interface tab:

   Web User Interface Type

   Analyst

   Help View

   Change Analyst

5. Select the following tabs:
   • Reports tab - Change Analyst
   • Service Desk tab - Change Analyst
   • Change Calendar tab
6. Select the following reports on the Report Web Forms tab:
   • Active Change Orders Aging by Priority for Status
   • Active Change Orders at Weeks End
   • Change Orders by Failed Service Type for Change Categories
7. Add the Change Order resource on the Go Resources tab.
8. Create a custom help set named Change Analyst that includes all content appropriate for the new role.

   For more information, see Create and Publish a Help Set.

9. Create the following custom tabs using features appropriate for the new role:
   • Reports tab - Change Analyst
   • Service Desk tab - Change Analyst
10. Create a custom menu tree that includes all nodes appropriate for the new role.

    For more information see How to Implement a Custom Menu Tree.