Access Types

Managing Roles › Role-Based Security › How Access Types Work

How Access Types Work

Each access type for a user controls the following aspects of system behavior:

How CA SDM performs web authentication when the user logs in
The access level for the user
Whether the user can modify web forms or the database schema using Web Screen Painter
Which roles are available to the user

You can associate an access type with a contact by selecting the access type while creating or updating the contact record.

The following table lists the predefined access types, identifies their linked roles, and gives a brief description.

Access Type	Linked Roles	Description
Administration	Administrator (default) Configuration Administrator Employee Level 2 Analyst Service Desk Administrator System Administrator Tenant Administrator	Provides the highest level of security access to all key administration roles. Used during implementation and ongoing administration. Note: The Administration access type is preconfigured to allow administrators to switch to any of the linked roles. For example, to see a different view of the system, administrators can switch to the Employee role without having to log out and log in again.
Customer	Customer	Provides highly restricted access to external customers who use the self-service view.
Employee	Employee	Provides highly restricted access to internal employees who use the self-service view. Used to create new incident and update incident pages.
IT Staff	Configuration Analyst Employee Level 2 Analyst (default) Knowledge Analyst Knowledge Management Administrator Knowledge Manager	Provides analyst-oriented access to users who work within your IT organization but are not actual members of the support team. This access is designed specifically for users who need access to Knowledge Management.
Knowledge Management	Configuration Administrator Configuration Analyst Configuration Viewer Employee Knowledge Analyst Knowledge Management Administrator (default) Knowledge Manager Level 2 Analyst	Provides administrative access tailored to users who administer Knowledge Management features.
Process Management	Change Manager Configuration Analyst Employee Incident Manager (default) Level 2 Analyst Problem Manager Service Desk Manager	Provides access tailored to users who perform key process management roles.
Service Desk Management	Customer Service Manager Configuration Analyst Employee Level 1 Analyst Level 2 Analyst Service Desk Manager (default)	Provides access tailored to users who manage IT support or external customer support functions (typically front-line support supervisors).
Service Desk Staff	Configuration Analyst Configuration Viewer Customer Service Representative Employee Level 1 Analyst (default) Level 2 Analyst	Provides access tailored to users who perform support tasks. Access is focused on those users that perform frontline support.
Support Automation Admin	Support Automation Administrator	Provides access to users that perform Support Automation administration.
Support Automation Analyst	Support Automation Analyst	Provides access to users that provide live assistance to end users.
Vendor Staff	Vendor Analyst	Provides highly restricted access to external vendors, who work only on items directly related to their product (for example, a particular brand of hardware).

More information:

Assign an Access Level to a Role

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