Application Rights

Group A - Service Desk and Self Service

Right	Description	Assigned To Roles
viewServiceDesk	View Service Desk	Incident Management Full Access Incident Management User Service Desk Admin Service Request Full Access Service Request User
administerServiceDesk	Administer Service Desk	Service Desk Admin
viewRequests	View Requests	Change Management Full Access Change Management User Release Management Full Access Release Management User Incident Management Full Access Incident Management User Problem Management Full Access Problem Management User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
updateRequests	Update Requests	Change Management Full Access Change Management User Release Management Full Access Release Management User Incident Management Full Access Incident Management User Problem Management Full Access Problem Management User Service Desk Admin Service Request Full Access Service Request User
viewIncidents	View Incidents	Incident Management Full Access Incident Management User Service Desk Admin
createIncidents	Create Incidents	Incident Management Full Access Incident Management User Service Desk Admin
updateIncidents	Update Incidents	Incident Management Full Access Incident Management User Service Desk Admin
resolveIncidents	Resolve Incidents	Incident Management Full Access Incident Management User Service Desk Admin
closeIncidents	Close Incidents	Incident Management Full Access Incident Management User Service Desk Admin
cancelIncidents	Cancel Incidents	Incident Management Full Access Service Desk Admin
reopenIncidents	Reopen Incidents	Incident Management Full Access Service Desk Admin
viewServiceRequests	View Service Requests	Service Desk Admin Service Request Full Access Service Request User
createServiceRequests	Create Service Requests	Service Desk Admin Service Request Full Access Service Request User
updateServiceRequests	Update Service Requests	Service Desk Admin Service Request Full Access Service Request User
resolveServiceRequests	Resolve Service Requests	Service Desk Admin Service Request Full Access Service Request User
closeServiceRequests	Close Service Requests	Service Desk Admin Service Request Full Access Service Request User
cancelServiceRequests	Cancel Service Requests	Service Desk Admin Service Request Full Access
reopenServiceRequests	Reopen Service Requests	Service Desk Admin Service Request Full Access
viewCustomerRecords	View Customer Records	Change Management Full Access Change Management User Release Management Full Access Release Management User Incident Management Full Access Incident Management User Problem Management Full Access Problem Management User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
exportRequestsList	Export Requests List	Change Management Full Access Change Management User Release Management Full Access Release Management User Incident Management Full Access Incident Management User Problem Management Full Access Problem Management User Service Desk Admin Service Request Full Access Service Request User
manageBoards	Manage Boards	Change Management Full Access Change Management User Release Management Full Access Release Management User Incident Management Full Access Incident Management User My Boards Problem Management Full Access Problem Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
viewSelfService	View Self Service	Service Desk Admin
registerDevices	Register Devices	Self Service User Service Desk Admin
restartBPMProcess	Restart BPM Process	Service Desk Admin
managePortalSettings	Manage Portal Settings	Service Desk Admin
updateLockedIncidents	Update Locked Incidents	Incident Management Full Access Service Desk Admin
advancedRequestTaskCompleter	Advanced Request Task Completer	Change Management Full Access Release Management Full Access Incident Management Full Access Problem Management Full Access Service Desk Admin Service Request Full Access
updateLockedServiceRequests	Update Locked Service Requests	Service Desk Admin Service Request Full Access
deleteQuestions	Delete Questions	Service Desk Admin Service Manager Delete Questions
viewReportsModule	View Reports Module	Service Desk Admin Service Manager In-App Reporting
updateAnswers	Update Answers	Service Desk Admin Service Manager Delete Questions
manageSnippets	Can Manage Snippets	Service Desk Admin
allRequestAccess	Can Access All Requests

Group B - Problem Management

Right	Description	Assigned To Roles
viewProblemManagement	View Problem Management	Problem Management Full Access Problem Management User Service Desk Admin
administerProblemManagement	Administer Problem Management	Service Desk Admin
viewProblems	View Problems	Problem Management Full Access Problem Management User Service Desk Admin
createProblems	Create Problems	Problem Management Full Access Problem Management User Service Desk Admin
updateProblems	Update Problems	Problem Management Full Access Problem Management User Service Desk Admin
resolveProblems	Resolve Problems	Problem Management Full Access Problem Management User Service Desk Admin
closeProblems	Close Problems	Problem Management Full Access Problem Management User Service Desk Admin
cancelProblems	Cancel Problems	Problem Management Full Access Service Desk Admin
reopenProblems	Reopen Problems	Problem Management Full Access Service Desk Admin
viewKnownErrors	View Known Errors	Problem Management Full Access Problem Management User Service Desk Admin
createKnownErrors	Create Known Errors	Problem Management Full Access Problem Management User Service Desk Admin
updateKnownErrors	Update Known Errors	Problem Management Full Access Problem Management User Service Desk Admin
resolveKnownErrors	Resolve Known Errors	Problem Management Full Access Problem Management User Service Desk Admin
closeKnownErrors	Close Known Errors	Problem Management Full Access Problem Management User Service Desk Admin
cancelKnownErrors	Cancel Known Errors	Problem Management Full Access Service Desk Admin
updateLockedProblems	Update Locked Problems	Problem Management Full Access Service Desk Admin
updateLockedKnownErrors	Update Locked Known Errors	Problem Management Full Access Service Desk Admin
reopenKnownErrors	Reopen Known Errors	Problem Management Full Access Service Desk Admin

Group C - Change and Release Management

Right	Description	Assigned To Roles
viewChangeManagement	View Change Management	Change Management Full Access Change Management User Service Desk Admin
administerChangeManagement	Administer Change Management	Hornbill Service Manager System Role Hornbill Service Manager Reserved Role Service Desk Admin
viewChangeRequests	View Changes	Change Calendar Viewer Change Management Full Access Change Management User Service Desk Admin
createChangeRequests	Create Changes	Change Management Full Access Change Management User Service Desk Admin
updateChangeRequests	Update Changes	Change Management Full Access Change Management User Service Desk Admin
resolveChangeRequests	Resolve Changes	Change Management Full Access Change Management User Service Desk Admin
closeChangeRequests	Close Changes	Change Management Full Access Change Management User Service Desk Admin
cancelChangeRequests	Cancel Changes	Change Management Full Access Service Desk Admin
reopenChangeRequests	Reopen Changes	Change Management Full Access Service Desk Admin
viewReleaseManagement	View Release Management	Release Management Full Access Release Management User Service Desk Admin
administerReleaseManagement	Administer Release Management	Service Desk Admin
viewReleases	View Releases	Change Calendar Viewer Release Management Full Access Release Management User Service Desk Admin
createReleases	Create Releases	Release Management Full Access Release Management User Service Desk Admin
updateReleases	Update Releases	Release Management Full Access Release Management User Service Desk Admin
closeReleases	Close Releases	Release Management Full Access Release Management User Service Desk Admin
cancelReleases	Cancel Releases	Release Management Full Access Service Desk Admin
reopenReleases	Reopen Releases	Release Management Full Access Release Management User Service Desk Admin
resolveReleases	Resolve Releases	Release Management Full Access Release Management User Service Desk Admin
updateLockedChangeRequests	Update Locked Change Requests	Change Management Full Access Service Desk Admin
updateLockedReleases	Update Locked Releases	Release Management Full Access Service Desk Admin
restrictChangeCalendar	Apply restrictions to Change Calendar	Change Management Full Access Release Management Full Access Service Desk Admin

Group D - Asset Management

Right	Description	Assigned To Roles
viewAssetManagement	View Asset Management	Asset Management Admin Asset Management User
viewAssetAuditTrail	View Asset Audit Trail	Asset Management Admin
administerAssetManagement	Administer Asset Management	Asset Management Admin
viewCMS	View CMS	Asset Management Admin
viewConfigurationItems	View Configuration Items	Asset Management Admin Change Management Full Access Change Management User Release Management Full Access Release Management User Incident Management Full Access Incident Management User Problem Management Full Access Problem Management User Service Desk Admin Service Request Full Access Service Request User Config Manager Admin Config Manager User
createConfigurationItems	Create Configuration Items	Asset Management Admin Config Manager Admin
editConfigurationItems	Edit Configuration Items	Asset Management Admin Config Manager Admin
deleteConfigurationItems	Delete Configuration Items	Asset Management Admin Config Manager Admin
viewSoftwareInventory	View Software Inventory	Software Asset Management User
viewConfigurationManagement	View Configuration Management	Config Manager Admin Config Manager User
createAssets	Create Assets	Asset Management Admin Asset Management User
editAssets	Edit Assets	Asset Management Admin Asset Management User
deleteAssets	Delete Assets	Asset Management Admin Hornbill Service Manager System Role Hornbill Service Manager Reserved Role

Group E - Service Level Management and Suppliers

Right	Description	Assigned To Roles
viewServiceLevelManagement	View Service Level Management
viewServiceLevelRequirements	View Service Level Requirements
createServiceLevelRequirements	Create Service Level Requirements
editServiceLevelRequirements	Edit Service Level Requirements
deleteServiceLevelRequirements	Delete Service Level Requirements
viewServiceLevelAgreements	View Service Level Agreements
createServiceLevelAgreements	Create Service Level Agreements
editServiceLevelAgreements	Edit Service Level Agreements
deleteServiceLevelAgreements	Delete Service Level Agreements
viewServiceLevelReports	View Service Level Reports
createServiceLevelReports	Create Service Level Reports
editServiceLevelReports	Edit Service Level Reports
deleteServiceLevelReports	Delete Service Level Reports
updateRequestServiceLevel	Update Service Levels on a Request
canCreateSuppliers	Can Create Suppliers	Supplier User Role Supplier Administrator Role
canViewSuppliers	Can View Suppliers	Supplier User Role Supplier Administrator Role
canUpdateSuppliers	Can Update Suppliers	Supplier User Role Supplier Administrator Role
canDeleteSuppliers	Can Delete Suppliers	Supplier Administrator Role
canFavouriteSuppliers	Can Favourite Suppliers	Supplier User Role Supplier Administrator Role
canUnfavouriteSuppliers	Can Unfavourite Suppliers	Supplier User Role Supplier Administrator Role
canManageRelatedSupplierData	Can Manage Related Supplier Data	Supplier User Role Supplier Administrator Role
canCreateSupplierContracts	Can Create Supplier Contracts	Supplier User Role Supplier Administrator Role
canViewSupplierContracts	Can View Supplier Contracts	Supplier User Role Supplier Administrator Role
canUpdateSupplierContracts	Can Update Supplier Contracts	Supplier User Role Supplier Administrator Role
canDeleteSupplierContracts	Can Delete Supplier Contracts	Supplier User Role Supplier Administrator Role
canManageRelatedSupplierContractData	Can Manage Related Supplier Contract Data	Supplier User Role Supplier Administrator Role
canCreateSupplierTags	Can Create Supplier Tags	Supplier Administrator Role
canViewSupplierTags	Can View Supplier Tags	Supplier User Role Supplier Administrator Role
canUpdateSupplierTags	Can Update Supplier Tags	Supplier Administrator Role
canDeleteSupplierTags	Can Delete Supplier Tags	Supplier Administrator Role
canAdministerSupplierManager	Can Administer Supplier Manager	Supplier Administrator Role
canCreateSupplierCompanies	Can Create Supplier Companies	Supplier Administrator Role
canViewSupplierCompanies	Can View Supplier Companies
canUpdateSupplierCompanies	Can Update Supplier Companies
canDeleteSupplierCompanies	Can Delete Supplier Companies
canUpdateSupplierPermissions	Can Update Supplier Permissions
canImportSupplierData	Can Import Supplier Date
canImportSuppliers	Can Import Suppliers
canImportSupplierContacts	Can Import Supplier Contacts
canImportSupplierContracts	Can Import Supplier Contracts
canChangeSupplierOwner	Can Change Supplier Owner

Group F - Service and Knowledge Management

Right	Description	Assigned To Roles
viewServiceRecords	View Service Records	Services Manager
createServiceRecords	Create Service Records	Services Manager
editServiceRecords	Edit Service Records	Services Manager
deleteServiceRecords	Delete Service Records	Services Manager
manageSubscriptions	Manage Subscriptions	Services Manager
manageServiceOwners	Manage Service Owners	Service Desk Admin
canAdministerKnowledge	Can Administer Knowledge	Knowledge Administrator
canAccessKnowledge	Can Access Knowledge	Knowledge Administrator Knowledge Manager Knowledge Contributor Knowledge User
canAccessFaqs	Can Access FAQs
canAccessKnownIssues	Can Access Known Issues
canAccessLessonsLearnt	Can Access Lessons Learnt
canSearchKnowledge	Can Search Knowledge	Knowledge Administrator Knowledge Manager Knowledge Contributor
canBrowseKnowledge	Can Browse Knowledge	Knowledge Administrator Knowledge Manager Knowledge Contributor Knowledge Guest Portal
canCreateKnowledgeBases	Can Create Knowledge Bases	Knowledge Administrator Knowledge Manager
canViewKnowledgeBases	Can View Knowledge Bases	Knowledge Administrator Knowledge Manager Knowledge Contributor Knowledge User Knowledge Guest Portal
canUpdateKnowledgeBases	Can Update Knowledge Bases	Knowledge Administrator Knowledge Manager
canDeleteKnowledgeBases	Can Delete Knowledge Bases	Knowledge Administrator Knowledge Manager
canCreateKnowledgeBaseTopics	Can Create Knowledge Base Topics	Knowledge Administrator Knowledge Manager
canViewKnowledgeBaseTopics	Can View Knowledge Base Topics	Knowledge Administrator Knowledge Manager Knowledge Contributor Knowledge User Knowledge Guest Portal
canUpdateKnowledgeBaseTopics	Can Update Knowledge Base Topics	Knowledge Administrator Knowledge Manager
canDeleteKnowledgeBaseTopics	Can Delete Knowledge Base Topics	Knowledge Administrator Knowledge Manager
canCreateKnowledgeBaseVisibility	Can Create Knowledge Base Visibility	Knowledge Administrator Knowledge Manager
canViewKnowledgeBaseVisibility	Can View Knowledge Base Visibility	Knowledge Administrator Knowledge Manager
canUpdateKnowledgeBaseVisibility	Can Update Knowledge Base Visibility	Knowledge Administrator Knowledge Manager
canDeleteKnowledgeBaseVisibility	Can Delete Knowledge Base Visibility	Knowledge Administrator Knowledge Manager
canCreateKnowledgeBaseArticles	Can Create Knowledge Base Articles	Knowledge Administrator Knowledge Manager Knowledge Contributor
canViewKnowledgeBaseArticles	Can View Knowledge Base Articles	Knowledge Administrator Knowledge Manager Knowledge Contributor Knowledge User Knowledge Guest Portal
canUpdateKnowledgeBaseArticles	Can Update Knowledge Base Articles	Knowledge Administrator Knowledge Manager Knowledge Contributor
canDeleteKnowledgeBaseArticles	Can Delete Knowledge Base Articles	Knowledge Administrator Knowledge Manager
canCreateKnowledgeBaseArticleApprovals	Can Create Knowledge Base Article Approvals	Knowledge Contributor
canViewKnowledgeBaseArticleApprovals	Can View Knowledge Base Article Approvals	Knowledge Administrator Knowledge Manager
canUpdateKnowledgeBaseArticleApprovals	Can Update Knowledge Base Article Approvals	Knowledge Administrator Knowledge Manager
canDeleteKnowledgeBaseArticleApprovals	Can Delete Knowledge Base Article Approvals
canCreateKnowledgeBaseArticleReviews	Can Create Knowledge Base Article Reviews
canViewKnowledgeBaseArticleReviews	Can View Knowledge Base Article Reviews
canUpdateKnowledgeBaseArticleReviews	Can Update Knowledge Base Article Reviews
canDeleteKnowledgeBaseArticleReviews	Can Delete Knowledge Base Article Reviews
canCreateKnowledgeBaseArticleRelationships	Can Create Knowledge Base Article Relationships
canViewKnowledgeBaseArticleRelationships	Can View Knowledge Base Article Relationships
canUpdateKnowledgeBaseArticleRelationships	Can Update Knowledge Base Article Relationships
canDeleteKnowledgeBaseArticleRelationships	Can Delete Knowledge Base Article Relationships
canCreateKnowledgeBaseArticleFeedback	Can Create Knowledge Base Article Feedback
canViewKnowledgeBaseArticleFeedback	Can View Knowledge Base Article Feedback
canUpdateKnowledgeBaseArticleFeedback	Can Update Knowledge Base Article Feedback
canDeleteKnowledgeBaseArticleFeedback	Can Delete Knowledge Base Article Feedback
canCreateKnowledgeBaseArticleTypes	Can Create Knowledge Base Article Types
canViewKnowledgeBaseArticleTypes	Can View Knowledge Base Article Types
canUpdateKnowledgeBaseArticleTypes	Can Update Knowledge Base Article Types
canDeleteKnowledgeBaseArticleTypes	Can Delete Knowledge Base Article Types
canCreateKnowledgeFaqs	Can Create Knowledge FAQs
canViewKnowledgeFaqs	Can View Knowledge FAQs
canUpdateKnowledgeFaqs	Can Update Knowledge FAQs
canDeleteKnowledgeFaqs	Can Delete Knowledge FAQs
canCreateKnowledgeFaqFeedback	Can Create Knowledge FAQ Feedback
canViewKnowledgeFaqFeedback	Can View Knowledge FAQ Feedback
canUpdateKnowledgeFaqFeedback	Can Update Knowledge FAQ Feedback
canDeleteKnowledgeFaqFeedback	Can Delete Knowledge FAQ Feedback
canCreateKnowledgeFaqCollections	Can Create Knowledge FAQ Collections
canViewKnowledgeFaqCollections	Can View Knowledge FAQ Collections
canUpdateKnowledgeFaqCollections	Can Update Knowledge FAQ Collections
canDeleteKnowledgeFaqCollections	Can Delete Knowledge FAQ Collections

Group G - Self Service

Right	Description	Assigned To Roles
viewIncidents	View Incidents	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
viewServiceRequests	View Service Requests	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
viewChangeRequests	View Change Requests	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
createIncidents	Create Incidents	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
createServiceRequests	Create Service Requests	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
createChangeRequests	Create Change Requests	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
updateIncidents	Update Incidents	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
updateServiceRequests	Update Service Requests	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
updateChangeRequests	Update Change Requests	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
closeIncidents	Close Incidents	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
closeServiceRequests	Close Service Requests	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
closeChangeRequests	Close Change Requests	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
cancelServiceRequests	Cancel Service Requests	Self Service Request Cancel User
reopenIncidents	Reopen Incidents	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
reopenServiceRequests	Reopen Service Requests	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User
reopenChangeRequests	Reopen Change Requests	Change Management Full Access Change Management User Incident Management Full Access Incident Management User Self Service User Service Desk Admin Service Manager Authorised Guest Service Request Full Access Service Request User

Group H - Entities Access Control

Right	Description	Assigned To Roles
executeQueries	Allow execution of application queries	Hornbill Service Manager Integrations
addEntityRecord	Add an Entity Record	Hornbill Service Manager Integrations
viewEntityRecord	View an Entity Record	Hornbill Service Manager Integrations
updateEntityRecord	Update an Entity Record	Hornbill Service Manager Integrations
deleteEntityRecord	Delete an Entity Record	Hornbill Service Manager Integrations
searchEntityRecords	Search Entity Records	Hornbill Service Manager Integrations
sendNotifications	Send Notifications	Hornbill Service Manager Integrations
executeSystemAPIs	Allow execution of Service Manager System APIs	Hornbill Service Manager Integrations
canViewStaffRecords	Can View Staff Records	Staff Records Manager
canManageStaffRecords	Can Manage Staff Records	Staff Records Manager
canAccessHAi	Can Access HAi

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Application Rights

Group A - Service Desk and Self Service

Group B - Problem Management

Group C - Change and Release Management

Group D - Asset Management

Group E - Service Level Management and Suppliers

Group F - Service and Knowledge Management

Group G - Self Service

Group H - Entities Access Control

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Application Rights

Group A - Service Desk and Self Service

Group B - Problem Management

Group C - Change and Release Management

Group D - Asset Management

Group E - Service Level Management and Suppliers

Group F - Service and Knowledge Management

Group G - Self Service

Group H - Entities Access Control

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