This document discusses how roles manage security and navigation in CA Service Desk Manager. Roles define the functionality and views available to users based on their job functions. The system includes predefined roles that can be customized. Role assignments determine the access levels, tabs, forms, menus, and help content users see. Switching between roles allows viewing the interface from different perspectives without logging out.

1. 6.MANAGING ROLES

2. 6.1 ROLES
• Roles are the primary records that control CA Service Desk Manager security and user
interface navigation.
• Each role defines a focused view of the system by exposing only the functionality necessary
for users to perform the tasks typically assigned to the role they perform within their business
organization
• Users with multiple role assignments can switch from one role to another to see different
views of the system without having to log out and log back in again

3. 6.2 PRE DEFINED ROLES
• We can use the predefined roles in their default configuration, modify them to meet your
business requirements, or create new roles .
• CA Service Desk Manager only supports ITIL interface
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4. 6.3 ROLE BASED SECURITY
• Access types and roles are the primary components you use to control CA Service Desk
Manager security
• The following diagram shows an overview of how roles interrelate with other system objects to
provide role-based security.

5. • Each access type for a user controls the following aspects of system behavior:
■ How CA Service Desk Manager 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
• Each role record must be configured with the following components:
■ One form group
■ One user interface type
■ Function access settings
■ One or more tabs
■ One help set

6. • You can assign roles to an access type, or directly to a user contact record. If a role
assignment conflict occurs, the contact role assignments take precedence.
• Each role record must be configured with the following components:
■ One form group
■ One user interface type
■ Function access settings
■ One or more tabs
■ One help set
• Functional access areas define the role level access to ticket records and other system
components. The usp_functional_access_type table defines the area and the
usp_functional_access_level tables describe user access

7. 6.4 ROLE BASED NAVIGATION
• Each user's view of the web interface is defined by a role. Users with multiple role
assignments can switch to multiple web interface views.
• The following diagram shows how roles interrelate with other objects to produce a role-based
presentation of the user interface.

8. • A tab is a graphical display entity that links to a role in order to present features to the users of
that role.
• All roles must have at least one tab.
• CA Service Desk Manager provides several predefined tabs. You can assign the predefined
tabs to a role, modify the predefined tabs, and create custom tabs
• Web forms define the pages that appear in the CA Service Desk Manager web interface.
• There are four web form types:
■ Business Object Report URL
■ HTMPL page
■ GO resource
■ Custom

9. • Form groups define the sets of CA Service Desk Manager web interface pages that are
available to a role. Each role has one form group.,
• CA Service Desk Manager provides the following predefined form groups:
■ Analyst
■ Customer
■ Employee
■ ITIL

10. • Menu trees are the hierarchical listings of nodes (menu tree resources) that are displayed in
the navigation pane on the left-hand side of the main web interface window.
• CA Service Desk Manager provides predefined menu trees for the following roles:
■ Administrator (admin_tree)
■ CA CMDB Administrator (cmdb_adm_tree)
■ Knowledge Management Administrator (kt_adm_tree)
■ Knowledge Manager (kt_mgr_tree)
■ Support Automation Administrator (sa_admin_tree)
■ Service Desk Administrator (sd_adm_tree)
■ System Administrator (sys_adm_tree)
■ Tenant Administrator (tn_admin_tree)

11. • Menu tree resources define the items users can access from the menu tree.
• A menu tree resource consists of a name, description, and a URL fragment or HTMPL
filename used by the web engine that controls the web page displayed.
• A menu bar is a user interface element that displays a horizontal list of menus in the web
interface main window. Each menu contains a drop-down list of options or commands.
• Menu bar records specify the HTMPL form that controls the menu items that the menu bar can
access
• Toolbars extend the functionality of menu bars by adding the capability to display one or more
tool buttons to the right of the menus
• The Go button provides an easy means of locating a particular record
• Help sets are the collections of online help topics available to users depending on their role
assignments and current role setting
• Any user with multiple roles assigned to them can switch roles without logging out and back in
the system. Roles are assigned to users on their Access Type or contact record. {Switch
Roles}