SLM Permissions required to change Service Level

[Martyn Houghton]

We are in the process of implementing the new Service Level's to replace the original priority levels. We have roles based on the system Full and normal Incident Management Users, but need to understand what permissions are required to allow a user to change the service level on a request.

At the moment the users are not able to click and edit the service level on the requests setup with the new service levels.

Cheers

Martyn

[David Hall]

Hi @Martyn Houghton

To be able to change a service level on a request you either need to have the appropriate "Full Access" role for the request type in question e.g. you need the "Incident Management Full Access" role to change the service level on an Incident, "Problem Management Full Access" role to change the service level on a Problem etc, or you need to have the "Service Desk Admin" role which will allow you to change the service level on any of the request types.

Regards,

Dave.

[Martyn Houghton]

@David Hall

We copy the standard roles and customise them. I not wish to provide the users with membership of the standard Incident Management Full Access role, so need to understand the specific application rights to assign to our customised roles in order to allow the members of the to update the Service Level on a request.

Cheers

Martyn

[David Hall]

Hi @Martyn Houghton

When the ability to change service levels was implemented, it was done so with the intention that it would be used primarily as a means to correct incorrectly assigned service levels and therefore would be a task for a full access role user (such as a team leader) rather than a standard request user.  As a result there are no app rights currently controlling this check, it is purely checking if you have a full access or service desk admin role.

I can ask our Product Team to comment to see if we have any plans to make any changes in this area.

Cheers,

Dave.

[Martyn Houghton]

@David Hall

Thanks for the prompt reply.

As the Service Level rules only apply when the request is first logged, changing the priority or other values on the request do not trigger the Service Level to change, so it does seem quite essential that you have the ability to provide rights to update the service level. 

Hard coding this to a specific role seems a bit outdated. If this can be raised with Product Team, as I seems to be quite a fundamental option when implementing the new Service Levels.

Cheers

Martyn

[David Hall]

@Martyn Houghton

Thanks for that, I can see the scenario you are trying to cater for.  I have asked the Product Team to comment as soon as they are able.

Cheers,

Dave.

[Martyn Houghton]

@David Hall

Just wondering if there was any timescales on this? We are intended to migrate to the new service levels from the beginning of August and do not really want to grant all the users the hard coded 'Incident Management Full Access' role for them to use it.

Cheers

Martyn

[James Ainsworth]

Hi @Martyn Houghton

We are looking to provide a new right to allow the changing of the service level which can be assigned to individuals without having to use the "Incident Management Full Access" role. Provided there are no issues found in testing we should see this being available over the next couple of weeks.

Regards,

James 

[Martyn Houghton]

@James Ainsworth

Thanks. That would be great. We looking to phasing in SLM across our many services from the 8th August, so might just coincide.

Cheers

Martyn

[David Hall]

Hi @Martyn Houghton

As @James Ainsworth mentioned yesterday, we've just completed a small change to provide a new application right under the service level management rights which will also control the ability to update request service levels in addition to the existing role checking, hopefully you can then add this right to your roles as needed.  We have managed to get it into the next build planned for today, so as James said if all is well with testing and release it should be with you within the next couple of weeks.

Regards,

Dave.

[Martyn Houghton]

@David Hall

That's great news. Fingers crossed this should hopefully tie in with when we are going to start rolling this out on our services.

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

I just wanted to confirm that a new right called updateRequestServiceLevel is now available in the live environment.  You should now be able to use this right against a custom role.

Regards,

James

[Martyn Houghton]

@James Ainsworth

Thanks for confirming.

For future readers this is under the  'Service Level Management' heading under the role and not the 'Service Desk & Self Service' heading where the general application rights are granted.

Cheers

Martyn