Symantec SERVICEDESK 7.0 MR2, Implementation Manual

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Managing security, users,
roles, groups, and
permissions
This chapter includes the following topics:
■
About ServiceDesk security and permissions
■
About group-level permissions
■
About ServiceDesk authentication
■
About adding users from Active Directory
About ServiceDesk security and permissions
ServiceDesk manages access to the ServiceDesk portal through native
authentication or Active Directory authentication.
See “About ServiceDesk authentication” on page 143.
ServiceDesk provides a high level of security within the ServiceDesk portal through
the use of users, groups, organizational units, and permissions. The ServiceDesk
permissions control all the views and possible actions in the ServiceDesk portal.
For example, permissions can grant or deny access to certain functions within
ServiceDesk. Permissions can grant the ability to create users, and they can deny
access to view and edit articles in the knowledge base.
The ServiceDesk permissions are hierarchical. The permission that is applied at
the most specific level takes precedence. For example, a group is denied access to
view a knowledge base article. However, a specific user within that group has
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