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Navigate to Admin > User Management > Permissions Sets.
Click the 'Add' button.
Enter a 'Name' of "CustomerCenter Only".
This title lets other Users easily know the intent of the Permissions Set.
Leave the 'Default Permission for Menus & Modules/Controllers:' set to 'Deny'. This ensures access to ONLY what is added.
On the 'Menu' tab, click the 'Add' button.
This opens the 'Add New Menu Permissions' form. Click the 'CustomerCenter Menu' field.
Select 'Check all'.
View file name UNKNOWN_ATTACHMENT Click the 'Save' button.
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From Admin > User Management > Permissions Sets again click the 'Add' button.
Enter a 'Name' of "Knowledgebase Only".
Leave the 'Default Permission for Menus & Modules/Controllers:' set to 'Deny'. This ensures access to ONLY what is added.
On the 'Menu' tab, click the 'Add' button.
This opens the 'Add New Menu Permissions' form. Click the 'Knowledgebase' check box.
Click the 'Save' button.
This creates a Permission Set that only allows access to the Knowledgebase.
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From Admin > User Management > Permissions Sets again, click the 'Add' button.
Enter a 'Name' of "Service Desk: Requests Only".
Leave the 'Default Permission for Menus & Modules/Controllers:' set to 'Deny'. This ensures access to ONLY what is added.
On the 'Menu' tab, click the 'Add' button.
This opens the 'Add New Menu Permissions' form. Click the 'Service Desk' check box.
Deselect the all the check boxes in the Service Desk tree EXCEPT for the 'Requests' check box.
Click the 'Save' button.
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The fourth example removes the 'Delete Selected' button
from the 'Service Desk: Requests' Grid. Both the fourth and fifth examples start in the Permissions Sets Grid and move to 'Service Desk: Requests' to finish creating the specific Permissions.
From Admin > User Management > Permissions Sets again click the 'Add' button.
Enter a 'Name' of "Service Desk: Requests (no delete)",
and then click the 'Save New' button.
'Add' another Permission Set and give it a 'Name' of "Service Desk: Requests (lock requestor)",
and then click the 'Save New' button.
Now that there are two blank Permissions Sets, ("Service Desk: Requests (no delete)" and "Service Desk: Requests (lock requestor)") navigate to Main > Service Desk > Requests
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From the 'Service Desk: Requests' Grid, locate and click the "Permissions" button
in the lower left-hand corner of the Grid.
This opens the 'Add New Grid Permissions' form.
In the 'Permission Set' field,
locate and select the "Service Desk: Requests (no delete)" Permission that was set up in Step 2 above.View file name UNKNOWN_ATTACHMENT In the 'Button' field,
locate and select "deleteButton".View file name UNKNOWN_ATTACHMENT Make sure the 'Permission' field is set to "Deny".
Click the 'Save New' button.
This saves the fourth Permission Set of Service Desk: Requests (no delete).
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Start with an Incident Request. Locate a Request in the Grid that starts with "IR" and double-click or select and click the 'Edit Selected' button.
Click the 'Options' menu,
and then click 'Permissions Builders'
in the menu.
Small 'Lock' buttons appears next to all lockable form elements. Click the one next to 'Requestor'
This opens the 'Add New Form Element Permissions' form.
In the 'Permission Set' field
locate and select the "Service Desk: Requests (lock requestor)" Permission that was set up in Step 2 of Example Four .
Make sure the 'Permission' field
is set to "Read". This keeps Users with the Role from editing the field.
Click the 'Save New' button.
That sets up the fifth and final Permission. The only step remaining is to define the Role.
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To bring it all together, the User should create the Role 'Example Role'. Navigate to Admin > User Management > Roles
Click the 'Add' button.
This opens the 'Add New Role' form.
Add a name of "Example Role" in the 'Role:' field.
Add a 'Description'
of what the Role does. This 'Description' shows in the Grid, and can help identify the intent of a Role.
On the 'Permissions Sets' tab,
click the 'Add Existing' button.
This opens the 'Add New Existing Permission Sets' form.
Select the five Permissions Sets ('CustomerCenter Only', 'Knowledgebase Only', 'Service Desk: Requests Only', 'Service Desk: Requests (no delete)', and 'Service Desk: Requests(lock requestor)') that were created at the begining of the Best Practices wiki.
Click the 'Save and Close' button.
The Permissions Sets are added to the Grid on the Permissions Sets tab.
Click the 'Save New' button.
The Role appears in the Grid now.
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