# User and Role Management **URL:** https://community.sapphireims.com/c/service-desk/user-role-management/65.md [Latest](https://community.sapphireims.com/latest.md) · [Categories](https://community.sapphireims.com/categories.md) · [Tags](https://community.sapphireims.com/tags.md) --- ## [About the User and Role Management category](https://community.sapphireims.com/t/about-the-user-and-role-management-category/124)
**Author:** [@admin](https://community.sapphireims.com/u/admin)\ **Replies:** 0
--- ## [Customer raises a incident stating while adding enclosures to record, he doesn't get the option to select public/private enclosures in one of the project, whereas in another project he is getting the access. What steps you suggest to correct it?](https://community.sapphireims.com/t/customer-raises-a-incident-stating-while-adding-enclosures-to-record-he-doesnt-get-the-option-to-select-public-private-enclosures-in-one-of-the-project-whereas-in-another-project-he-is-getting-the-access-what-steps-you-suggest-to-correct-it/415)
**Author:** [@hari](https://community.sapphireims.com/u/hari)\ **Replies:** 0\ **Last updated:** [March 10, 2021, 10:01am UTC](https://community.sapphireims.com/t/customer-raises-a-incident-stating-while-adding-enclosures-to-record-he-doesnt-get-the-option-to-select-public-private-enclosures-in-one-of-the-project-whereas-in-another-project-he-is-getting-the-access-what-steps-you-suggest-to-correct-it/415 "2021-03-10T10:01:07Z")
Instruct the customer to check if he has access to the option ‘Enclosure Access Control’ under the role configuration for any of the roles he is holding. This option will be available for the roles inherited from ‘Techni… --- ## [The customer complains that a role he created with the name 'Assign to Technician' is not coming under the 'Default user role addition' rule ? Why is this not happening](https://community.sapphireims.com/t/the-customer-complains-that-a-role-he-created-with-the-name-assign-to-technician-is-not-coming-under-the-default-user-role-addition-rule-why-is-this-not-happening/400)
**Author:** [@hari](https://community.sapphireims.com/u/hari)\ **Replies:** 0\ **Last updated:** [March 10, 2021, 8:18am UTC](https://community.sapphireims.com/t/the-customer-complains-that-a-role-he-created-with-the-name-assign-to-technician-is-not-coming-under-the-default-user-role-addition-rule-why-is-this-not-happening/400 "2021-03-10T08:18:55Z")
This role must have been inherited from ‘Technician’ or ‘Approval Manager’. The default user role addition can be specified only for the roles inherited from ‘Submitter’ role. Clarify the customer accordingly. Such defau… --- ## [Customer created a role called 'XYZ' inherited from submitter role. He asks that this role be allocated by default to the project whenever new users are created. How will you achieve this?](https://community.sapphireims.com/t/customer-created-a-role-called-xyz-inherited-from-submitter-role-he-asks-that-this-role-be-allocated-by-default-to-the-project-whenever-new-users-are-created-how-will-you-achieve-this/399)
**Author:** [@hari](https://community.sapphireims.com/u/hari)\ **Replies:** 0\ **Last updated:** [March 10, 2021, 8:16am UTC](https://community.sapphireims.com/t/customer-created-a-role-called-xyz-inherited-from-submitter-role-he-asks-that-this-role-be-allocated-by-default-to-the-project-whenever-new-users-are-created-how-will-you-achieve-this/399 "2021-03-10T08:16:25Z")
Instruct the customer to use ‘Default user role addition’ rule and select the ‘XYZ’ role. --- ## [What are the different access control options available in SapphireIMS service desk?](https://community.sapphireims.com/t/what-are-the-different-access-control-options-available-in-sapphireims-service-desk/241)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [February 26, 2021, 12:49pm UTC](https://community.sapphireims.com/t/what-are-the-different-access-control-options-available-in-sapphireims-service-desk/241 "2021-02-26T12:49:40Z")
Currently SapphireIMS supports following list of Access controls, a. Location b. Department c. Service d. Category e. Subcategory f. Derived Field 1, 2 & 3 Please refer help link Access Control for more details on… --- ## [Can I restrict Users from submitting record on specific Service, Category & Subcategory?](https://community.sapphireims.com/t/can-i-restrict-users-from-submitting-record-on-specific-service-category-subcategory/240)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [February 26, 2021, 12:44pm UTC](https://community.sapphireims.com/t/can-i-restrict-users-from-submitting-record-on-specific-service-category-subcategory/240 "2021-02-26T12:44:00Z")
Yes, SapphireIMS do have a access control configuration to control the submission of Record and rules have to be defined for the same. Please refer help link Access Control for the configuration. --- ## [Is it possible to configure different permission for the created role?](https://community.sapphireims.com/t/is-it-possible-to-configure-different-permission-for-the-created-role/219)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [February 26, 2021, 7:19am UTC](https://community.sapphireims.com/t/is-it-possible-to-configure-different-permission-for-the-created-role/219 "2021-02-26T07:19:07Z")
Yes, SapphireIMS do support Access permission that can be configured as per the requirement for various roles. Please refer Access Permission field in the help link Roles --- ## [Is it possible to copy the Access permission from already created roles?](https://community.sapphireims.com/t/is-it-possible-to-copy-the-access-permission-from-already-created-roles/220)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [February 26, 2021, 7:21am UTC](https://community.sapphireims.com/t/is-it-possible-to-copy-the-access-permission-from-already-created-roles/220 "2021-02-26T07:21:33Z")
Yes, SapphireIMS do have a feature to copy all the permission from the existing Roles. Please refer Copy From field in the help link Roles --- ## [Does Sapphire provide an option to customize the Record Submission page based on the Roles?](https://community.sapphireims.com/t/does-sapphire-provide-an-option-to-customize-the-record-submission-page-based-on-the-roles/225)
**Author:** [@pavan.kumar](https://community.sapphireims.com/u/pavan.kumar)\ **Replies:** 0\ **Last updated:** [February 26, 2021, 7:42am UTC](https://community.sapphireims.com/t/does-sapphire-provide-an-option-to-customize-the-record-submission-page-based-on-the-roles/225 "2021-02-26T07:42:29Z")
As part of the service desk record submission, various parameters for fixed fields can be defined. The fields configured are for a particular role in a particular project. The parameters that can be configured for the f… --- ## [Is it possible to configure “Private Ticket Search Filter Profile” in SapphireIMS Service Desk?](https://community.sapphireims.com/t/is-it-possible-to-configure-private-ticket-search-filter-profile-in-sapphireims-service-desk/215)
**Author:** [@rupam.sharma](https://community.sapphireims.com/u/rupam.sharma)\ **Replies:** 0\ **Last updated:** [February 25, 2021, 8:46am UTC](https://community.sapphireims.com/t/is-it-possible-to-configure-private-ticket-search-filter-profile-in-sapphireims-service-desk/215 "2021-02-25T08:46:17Z")
Yes. It is possible to configure “Private Ticket Search Filter Profile” in SapphireIMS Service Desk. For more information, please refer to the SapphireIMS Online Help Portal Link: https://sapphireims.com/help/View\_Servic… --- ## [While adding a Comment/Enclosure in a SapphireIMS Service Desk Record/Ticket, I am not able to see the option to mark the Comment/Enclosure as Private or Public. How can I resolve this issue?](https://community.sapphireims.com/t/while-adding-a-comment-enclosure-in-a-sapphireims-service-desk-record-ticket-i-am-not-able-to-see-the-option-to-mark-the-comment-enclosure-as-private-or-public-how-can-i-resolve-this-issue/214)
**Author:** [@rupam.sharma](https://community.sapphireims.com/u/rupam.sharma)\ **Replies:** 0\ **Last updated:** [February 25, 2021, 8:44am UTC](https://community.sapphireims.com/t/while-adding-a-comment-enclosure-in-a-sapphireims-service-desk-record-ticket-i-am-not-able-to-see-the-option-to-mark-the-comment-enclosure-as-private-or-public-how-can-i-resolve-this-issue/214 "2021-02-25T08:44:49Z")
The option to “Allow marking Comment/Enclosure as Private or Public” is available in the Service Desk Role Settings and the same can be configured from the “Service Desk Project Settings-\> User/Role Management-\> Roles-\> … --- ## [I have logged-in to the SapphireIMS Service Desk Web Portal as a Technician. I cannot view all the Tickets. Also, I am not able to transfer a Ticket to another Technician by changing the Owner of the same. How can I resolve this issue?](https://community.sapphireims.com/t/i-have-logged-in-to-the-sapphireims-service-desk-web-portal-as-a-technician-i-cannot-view-all-the-tickets-also-i-am-not-able-to-transfer-a-ticket-to-another-technician-by-changing-the-owner-of-the-same-how-can-i-resolve-this-issue/213)
**Author:** [@rupam.sharma](https://community.sapphireims.com/u/rupam.sharma)\ **Replies:** 0\ **Last updated:** [February 25, 2021, 8:43am UTC](https://community.sapphireims.com/t/i-have-logged-in-to-the-sapphireims-service-desk-web-portal-as-a-technician-i-cannot-view-all-the-tickets-also-i-am-not-able-to-transfer-a-ticket-to-another-technician-by-changing-the-owner-of-the-same-how-can-i-resolve-this-issue/213 "2021-02-25T08:43:44Z")
The options to “Allow Technician to view All Records” and “Allow Technician to Change Record Owner” are available in the Service Desk Role Settings and the same can be configured from the “Service Desk Project Settings-\> … --- ## [Does SapphireIMS Service Desk support the “On Behalf of Ticket Submission” feature? If yes, then how to configure the same? Also, can we configure “On Behalf of Ticket Submission” restricted to the Location and/or Department a User?](https://community.sapphireims.com/t/does-sapphireims-service-desk-support-the-on-behalf-of-ticket-submission-feature-if-yes-then-how-to-configure-the-same-also-can-we-configure-on-behalf-of-ticket-submission-restricted-to-the-location-and-or-department-a-user/212)
**Author:** [@rupam.sharma](https://community.sapphireims.com/u/rupam.sharma)\ **Replies:** 0\ **Last updated:** [February 25, 2021, 8:35am UTC](https://community.sapphireims.com/t/does-sapphireims-service-desk-support-the-on-behalf-of-ticket-submission-feature-if-yes-then-how-to-configure-the-same-also-can-we-configure-on-behalf-of-ticket-submission-restricted-to-the-location-and-or-department-a-user/212 "2021-02-25T08:35:05Z")
Yes. SapphireIMS Service Desk supports the “On Behalf of Ticket Submission” feature and it can be configured from the “Service Desk Project Settings-\> User/Role Management-\> Roles-\> Add Button” page. Also, we can configu… --- ## [Is it possible to create a new Service Desk Role in SapphireIMS Service Desk by copying the Role Settings of another Service Desk Role?](https://community.sapphireims.com/t/is-it-possible-to-create-a-new-service-desk-role-in-sapphireims-service-desk-by-copying-the-role-settings-of-another-service-desk-role/211)
**Author:** [@rupam.sharma](https://community.sapphireims.com/u/rupam.sharma)\ **Replies:** 0\ **Last updated:** [February 25, 2021, 8:28am UTC](https://community.sapphireims.com/t/is-it-possible-to-create-a-new-service-desk-role-in-sapphireims-service-desk-by-copying-the-role-settings-of-another-service-desk-role/211 "2021-02-25T08:28:58Z")
Yes, it is possible to create a new Service Desk Role in SapphireIMS Service Desk by copying the Role Settings of another Service Desk Role of the same Role Type. For more information, please refer to the SapphireIMS Onl… --- ## [What are the different types of Roles supported in SapphireIMS Service Desk?](https://community.sapphireims.com/t/what-are-the-different-types-of-roles-supported-in-sapphireims-service-desk/210)
**Author:** [@rupam.sharma](https://community.sapphireims.com/u/rupam.sharma)\ **Replies:** 0\ **Last updated:** [February 25, 2021, 8:26am UTC](https://community.sapphireims.com/t/what-are-the-different-types-of-roles-supported-in-sapphireims-service-desk/210 "2021-02-25T08:26:43Z")
The SapphireIMS Service Desk supports the following Role Types: Approval Manager Child Request Access Inter Project Admin KB Manager Submitter Technician --- ## [Does SapphireIMS Service Desk support the “Delegation” feature. If yes, then for which Service Desk Role the Delegation feature is supported and how to configure the same?](https://community.sapphireims.com/t/does-sapphireims-service-desk-support-the-delegation-feature-if-yes-then-for-which-service-desk-role-the-delegation-feature-is-supported-and-how-to-configure-the-same/209)
**Author:** [@rupam.sharma](https://community.sapphireims.com/u/rupam.sharma)\ **Replies:** 0\ **Last updated:** [February 25, 2021, 8:18am UTC](https://community.sapphireims.com/t/does-sapphireims-service-desk-support-the-delegation-feature-if-yes-then-for-which-service-desk-role-the-delegation-feature-is-supported-and-how-to-configure-the-same/209 "2021-02-25T08:18:13Z")
Yes, SapphireIMS Service Desk supports the “Delegation” feature for Approval Manager and Technician Roles. For more information, please refer to the SapphireIMS Online Help Portal Link: https://sapphireims.com/help/roles… --- ## [Is it possible to allow or prevent the newly added Users in SapphireIMS being allocated to a Service Desk Role by default?](https://community.sapphireims.com/t/is-it-possible-to-allow-or-prevent-the-newly-added-users-in-sapphireims-being-allocated-to-a-service-desk-role-by-default/208)
**Author:** [@rupam.sharma](https://community.sapphireims.com/u/rupam.sharma)\ **Replies:** 0\ **Last updated:** [February 25, 2021, 8:15am UTC](https://community.sapphireims.com/t/is-it-possible-to-allow-or-prevent-the-newly-added-users-in-sapphireims-being-allocated-to-a-service-desk-role-by-default/208 "2021-02-25T08:15:41Z")
Yes. This can be achieved from the “Service Desk Project Settings-\> User/Role Management-\> Roles-\> Default User Addition Rule Button” page. In this page, do not select any User if you want to prevent the newly added User…