Service Agent User

errorqueen

I have added an individual to our team and wanted him to start of as a Service Agent User at least at the beginning. At this role though, he cannot reassign tickets to himself or complete someone else's task in a process. Is there a way to set the permissions to where he would be able to do this or am I going to need to just assign him a different role?

mr.castaneda

Hi @errorqueen,

You don’t have to bump him up to a role with broad privileges (like Administrator) just for this!

In SolarWinds Service Desk, the default out-of-the-box roles (like Service Agent User) have fixed permissions and can’t be edited directly. However, the best practice here is to create a custom role based on the Service Agent User role and tweak the specific permissions you need.

Here’s the best way to set that up:

1. Create a Custom Role

• Head over to Setup > Roles & Permissions.
• Locate Service Agent User and clone/duplicate it (or create a new role modeled after it), naming it something like Service Agent – Level 1 or Custom Agent.

2. Adjust Ticket Reassignment Permissions

• Under the Incident permissions table, check the Update permission.
• If it’s currently scoped to only tickets assigned to the user, broaden the scope (e.g., to All or specific Sites/Departments). This is what allows agents to pick up unassigned tickets or reassign tickets from other queues/technicians to themselves.
• Bonus check: Make sure he is added as a member of any relevant Groups/Queues so he has visibility into the tickets you want him working on.

3. Completing Process Tasks

• Under Tasks, make sure his role has Update permissions enabled so he can edit and complete tasks not originally assigned to him.
• Workflow tip: If you manage the process workflows (like Service Catalog items or Changes), assigning process tasks to a Group rather than a single individual is a handy alternative. That way, any member of that group can complete it without needing overarching task-management rights.

4. Assign the New Role

• Once saved, go to Setup > Users & Assets > Users, open his profile, and swap his role from Service Agent User to your newly created custom role.

Hope this helps!