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Setting Up Siebel HelpDesk Responsibilities

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Before a user can run Siebel HelpDesk, you must associate the user with the appropriate responsibilities.

Siebel ERM is preconfigured with several responsibilities that are specific to Siebel HelpDesk. Organizations can use these preconfigured responsibilities to set up help desk users. Table 14 describes the preconfigured help desk responsibilities.

The responsibilities can be used as is during a deployment, they can be modified to meet the needs of the particular organization, and the responsibilities can be used as a guide for creating new responsibilities.

Table 14. Preconfigured Siebel HelpDesk Responsibilities

Responsibility	Comments
HelpDesk Agent	Users with this responsibility can access the Siebel HelpDesk views.
Universal Agent	Users with this responsibility can access the Call Center views.
ERM User	Users with the ERM Manager or ERM User responsibility can access the Siebel HelpDesk.

To set up a Siebel HelpDesk agent

From the application-level menu, choose View > Site Map > Application Administration > Responsibilities.
In the Responsibilities list, query to find the responsibility with which you want to associate an employee.

The responsibilities are:

ERM User
Universal Agent
HelpDesk Agent

NOTE:  The Views tab at the bottom of the screen includes the views that a user assigned to the selected responsibility can access. You can add or remove views according to your organization's needs, or you can create a new responsibility. For more information on creating and modifying responsibilities, see the Security Guide for Siebel eBusiness Applications.

In the Users subview list, add a new record.
In the Add Users dialog box, query to find the user you want to add, and then click OK.

The user is associated with the selected responsibility.

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