Can I change what predefined Help Desk roles can do?

You can't change ready-to-use (or what's sometimes called "out-of-the-box") job roles. You can, however, make copy of a role and edit it to meet your business objectives.

For example, let's say you want to make your existing agents have read-only access to certain types of requests.

If the privilege of Edit Service Request came from a ready-to-use employee role, create a new role and remove the privilege of Edit Service Request. Then and attach your new role to your user and remove the old one.

Make sure you run the ESS jobs after making changes. Go to Navigator > Tools >Scheduled Processes and run the following:

1. Send Pending LDAP request
2. Retrieve latest LDAP changes
3. Import User and Role Application Security Data
4. Synchronize Person Records
5. Sign out and sign in.