Set Up a Role With Read-Only Access

Here's how you set up a role with read-only access to the service request (SR) header alone, or both the SR header and SR messages:

Note: These steps use the Service Request Troubleshooter duty role and Customer Service Representative job role as examples. You can copy any of the service job and duty role combinations to create a read-only version of that role.

1. Sign into the application as an administrator.

2. Navigate to Security Console.

3. Copy a service duty role, such as Service Request Troubleshooter.

   When copying the role, select the Copy Top Role option.

4. Remove the privileges that you don't want to assign, from the copied role.

5. Copy a service job role, such as Customer Service Representative

   When copying the role, select the Copy Top Role option.

6. Delete the Service Request Troubleshooter child role from the copied job role.

7. Associate the copied version of the Service Request Troubleshooter duty role to the copied job role.

8. Associate the copied job role with the users who need read-only access to the SR header alone, or both the SR header and SR messages.

   Ensure that the users don't have other roles that assign them the Edit Service Request privilege.