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Workplace Services / Service Desk / System Integrator / Define Service Desk Roles

Service Desk Role Helper: Methods for Defining a Service Desk Role

From the Define Service Desk Roles form, you select the method for defining a Service Desk Role.

The Service Desk Role Helper provides three options for defining criteria for the role. 

• Use a single employee field from the request record
• Use criteria based on request record and employee values
• Use custom SQL where clause

You can use only one of these methods for each role.  Each option is detailed below.

Use a single employee field from the request record:

With this option, you select one of the employee-related fields that exist in the Work Requests or Service Requests tables.  The helper returns just the single employee whose value is saved in that field of the current request.

Use criteria based on request record and employee values:

With this option, you set three types of criteria:

• Fields to Match from Request - these are the fields from the Employee record that must match the values in the Request record.  For instance, to select employees with the same division and department as the division and department of the request, enter “dv_id;dp_id” in this field.
  
  

• Fields to Match from Employee - these are the fields in the Employees table that have a certain value that is hard-coded into the role.  For instance, to select all employees with a certain employee standard, enter that standard here.
  
• Employee’s Security Role - User Security Roles are completely separate from Service Desk Roles.  However, if you do want to set up Service Desk Roles that refer back to User Security Roles, you can do that here.  For instance, to select all employees in the “ACTIVITY LICENSEE” role, enter that here.
  
  
  

You can use any combination of these three criteria fields when using this option.

Use custom SQL where clause:

This option requires a level of SQL familiarity that the first to two options do not need.  With this option, you write the “where” clause, such as the following, that will become part of the employee selection statement:

SELECT em_id FROM em WHERE [SQL Where Clause defined in EZ Role]

Parameters are automatically set up for all the field values from the request record.  To refer to them in the SQL clause, use the following format:

${parameters['fieldName']}