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Version: On prem: 15.0.1

Service desk agent role

The Service desk agent role can help you to administer and maintain accounts, as well as help perform the following tasks:

  • Request access on behalf of identities in the relevant context.
  • See an overview of all the identities in the relevant context.
  • Enable or disable accounts or resource assignments.
  • Reassign surveys and other process activities.
  • Remove assignments (this is supported for direct assignments only).
  • See the status of Access requests flow for a specific identity.
  • Reset passwords of users using Password reset feature in Omada Identity.
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If you wish to see identities in all child and grandchild contexts, the UNFOLDHIERARCHYFORSERVICEDESK parameter must be set to True in the views which apply the IdentitiesAccessModifier.

The main view for activities related to the service desk role is the My identities view which you can access through Omada Identity > My data > My Identities. My identities view limits the visible identities to those available in the Org. Unit that the service desk agent has access to.

In the Service desk role, the following UI actions are added to the context menu for each object identity data:

  • Reset Password: Use the password reset feature to reset the identity's password.
  • Request access status: See the status of access requests for the relevant identity.
  • Request access: Initiates the Request access process.

To use the actions and to view the context menu, in the** My Identities** view, click on the** ellipsis (...) button** on the right side. In the context menu, click the desired action.

servicedesk

Reassign tasks​

To reassign task as a Service desk agent role, follow these steps:

  1. In Omada Identity, go to Setup > Data management > Process templates.
  2. In the Process templates view, click the relevant process template (non-survey template).
  3. In the Edit process template dialog box, click the Activities button and select the activity you want to edit.
  4. Click Edit. In the Assignee dialog box, click the magnifying glass icon and select the Service desk agents user group.
  5. Ensure that you set Can reassign to True.

Repeat the procedure for all relevant activity templates. Service desk agents can reassign all activities regardless of who they are assigned to.

Reassign surveys​

To reassign survey activities or activities that involve answering survey questions, and not initiation and verification activities, you need to add Service desk agent user group to the Survey Admins property. Follow these steps to do that:

  1. Start a new survey instance for any survey.

  2. In the Initiate Survey dialog, in the Survey admins field, enter Service desk agents and add it.

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You can also change the target object of the survey template so it always includes the Service Desk Agent user group in the Survey admins property.