Version 9.3.0 (10 aug 2021)

ServicePilot Documentation

Users

When you subscribe to ServicePilot, you will get a user that can manage your ServicePilot subscription and all of your ServicePilot configuration. For better security and traceability, each user of ServicePilot should be provided with their own credentials for the access level they require. The access levels are specified in ServicePilot user groups. ServicePilot users are then created and assigned as members of a group.

ServicePilot access levels

There are three levels of permissions that can be given to users of ServicePilot. These can be further restricted to parts of the configuration by only allowing users of a particular group to see a subsection of the hierarchy of views.

Groups are also used when scheduling PDF reports. If a PDF report is generated using a group that can only see a part of the view hierarchy, then the content of the report will also be limited to this view hierarchy.

Group privilege Abilities
Admin - Users of a group with Admin access level have all rights. They may add and remove users, groups, policies and monitored resources as well as make all other configuration changes.

- Admin group users cannot be restricted to only parts of the configuration.
Operator - Users of a group with Operator access level may manage and unmanage views and resources as well as acknowledge events add notes.

- Operator group users can view dashboards and reports to which their group has been given access as well as run reports on demand.

- Operator group users may be given rights to modify existing resources on a per group basis.

- Operator group users can be restricted to see only parts of the view hierarchy.

- Operator group users cannot open the configuration menus that allow access allowing access to Provisioning, Policies, Reporting, Agents, Users/Groups and other settings.
Reader - Users of a group with Reader access level may only view the monitored resources.

- Reader group users can view dashboards and reports to which their group has been given access as well as run reports on demand.

- Reader group users can be restricted to see only parts of the view hierarchy.

- Reader group users cannot open the configuration menus that allow access allowing access to Provisioning, Policies, Reporting, Agents, Users/Groups and other settings.

Add/Edit ServicePilot groups

1. Using a user with administrative privileges, log in to ServicePilot.
2. Open SETTINGS > Setup Settings menu setup
3. Click on Users/Groups > Groups Groups icon
4. Click on the + Add a group button to add a new group or the blue pencil button to edit an existing group. Add a group button
5. Set a unique group name and specify the access level for users of this group. The authorized views parameter can be set to a list of top level views and their sub-views that users of this groups can see. An asterisk character allows all users to see all views. By default, users will be taken to the standard service dashboard when they first log-in. This can be changed by setting a relative URL for the Homepage parameter.
6. Click OK OK button
7. Finally, click Save Save button

Add/Edit ServicePilot users

1. Using a user with administrative privileges, log in to ServicePilot.
2. Open SETTINGS > Setup Settings menu setup
3. Click on Users/Groups > Users Users icon
4. Click on the + Add a user button to add a new user or the blue pencil button to edit an existing user. Add a user button
5. Set a unique user name, a password and a group to which the user should belong. The Email parameter is optional. If the user is a member of a group with Admin access levels then the user will receive general alert emails from ServicePilot by default. The IP Autologin parameter is designed to view dashboards on a wall display. Set an IP address and a password. This password then needs to be added as a parameter to the end of the URL when opening web pages. We recommend that this be limited to Reader access levels group users.
6. Click OK OK button
7. Finally, click Save Save button

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