Visibility of User-specific Fields

You can prevent unnecessary exposure of sensitive user data by allowing or restricting the visibility of user-specific fields. To control the visibility of user-specific fields, ServiceDesk Plus allows you to configure either an inclusion list or an exclusion list to maintain allowed or restricted fields respectively. The lists must be configured for requesters and technicians separately.

Role Required: SDAdmin

Supported Fields: SDAdmins can manage the visibility of the following list of user-specific fields of requesters and technicians.
 

Requester-specific fields

First Name, Middle Name, Last Name, Mobile Phone, Primary Email, Secondary Email ID(s), Employee ID, Job title, Reporting To, Department Name,  Profile Pic, Description, VIP User, user additional fields, CI attributes, and CI Type.

Technician-specific fields

First Name, Middle Name, Last Name, Mobile, Phone, Secondary Email ID(s), Login Name, Domain Name, Assigned Roles, Associated Groups, Associated Sites, Business Impact, Employee ID, Job title, Purchase Approval Limit, Description, Profile Pic, VIP User, user additional fields, technician additional fields, CI attributes, and CI Type.

 

If a requester-specific field is added to the Include list, then those fields across modules are visible from the requester's login. For example, if the Last Name field is added to the Include list, then the field will be visible from the requester's login.

On the other hand, if a requester-specific field is added to the Exclude list, no requester or technicians can see those fields anywhere in the application.

You can either create an inclusion or exclusion list and not both.

Similarly, if a technician-specific field is added to the Include list, then those fields across modules are visible from the technician's login. For example, if the Last Name field is added to the Include list, then the field will be visible from the technician's login. If a technician-specific field is added to the Exclude list, no requester or technicians can see those fields anywhere in the application.

The following is the list of fields that are added to the Include list for requesters and technicians by default and they cannot be added to the Exclude list.   
 

Requester Login 

Technician Login
  • id
  • Display Name
  • Status
  • is_user_anonymized
  • operation_type
  • type
  • status
  • Is online
  • Is technician
  • Project Roles
  • id
  • Display Name
  • Department Name
  • Primary Email
  • SMS Mail ID
  • Enable telephony
  • SIP User
  • Extensions
  • Cost per hour ($)
  • Allowed to view Cost per hour
  • Service Request Approver
  • Purchase Approver
  • Project Roles
  • Requester allowed to view
  • Reporting To
  • CIID
  • CiTypeId
  • Status
  • is_user_anonymized
  • operation_type
  • type
  • status
  • Is online
  • Is technician

The following is the list of fields that are added to the Exclude list for requesters and technicians by default and they cannot be added to the Include list.   
 

Requester Login

Technician Login
  • Business Impact
  • Enable telephony
  • SIP User
  • Extensions
  • Cost per hour ($)
  • Allowed to view Cost per hour
  • Service Request Approver
  • Purchase Approver
  • Associated Sites
  • Associated Groups
  • Requester allowed to view
  • Login Name
  • Domain
  • Password
  • Assigned Roles
  • SMS Mail ID
  • Purchase Approval Limit
  • CIID
  • CiTypeId
  • Created Time
  • Created By
  • Enable Organization Administrator
  • Domain
  • Password
  • Created time
  • Created By
  • Enable Organization Administrator

 

You can either create an inclusion or exclusion list and not both.
SDAdmins and SDSiteAdmins can view all fields.
The technicians with permission to create or edit requesters or technicians can view all fields even if the fields were added to the Exclude list.

 

 Configure Visibility for Requester-specific Fields 

To configure the visibility of requester-specific fields,

  1. Go to Admin > General Settings > Advanced Portal Settings > Requester.

  2. Locate the Select or restrict user fields to be displayed for requesters option and do one of the following:

  3. Finally, click Save.

To add more fields to the Include/Exclude list, click the corresponding combo box and choose your preferred fields or use the Bulk Select option and select your preferred fields.

To remove fields from the Include/Exclude list, locate the field in the combo box and click Remove beside the field name or use the Bulk Select option and unselect the fields.


Configuration Page:

 

 Configure Visibility for Technician-specific Fields 

To configure the visibility of technician-specific fields,

  1. Go to Admin > General Settings > Advanced Portal Settings > Technician.
  2. Locate the Select or restrict user fields to be displayed for technicians option and do one of the following:
    1. Show All: Select this option if you do not want to restrict the visibility of any technician-specific fields.
    2. Include: With this option, you can restrict visibility to selected fields. Only fields that are selected with this option will be visible to other users and all other technician-specific fields will be hidden. To restrict visibility to specific fields, select this option and choose your preferred fields from the combo box. You can also bulk select fields by clicking Bulk Select, and choosing your preferred fields.  
    3. Exclude: With this option, you can hide selected fields from other users. Only fields that are selected with this option will be hidden from other users and all other technician-specific fields will be visible. To hide specific fields, select this option and choose your preferred fields from the combo box. You can also bulk select fields by clicking Bulk Select, and choosing your preferred fields.   
  3. Finally, click Save.   

To add more fields to the Include/Exclude list, click the corresponding combo box and choose your preferred fields or use the Bulk Select option and select your preferred fields.

To remove fields from the Include/Exclude list, locate the field in the combo box and click Remove beside the field name or use the Bulk Select option and unselect the fields.

 

 

 Bulk Select Dialog 

In the bulk select dialog, you can select and unselect fields and then click Add to update the Include/Exclude list. Options to select/deselect, search for a specific field, and filter by category (All, Selected, and Unselected) are available.

The Bulk Select option is available when configuring Include and Exclude lists for both requester-specific and technician-specific fields.