Role and permission model
The RBAC model
Section titled “The RBAC model”Principles.
- Each user has one or more roles.
- Each role enables a set of access profiles (“ACL tokens”) that decide which tiles appear on the Home and in the hubs.
- Access to individual pages is further filtered by page gates; individual actions (transitions, field edits, approvals, sensitive functions) by capabilities.
- The model is fail-safe: if a permission customisation is not available, the defaults apply; a permission that is not granted is denied.
- Overrides apply as a delta from the default: only the roles that differ are saved, and code changes take effect at deploy.
Data scope. On top of functional RBAC, access to data is restricted by tenant and, for some roles (scoped agents, Customer Service), by contract/group: Customer Service access is linear (profile ∪ customer groups); confidential HR cases and pay data have dedicated permissions.
Access profiles (token → area)
Section titled “Access profiles (token → area)”Access profiles are the “building blocks” that make up a role’s visibility. The following table maps them to the areas of the manual:
| Token | Area / hub enabled |
|---|---|
ITHUB |
IT / ITSM hub (IT / ITSM hub) |
OPS |
Service desk operations / queues |
NOC |
NOC / Observability hub (NOC, Observability and ITOM) |
SOC |
SOC — Security operations (Security hub) |
XDR |
XDR — Detection & Response (XDR Ops) |
ICC |
Integration & Communication Center (Project / Customer registry) |
GRC |
GRC / Risk / Compliance (GRC, risk, compliance and legal) |
HR |
HR hub — operations (HR hub) |
HRHUB |
HR hub — landing |
HRMGR |
HR — management (approvals, cases) |
HRREC |
HR — recruiting (Process actions) |
HRADM |
HR — administration/configuration (Leave balances) |
SECHUB |
Security hub — landing (Security hub) |
DIR |
Service management views (Operations Cockpit) |
MGR |
Team management views |
EXEC |
Executive Cockpit (Purpose and map of the area) |
OPSDASH |
Operations Dashboard / cockpit (Global Director) |
SMD |
Service Manager Director (Operations Cockpit) |
CFG |
Settings launcher (Administration) |
GADM |
Global administration (users, roles, system) |
LOGINSP |
Access / log inspection |
Role → hub matrix
Section titled “Role → hub matrix”The table lists the access profiles granted to the canonical roles and to the main extended roles (platform defaults; a tenant can change them with overrides).
| Role | Access profiles (tiles) |
|---|---|
| Administrator | All operational hubs + GADM, HRADM, management (super-admin) |
| System Admin (sadmin) | All profiles (ACL_ALL) |
| Senior Director | All profiles (ACL_ALL) |
| Service Director | All profiles (ACL_ALL) |
| Director | NOC, SOC, XDR, ICC, GRC, OPS, HR, DIR, MGR, HRMGR, HRREC, HRHUB, EXEC, OPSDASH |
| IT Manager / IT Admin | All profiles (ACL_ALL) |
| ITSM Manager | DIR, MGR, HRMGR, HRREC, HRHUB (+ IT service management) |
| NOC Manager | DIR, MGR, HRMGR, HRREC, HRHUB, NOC |
| SOC Manager | DIR, MGR, HRMGR, HRREC, HRHUB, SOC |
| XDR Manager | DIR, MGR, HRMGR, HRREC, HRHUB, XDR |
| ICC Manager | DIR, MGR, HRMGR, HRREC, HRHUB, ICC |
| GRC Manager | DIR, MGR, HRMGR, HRREC, HRHUB, GRC |
| OPS Manager / L1 Manager | DIR, MGR, HRMGR, HRREC, HRHUB, OPS |
| Manager / Line Manager | DIR, MGR, HRMGR, HRREC, HRHUB (people management) |
| L1 Operator | ITHUB, OPS, LOGINSP (L1 triage) |
| L2 Operator | ITHUB, OPS, LOGINSP (L2 escalation) |
| L3 Operator | ITHUB, OPS, LOGINSP (L3 expert) |
| NOC Operator | ITHUB, OPS, LOGINSP, NOC |
| SOC Operator | ITHUB, OPS, LOGINSP, SOC |
| XDR Operator | ITHUB, OPS, LOGINSP, XDR |
| ICC Operator | ITHUB, OPS, LOGINSP, ICC |
| GRC Operator | ITHUB, OPS, LOGINSP, GRC |
| HR Director | HR, HRMGR, HRREC, HRHUB, HRADM, DIR |
| HR Manager / HR Admin | HR, HRMGR, HRREC, HRHUB, HRADM |
| HR Specialist / HR Operator / Recruiter | HR, HRREC, HRHUB, HRADM |
| PMO Manager | SMD, MGR, DIR |
| Sales Account Manager | DIR, MGR, OPSDASH |
| Sales Director | EXEC, DIR, OPSDASH |
| Finance Manager / Controller / Treasurer | DIR, OPSDASH |
Functional profiles by role
Section titled “Functional profiles by role”Below, for the main roles, is what each one sees and can actually do.
L1 Operator
Section titled “L1 Operator”- Sees: IT hub, Service Desk queue, KB, their own assigned tickets.
- Does: triage of incoming tickets, taking charge, first diagnosis with help from the KB and the AI Copilot, opening tickets through the Composer, updates and comments, escalation to L2. Uses the Ticket editor intensively (Ticket editor).
- Does not: configuration, change/HR approvals, access to confidential cases.
L2 / L3 Operator
Section titled “L2 / L3 Operator”- Sees: the same as L1, plus the in-depth tools (Issue Inspector, internal notes, PAM Console on CIs).
- Does: handles escalations, technical analysis, resolution; L3 acts as a domain expert and contributes to Problems/Known Errors and the KB.
Domain operators (NOC / SOC / XDR / ICC / GRC)
Section titled “Domain operators (NOC / SOC / XDR / ICC / GRC)”- Sees: the base hubs (IT/OPS) plus their own domain.
- Does: works the domain-specific queues (NOC alerts, SOC alerts/incidents, XDR correlations, ICC requests, GRC controls), with the dedicated tools and ticket types.
HR Operator / Recruiter / HR Specialist
Section titled “HR Operator / Recruiter / HR Specialist”- Sees: HR hub, HR Workspace, recruiting, HR administration.
- Does: works HR cases in the management Inbox (HR Workspace, the management Inbox), moves processes forward, manages document campaigns and recruiting; the recruiter runs the candidate pipeline and the CV Bank.
- Does not (unless permitted): confidential cases (disciplinary/harassment/ethics), sensitive pay data — reserved for the HR Manager/Director roles.
Domain managers (ITSM / NOC / SOC / XDR / ICC / GRC / OPS)
Section titled “Domain managers (ITSM / NOC / SOC / XDR / ICC / GRC / OPS)”- Sees: the service management views (DIR/MGR) and their own domain.
- Does: governs queues and teams, approvals (e.g. CAB for the ITSM Manager), monitors SLA and productivity, manages escalations and Major Incidents.
HR Manager / HR Director
Section titled “HR Manager / HR Director”- Sees: the whole HR hub, management (HRMGR), administration (HRADM); the HR Director also the management views (DIR).
- Does: HR approvals, management of confidential cases and pay data, HR configuration (processes, templates, catalogues, campaigns), organisation and workforce planning.
Service Director / Senior Director / Director
Section titled “Service Director / Senior Director / Director”- Sees: the management views of all (or almost all) domains, the cockpits, the Operations Dashboard; the Service Director and the Senior Director have full visibility (
ACL_ALL). - Does: multi-service supervision, reading aggregated KPIs, drill-down, governance of management-level escalations; does not handle platform configuration (which stays with administrators) unless they hold a combined role.
Executive / CISO (Executive Cockpit)
Section titled “Executive / CISO (Executive Cockpit)”- Sees: the Executive Cockpit (EXEC) and the Operations Dashboard: top-level KPIs for service, security, risk and finance.
- Does: strategic reading and drill-down; no detailed operational work.
Sales and finance roles
Section titled “Sales and finance roles”- Sales Account Manager / Sales Director: management views and operational dashboards (DIR/MGR/OPSDASH; the account manager on their own customers); the Sales Director has access to the Executive Cockpit.
- Finance Manager / Controller / Treasurer / Accounts Receivable: management and operational dashboards (DIR/OPSDASH) for financial data (margins, PSA billing).
PMO Manager
Section titled “PMO Manager”- Sees: Service Manager Director (SMD), management and direction views (MGR/DIR).
- Does: governance of projects/engagements and portfolio (PSA/SPM), resource coordination.
System Admin (sadmin) / IT Admin / Administrator
Section titled “System Admin (sadmin) / IT Admin / Administrator”- Sees: everything, including the Settings launcher (CFG) and global administration (GADM/HRADM).
- Does: full platform configuration (Flow Engine, automations, routing, notifications, workflows, catalogues), user/team/role management, system, integrations and import. It is the role with the broadest privileges: the most sensitive actions (bulk changes, purges, running SecOps scripts) remain protected by safeguards and confirmations.