Service Desk Pro - Reporting Viewer Role Guide

Who should receive this access

Assign this role to an authorised manager, auditor or supervisor who needs operational evidence but no write access. Confirm that all-ticket reporting is necessary before assigning it, even though sensitive fields are masked or hidden.

What this role can see

• Read-only ticket dashboards and all-ticket history
• Ticket volumes, trends and lifecycle status
• Operational workload and performance measures
• Closed-ticket history
• Operational analytics and report exports
• Customer-visible ticket content
• Customer identity/contact in a masked form where the view applies privacy controls

What this role can do

• Filter and review the all-ticket list
• Open read-only ticket records
• Review dashboard and analytics measures
• Export operational reports available to the role
• Raise a correction request with the operational owner
• Use reports for the approved management or audit purpose

What this role cannot do

• Create or edit tickets
• Reply to customers or add internal notes
• Assign or reassign resources
• Change status, priority or category fields
• Upload or download staff-only files
• View internal notes or staff-only ticket attachments
• View financial quote PDFs, rates, billing or financial controls
• Use time, sign-off or Ticket AI actions
• Manage customers, resources, settings, users, roles, integrations, licensing or deletion

First sign-in

1. Sign in with the named Reporting Viewer account.
2. Confirm landing on Support Desk > Dashboard.
3. Confirm Tickets and Analytics are available in read-only form.
4. Confirm Add Ticket, Customers, Resources, Billing, Users & Roles, Settings, AI and Licence are absent.
5. Open a controlled ticket and verify customer contact is masked and internal notes/staff files are hidden.
6. Attempt an edit, reply, upload and status change; each must be denied.

Navigation

Account and resource relationship

A Reporting Viewer is not an assignable staff resource. Creating or changing a user to this role does not create a resource and deactivates an existing linked resource so the account cannot receive technician assignments.

Start of day or session

• Confirm the reporting period and approved purpose
• Check dashboard freshness and filters
• Identify missing or unusual records for follow-up
• Confirm exports are stored only in the approved location

During the day

• Use consistent filters and date ranges
• Distinguish current workload from closed history
• Record the source report and generation time
• Raise data-quality issues without editing records
• Avoid unnecessary export of customer-level detail

End of day or session

• Close local report files not required for retention
• Record material findings and their source
• Assign correction requests to an operational owner
• Confirm no report was sent to an unauthorised recipient
• Sign out of shared devices

Reporting review procedure

1. Define the question, period, population and authorised audience.
2. Open Dashboard or Analytics and apply the documented filters.
3. Validate totals against a controlled ticket sample.
4. Review lifecycle, workload or performance measures in context.
5. Export only when the audience and storage location are approved.
6. Record report name, filters and generation time.
7. Raise source-data corrections with the Manager or Administrator.
8. Retain or dispose of the report under the organisation's policy.

Decision and quality rules

• Read-only access does not remove confidentiality obligations
• Use the minimum customer detail necessary
• Do not interpret a masked field as missing source data
• Reports reflect the data recorded at generation time
• Raise corrections through the ticket owner; do not request write access for routine reporting
• Operational analytics are not automatically a contractual SLA or financial statement

Record standards

Visibility rules

Information protection

• Export only the fields required for the approved purpose
• Store reports in an access-controlled location
• Do not attempt to reverse masked data
• Do not share raw ticket exports through unapproved channels
• Remove local copies according to retention policy
• Escalate any apparent cross-customer exposure immediately

Escalate when

• A source record appears inaccurate or incomplete
• A report exposes more customer detail than expected
• Internal or financial information appears unexpectedly
• A measure cannot be reconciled to ticket data
• A new report or field requires configuration
• An auditor requires evidence outside the role's approved scope

Handover procedure

1. Record the report and exact filters.
2. Identify the affected ticket, measure or field.
3. Describe the discrepancy without altering source data.
4. Attach only an appropriately protected extract.
5. Name the Manager, Administrator or data owner required.
6. Confirm the correction and report-rerun owner.

Escalation evidence

• Report/dashboard name
• Date range and filters
• Generation timestamp
• Ticket IDs from a controlled sample
• Expected and observed totals
• Approved audience and storage location

Access troubleshooting

Do not bypass the role model

• Do not request direct edit capabilities for reporting convenience
• Do not reuse another role's account
• Do not alter URLs to reach hidden content
• Do not combine exports with unrelated data to identify masked people
• Do not publish raw ticket exports

Role checklist

• Named Reporting Viewer account
• No active assignable resource
• Dashboard/Tickets/Analytics only
• All-ticket read-only scope
• Masking and hidden staff content confirmed
• Edit/action tests denied
• Export handling approved

Periodic review

1. Review current Reporting Viewer accounts and business purpose.
2. Confirm all-ticket access remains necessary.
3. Sample masking and hidden-content controls.
4. Review exports, recipients and retention.
5. Disable unnecessary accounts and repeat prohibited-action tests.

Related master documentation

• Service Desk Pro Detailed User Guide
• Service Desk Pro Implementation Guide
• Service Desk Manager Role Guide
• Customer / Requester Portal Guide