User Roles

Configuration > Users > User Roles

Related Guides:

• Users

Details#

Field	Type	Description
Role Name	Free Text	The name of the User Role which will display in lists and details tabs.
User that have this Role	Multiple Select	Presents a list of all Users, which can be selected to receive the role you have created.
Notes	Free Text	Any notes that you would like to add alongside the User Role, perhaps to aid in the description of the Role to other Agents.

Permissions#

Field	Type	Description
Web Access Level	Single Select	This dictates the level of access the User has to Tickets, whether that be just their own, or their Site's for example.
Asset Access Level	Single Select	This dictates the level of access the User has to Assets, whether that be just their own, or their Site's for example.
Quotation Access Level	Single Select	This dictates the level of access the User has to Quotations, whether that be just their own, or their Site's for example.
Invoice Access Level	Single Select	This dictates the level of access the User has to Invoices - either Customer, Site or No Access can be selected.
Show only "My Tickets" in the Tickets list	Checkbox	When checked, the User will only be able to see their own tickets in the Tickets view, however they will still be able to see any other tickets that they have access to by using the search bar.
Can add new Tickets	Checkbox	Allows the User to create tickets.
Can view Opportunities	Checkbox	Allows the User to see Opportunities they are related to.
Can view Site Documents	Checkbox	Allows the User to see Site Documents for Sites they are related to.
Can view Customer Documents	Checkbox	Allows the User to see Customer Documents for Customers they are related to.
Can view Contracts	Checkbox	Allows the User to see Contracts that they are related to.
Can access the Service Catalogue	Checkbox	Decide whether the user has access to the service catalogue on the self service portal.
Service Access level	Single Select	Sets the default level of access to the Services menu that Users of this role have access to. A higher value here allows more services to be accessed, which are determined by the Service Level assigned to the services themselves.
Allow logging on behalf of other Users	Checkbox	Here, you can choose who users with this role can log tickets on behalf of. This option is only visible/applicable if you have enabled the ability for users to log tickets on behalf of other users globally (under configuration> self service portal).
Send new Ticket Acknowledgement Emails to this User	Checkbox	When checked, any new Tickets logged by this User will trigger an Acknowledgement Email to be sent to them, to let them know that the Ticket has been received.
Self Service Portal Chat Profile Override	Single Select	Choose which chat Profile users with this role will be able to use on the Self Service Portal. This will override all other chat profile overrides. If this is set to *None* the user will not be able to see/use any chat profile. If this is set to *Default* (available from v2.246+) the next profile in the hierarchy will be used. If the user has multiple roles, the chat profile override set against the role with the lowest ID (role ID) will be used. Role ID is visible in the URL when configuring the role.
Is an important contact	Checkbox	Marks the User as "Important", this will display a star next to their profile picture both in Lists and Details, so that Agents can prioritise their tasks should they decide to do so.

Departments#

Field	Type	Description
Department	Single Select	Departments are configured In The organisation Configuration>Organisations>*Click Configure Organisation/s*>*Click Into an Organisation and add a department from the departments tab* You can set the department name and membership that the users have. For example you can set up a Role for the department manager (This is done by setting membership to 'Department Manager' and then set up another role for the departments basic membership for the users in the department.
Is a Department Manager	Checkbox	Set whether this Role inherits the department manager membership level for the department. Approval processes can be set up so that the department manager has to approve the ticket before work can be carried out i.e. the department manager at the users company has to approve tickets that are submitted by users within their team.

Notifications#

Field	Type	Description
Assign Notifications to this Role	Table	Notifications of type "End-User Notification" will show here, and can be checked to enable them for the role.