Open topic with navigation

Agent Permission Options

The permission options available for Agents can only be modified by an administrator.  The page from which these permissions are modified is accessed by selecting Administration | Workspace | User Roles or Administration | System | User Roles, then selecting an Agent role from the drop-down list, and then clicking the Edit Role Properties button.  This topic in the document describes the sections of the page and the options for each section.

1. Read Permissions—These options determine which Issues the user can view and search in the Workspace. There are three options:
2. Can only view their own assigned Issues—The user can only view Issues to which he is assigned.

Note

Users can also always see Solutions and Customer Requests.

• Can only view Issues that are assigned to them or to their team—The user can view Issues that are assigned to him and those Issues that are assigned to his Team (only applies if the user is a member of a Team).
• Can view all Issues in the workspace—The user can view all Issues in the Workspace regardless of assignment.

2. Field Permissions

• Built-in Fields
• Create Issue—Options are for when agents create new issues only.
• Specifying Assignees—Options are Allowed (agent may specify assignees) or Not Allowed.
• Create New Issues With Statuses Of—Specify which statuses the agent may select when creating a new issue. Check as many boxes as appropriate.
• Descriptions are mandatory for new Issues created with Statuses of—Require an entry in the Description field when a new issue is created with the specified status. Check as many boxes as appropriate.
• Edit Issue—Options are for when agents edit an existing issue only.
• Editing Title—Options are Allowed (to edit the Title field) or Not Allowed.
• Editing Priority— Options are Allowed (to edit the Priority field) or Not Allowed.
• Editing Assignees—Options are Allowed (to edit the Assignees field) or Not Allowed.
• Change Status—Options are Any, None, or Selected. If Selected is chosen, a grid is displayed. Specify which statuses the agent can change from and to using the checkboxes in the grid. Check as many boxes as appropriate. The vertical list of statuses are the current statuses and the horizontal list shows the statuses to which the agent may change the value. For example, you may not want a custom agent role to have permission to close an issue. In that instance, you would uncheck the Closed checkboxes in all instances. On the other hand, you might have as status for requiring an approval before an issue is closed, in which case you would only check a Closed checkbox permitting the issue to go from Approved to Closed.
• Editing Inactive (a special Status used only for Subtask Sequencing)—Options are Allowed (to edit a subtask that is currently inactive) or Not Allowed.
• Mandatory Description Appends—Options are Any, None, or Selected. If Selected is chosen, a grid is displayed. Specify when an entry in the Description field is required using the checkboxes in the grid, i.e., require a description entry when the status is changed from one status to another. Check as many boxes as appropriate. The vertical list of statuses are the current statuses and the horizontal list shows the statuses to which the agent may change the value. For example, you may require a description entry when the agent changes the status of an issue from Open to Closed.
• Ordering Subtasks—Options are Allowed (to set a subtask sequence) or Not Allowed.
• Custom Fields—Refer to Field-level Permissions for Custom Fields for details.

3. Issue Creation—These options all concern Issue creation.
4. Creating New Issues—This option determines if the user can create new Issues from scratch, including regular Issues and Quick Issues.
5. Copy/Move Issues—If this is allowed, the user can copy Issues within the same Workspace or copy or move Issues to another Workspace.  This is useful in creating an Issue in which the information is repeated.
6. Creating New Global Issues—If this is allowed, the user can create Global Issues for important or frequently reported Issues.

• Can use the following quick Issue templates—Optionally exclude some Quick Issues from Agents.  By default, all defined Quick Issues are defined for Agent access.

4. Edit Permissions—These options relate to the editing of Issues, Requests, and other Issue types by the user.
5. Editing Issues—Which Issues can the user edit:
6. Can only edit their own assignments—The user can only edit Issues assigned to him.
7. Can edit Issues that are assigned to their own Team—The user can edit Issues assigned to him and those assigned to his Team (if he belongs to a Team).
8. Can edit any Issue without being assigned—The user can edit all Issues in the Workspace regardless of assignment.
9. Editing Requests—The user can edit Customer Requests (those that haven't been assigned yet) without actually taking them (i.e., without assigning themselves).
10. Editing Public Solutions—The user can edit existing Solutions in the public Knowledge Base.
11. Editing Internal Solutions—The user can edit existing Solutions in the internal Knowledge Base.

Note

The two previous options do not apply to Pending Solutions, only to published Solutions. Whether an Agent can edit a Pending Solution is based on whether the Agent is an Approver and whether the Agent is the one who submitted the Solution for approval.  Refer to Knowledge Base Approvals for more information.

• Taking Issues—"Taking" refers to an Agent editing an Issue to which he is not assigned and assigning that Issue to himself.  There are three options:
• Cannot take any Issues—Taking is not allowed for the user.
• Can take Issues that are assigned to their own Team—The user can take Issues that are assigned to his Team (if he is a member of a Team).
• Can take any Issue—The user can take any Issue in the Workspace.

Note

If a user has edit rights to Issues, this overrides the Taking option.

• Taking Requests—If this is allowed, then the user can take new Requests submitted by Customers and work on them (and at the same time assign himself).

• Deleting Issues:

• Agents cannot delete any Issues
• Agents can only delete Issues that they submitted
• Agents can delete any Issue  
• Can use the following Quick Actions from the Homepage—Only the checked Quick Actions are displayed in the Quick Action dialog on the homepage for the agent role being edited. All checkboxes default to being checked (all actions are allowed).

5. Knowledge Base—These options determine whether the user can create Solutions in the Knowledge Base. There are two types of Solution:  Public (which Customers and Agents can view) and internal (only Agent users can view)
6. There are two permission options, one for each Solution type:
7. Ability to add to the Public Knowledge Base
8. Ability to add to the Internal Knowledge Base  
9. For each type of Solution, there are three options plus another permission:
10. Yes—User can create Solutions which are published immediately.
11. Needs Approval—User can create Solutions, but they need to be approved by an Approver (an Administrator or other Workspace Member) before they can be published to the Knowledge Base.
12. No—User cannot create Solutions of this type.
13. Ability to change Status within pending Statuses—User can change the status within statuses that are pending but not approved.

Note

If Needs Approval is selected for one of the Solution types, you must designate one or more Knowledge Base Approvers for the Workspace. This is done on the Workspace Administration | Knowledge Base page.

6. Address Book—These permission options relate to creating and editing contacts in the FootPrints Address Book.

Note

These options do not apply if an LDAP or SQL Address Book is used in the Workspace.

• Creating new Contacts—The user can create new contact records in the Address Book for the current workspace.  
• Can Edit—If All Contacts is selected, the user can edit any contact record in the Address Book for the current workspace. If Only Contacts that they created is selected, the user can only edit contact records that they originally created in the Address Book. If the user cannot create new contacts and Only Contacts that they created is selected, the user cannot edit any contacts.
• Can View Contacts
• Can view all contacts in the Address Book
• Can view only contacts with the same organizational unit as the Agent.    The Agent must be added to the Address Book in order for this role property to work correctly.  The organizational unit field must be populated for the Agent and the Agent’s account ID must match the User ID field in the Address Book.
• Cannot view contacts
• Creating new Master Contacts—Options are Allowed or Not Allowed.
• Editing Master Contacts—Options are Allowed or Not Allowed.

7. Searching and Reporting—This set of permission options determines what access the user has to searches and reports. Depending on what is selected, the user's toolbar is updated to show only permitted report and query options. Also, the data returned in the searches and reports is determined by their Read Permissions (see above). The following options are available:
8. Custom Reports     
9. No Access—User cannot access custom reports.
10. Personal Reports Only—User can create, run and save reports for himself, but has no access to Shared reported created by other users.
11. Run Shared Reports Only—User cannot create, run, or save their own custom reports, but can run shared reported created by other users.
12. Personal Reports (Full Access) and Run Shared Reports—User can create, run, and save their own custom reports and can run shared reported created by other users.
13. Personal and Shared Reports Full Access—User can create, run, and save their own custom reports and can create, run and save shared reports for other users.

Note

The data that is returned in these reports is based on the user's Read Permissions. For example, if the user can only view his own Team's Issues, any custom reports he runs (personal or shared) returns only his Team's data.

• Cross-workspace Reports—Same options as Custom Reports. User can run cross-workspace reports that include data from any workspace to which the user belongs.

Note

This option applies to the current workspace. If Cross-workspace Reports are not allowed for the user in the current Workspace but are allowed in another one of his workspaces, the user can run a cross-workspace report from the other Workspace that contains data from this Workspace.

• Address Book Reports—Same options as Custom Reports.
• Issue Searches
• Personal Searches Only—User can only run, save, and edit personal searches.
• Personal Searches and Run Shared Searches—User can run, save, and edit personal searches, and can run shared searches created by other users.
• Personal and Shared Searches Full Access—The user can run, save, and edit personal searches and shared searches for other users.
• Cross Workspace Issue Searches—Search Issues across the Workspaces to which the Agent has access.  Same options as Issue Searches.

Note

The data that is returned in these searches is based on the user's Read Permissions. For example, if the user can only view his own Team's Issues, any custom searches he runs (personal or shared) only returns his Team's data.

• Address Book Searches—Same options as Issue Searches.
• Time Tracking Reports
• No Access—User has no access to Time Tracking reports.
• Full Access—User has full access to Time Tracking reports.
• Metric Reports—Same options as Time Tracking reports.
• Flashboard—User has access to the personal flashboard, the Workspace flashboard, or both.
• Executive Dashboard—User has access to the Executive Dashboard. User access is set to No Access by default. If an upgrade for FootPrints is installed, all roles that have been enabled for Executive Dashboard access are set to Full Access in the upgrade and those that do not have access continue to not have access. Note that, if an agent exports a Statistics Drill-down report in the Executive Dashboard, the agent can click a link in the report that displays the issue. Agents with such access can view any issues in the report without regard to other permission restrictions. In other words, in this way, and agent who has Executive Dashboard access but is restricted from viewing certain issues may, through the Drill-down report, be able to view those issues anyway.

Note

This option is not dependent on the user's Read Permissions. The user can access all data in the Workspace for Metric reports.

8. Time Tracking
9. See Time Tracking Info for Other Users—User has access to time tracking information for other internal users.
10. See Rate and Cost Info—User has access to rate and cost information for other internal users.
11. Edit existing Time Tracking entries—Choices are Allowed or Not Allowed.
9. Change Manager
10. View change management history and run change management reports—The user has access to the change management history information and can run change management reports.
11. Ability to override approval/disapproval voting—The user can override the votes in any phase of any change management process and end the phase immediately.  This removes the override ability from the Issue pages, but Workspace Administrators can still override votes by selecting Administration | Workspace | Change Manager, then selecting the Issue Approval States link on the Change Management page, and then selecting a voting option from the drop-down menu in the Override column of the table.  This Workspace Administration function is not a true voting function, but an administration function to move an Issue within a phase.
10. CMDB and Service Catalog—This option is only available if Configuration Manager has been enabled for this FootPrints installation.
11. Allow to propose a new CI linked to a Issue—If set to Yes, the agent can propose that a new CI be created via the Change Manager approval process.
12. Allow to propose changes to a CI linked to a Issue—If set to Yes, the agent can propose changes to a CI via the Change Manager process.
13. CMDB Access: Display CMDB link in workspace toolbar—Display a link to the CMDB in the toolbar (like the New Issue or Reports links). Otherwise, the link is displayed in the menu under the More link in the toolbar.
14. Service Catalog Access: Display Service Catalog link in workspace toolbar (if Service Catalog is enabled)—Display a link to the Service Catalog in the toolbar (like the New Issue or Reports links). Otherwise, the link is displayed in the menu under the More link in the toolbar.
11. Miscellaneous
12. Instant Talk—If Instant Talk is enabled for the Workspace and this option is enabled, the user can initiate a chat session with other users.
13. Remote Manager—If this add-on module is licensed, enable or disable the use of it for the role.
14. Workspace Administration—Workspace Administration rights can optionally be given to the users of this custom role.
15. Workspace Administration Rights Checkboxes—Check the boxes to specify the functions that this role can administer as a Workspace Administrator.
16. Address Book Administration—Use can perform Address Book administration functions.
17. Workspace Calendar—User can create and edit appointments in the Workspace Calendar. Users can always create and edit appointments in their Personal Calendars. In addition, users can edit an appointment in the Workspace Calendar if they are an invitee of the appointment, regardless of this permission option.
18. Change Personal Preferences—Select Yes to allow users with this role to set their own password, time zone, date format, screen size setting, and language and delete their login cookie from the Preferences page or choose No to deny the privilege.
19. FootPrints Sync—Select whether users with this role can download the FootPrints Sync client.
20. Homepage Dashboard—Specify the maximum number of dashboard components for Agents in this Workspace. The maximum number that an administrator can specify is 10 and the minimum is 1.
12. Social Media
13. See Select User Roles Allowed to Broadcast Issues to Social Media (per Workspace) and Select User Roles Allowed to Broadcast Issues to Social Media (All Workspaces).
    

When you are satisfied with the permissions selected for the role, enter your password and click Save.  All users who are assigned the role inherit the permissions defined.

©Copyright 1999, 2009 BMC Software, Inc. © Copyright 1996 - 2017 BladeLogic, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. FootPrints is the exclusive property of BladeLogic, Inc. and is registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BladeLogic trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners.BladeLogic, Inc. and BMC Software, Inc. Confidential. Click here for the installation guide which includes the provisions described in the BMC License Agreement and Order related to third party products or technologies included in the BMC Product.