To create a new role, click the Create
New Role button from the
System or Workspace Administration User
Roles page.
To create a system
role, select Administration
| System | User Roles on the FootPrints
Toolbar. Once a system role is created, it can be linked to from the Workspace
User
Role page.
To create a Workspace
role, select Administration
| Workspace | User Roles from the FootPrints
Toolbar. Once a role is created, one or more users can be assigned to
that role on the Add/Edit
Agent or Customer
pages.
This topic discusses the following:
Create a New Role from Scratch—Create a new
custom role type to apply to one or more Agents or Customers.
Copy an Existing
Role—Copy
the properties of an existing role (custom or built-in) to use as the
template for a new custom role.
Link to a System Default Role—Use a system
role in the current Workspace (not available on the System Administration
User
Roles page).
Create a New Role from
Scratch
Select Administration
| System | User Roles or Administration
| Workspace | User Roles from the FootPrints
Toolbar.
Enter the name for
the role in the Name
of role field. This
is the name displayed on the Add
Agent or Add
User pages when selecting a role for a user.
Select the role type
(Agent or Customer) by clicking the appropriate radio button. The role
created can be applied to either Agents or Customers. An Agent is anyone
with a full-strength license (fixed or concurrent). These users can potentially
create, update, and close Issues, get assigned to and change the status
of Issues, add to the Knowledge Base, etc. A
Customer is a user of the Customer Self-service interface, i.e., someone
who has a problem or question that needs attention. These users can potentially
submit and track their own Issues and search the Knowledge Base. Refer
to User Types for more information.
Enter your administrator
password and then click GO.
The User
Role Properties page is displayed, pre-filled with the options
from the originating role or with the default values.
Select the permission
options desired for the role. The options available are different for
Agents and Customers.
When you are finished
selecting permission options, enter your password and click Save. All
users who are assigned the role inherit the permissions selected for that
role.
Copy an Existing Role
The properties of an existing role (custom or built-in)
can be used as a template for a new custom role. This is useful if you
want to make a new role that is similar to an existing role, with only
a few changes.
To copy a role:
Select Administration
| System | User Roles or Administration
| Workspace | User Roles from the FootPrints
Toolbar.
Select a role from
the Role
to copy drop-down list in the Copy
an Existing Role section of the page.All
roles, including system roles, those from the current Workspace, and those
from other Workspaces are listed.
Enter the name for
the role in the Name
of New Role field.This
is the name displayed on the Add
Agent or Add
User pages when selecting a role for a user. The
name entered must be different from the originating role.
Enter your administrator
password and then click GO.
The User
Role Properties page is displayed, pre-filled with the options
from the originating role or with the default values.
Modify the permissions
for the new role as needed. Modifying
the permissions for this role does not affect the originating role; it
is used as a template only.
When you are finished,
enter your password and click Save.
All users
who are assigned the role inherit the permissions selected for that role.
Note
The new role and the original role used as a template are
not linked in any way. Changes made to one do not affect the other. The
exception to this is linking to system default roles.
Link to a System Default
Role
Note
This option is not available on the System Administration
User
Roles page.
The System Administrator can define system roles that
remain constant throughout all Workspaces. For example, a standard "Director"
role can be created for the system that gives the same level of permission
to users assigned to that role no matter which Workspace they are in.
While system roles are created by the System Administrator,
they are not put into use until a Workspace Administrator links to one from
his or her Workspace.
To
link to a system role:
Select Administration
| System | User Roles or Administration
| Workspace | User Roles from the FootPrints
Toolbar.
In the Link to a
System
Default Role section, select a system role from the drop-down list.
All system
roles that are not yet linked to from the current Workspace are listed.
Enter your administrator
password and then click Save.
The role
is now available in the Workspace and can be selected when creating or editing
a user.
Editing a Linked System Default Role
To keep a system role constant throughout all workspaces,
it should only be edited by the System Administrator on the system User
Roles page. A linked role can be edited by the Workspace Administrator
from the Workspace User
Roles page, but this unlinks the role from the system. Refer
to Edit Roles for more information.