Customer permissions can be set if you have a Customer
license. You
can define multiple roles for your Customers using the built-in Customer
roles or by creating new Customer roles, and then define different permission sets for each role. Note
that roles are not available if you are using the Customer Service Portal.
The permission options available for Customers 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 a Customer
role from the drop-down list, and clicking the Edit
Role Properties button. This
topic describes the sections of the page and the options
for each section.
Requests—These options
determine what the user can do with Requests.
Viewing
Requests—There
are three options:
Can
only view their own Requests—The
user can only view his own Requests, including those entered by him via
the web, email, or entered by an Agent for him (based on the user's primary key).
Can
view their own Requests and their Organization's Requests—The user can
view his own Requests
and those of his Organizational Unit
(only applies if an Organizational Unit field is enabled in the Address
Book).
Cannot
view Requests—The
user has no access to Requests. This option is appropriate if the user
only needs to search the Knowledge Base.
Creating
Requests—There
are several options:
Creating
Requests—User
can create new Requests
via the web interface for himself only. This is the default for Customer
Read/Submit and Customer Edit roles.
Note
Customers cannot enter Requests for other users. If
you would like to create a role that allows the user to create Requests
for other users, be assigned to Issues, etc., you must create an Agent
role.
Entering
Priority of Requests—Customer
users can optionally enter a priority when creating Requests (disabled
by default). If this is not allowed, the default priority for the workspace
is assigned automatically when the user submits a Request. This option
only applies if the user is allowed to create Requests.
Change
Priority of Requests—Customer
users can optionally change a priority when editing an existing Request (disabled
by default). If this is not allowed, the default priority for the workspace
is assigned automatically when the user submits a Request. This option
only applies if the user is allowed to create Requests.
Update
Contact Info—User
can update his own contact information when submitting a Request, which
then updates the Address Book. This option only applies if the user is
allowed to create Requests and if the FootPrints
Address Book is used (does not apply to LDAP or Dynamic SQL Address Books,
which are read-only).
Can
add CC: addresses to Requests—Customers
can add email addresses that FootPrints
includes in the list of Request recipients. They
do not have to be email addresses of FootPrints
users.
Can
use the following Quick Issue templates—Customers
can use specified Quick Issue templates, like Password
Reset. Customers
do not have access to Master/Subtask Quick Issues.
Editing
Requests—With
a Customer Edit License, customers can edit fields
in Requests, subject to the field permissions configured for the Customer.
Closing Requests—Allow customers to change their own request status to Closed.
Global
Issues—Customer
can subscribe to Global Issues created by Agents or administrators.
Enable Rich Text Editor—Allows customers to use the same Rich Text Editor available to agents. The Rich Text Editor provides a richer range of functions for changing the appearance of text, such as colors, indents, font changes, etc.
Field Permissions
Set custom field permissions for customers with this role. Custom permissions set here in the role override the default field permissions in Form Designer.
Use Default permissions—Reset the permissions of the selected field to use the default permissions defined in Form Designer. This removes any custom permissions that were defined here in the role.
Reports
Run Pre-defined Reports—Allow customers to run pre-defined reports.
Create Custom Advanced Reports—Allow customers to create their own custom reports. This would require customers to be fairly sophisticated in their understanding of FootPrints reports.
Allow Running "large" Reports—If there are more than 750 issues in the report, FootPrints considers it large.
Miscellaneous
Instant
Talk—If
Instant Talk is enabled for the Workspace and this option is enabled, the
user can initiate an Instant Talk chat session with an available Agent.
If it is
disabled, the Instant Talk option is not available for the Customer on
the FootPrints Toolbar.
Knowledge
Base—User
can search the public Knowledge Base and has access to the public FAQs.
Customers can never view internal Solutions.
Initial Content—The
Homepage that Customers see when they first log into FootPrints
can be customized per role. Under certain circumstances, this role property may not function. For example, this property may not function if browse mode is enabled or the login method is primary key only. The options are:
All Solutions—All Knowledge Base solutions.
My
Requests—A
list of the user's personal requests is displayed.
My
Service Requests—A
list of the user's Service Catalog requests is displayed. This only applies if you have the FootPrints Configuration Manager add-on module and Service Catalog has been enabled.
My
Organization's Requests—A
list of the user's Organizational Unit's requests is displayed.
Submit
Request—The
Submit Request form is displayed.
Service Catalog—The initial Service Catalog page. This only applies if you have the FootPrints Configuration Manager add-on module and Service Catalog has been enabled.
Global Issues—A list of Global Issues is displayed.
Knowledge Base Categories—Select one of the Knowledge Base categories. The list of Issues in that category are displayed to the customer on login.
Customer
Welcome Message—If the Customer Service Portal is not enabled, the welcome message associated with the customer role is displayed instead. Create a Welcome message using the rich text editor. Click on the Insert Variable Text hyperlink under the rich text editor and use the pop–up menu to insert fields into the message.
Change
Personal Preferences—User
can change his own preferences, including changing password, time zone
for date/time display, date format, screen size setting, and language.
Service Catalog Access—If the FootPrints Configuration Manager Service Catalog feature is enabled, you can decide whether a Service Catalog link is displayed in the workspace toolbar.
Note
Change Personal Preferences only applies to unique customer accounts; shared accounts
do not display a Preferences
option to the customer.
When you are satisfied with the permissions selected
for the role, enter your password and click Save.
All Customers
who are assigned the role inherit the permissions selected.