Customers
have access to many self-service features. Depending
on their permission level, Customers can submit Requests, track the status
of their Requests, search the Knowledge Base, etc. The
Customer user type is appropriate for both employee and external Customers
of your organization.
Customers have a number of components:
User
Account—This
is the ID and password of the Customer. Users can have unique IDs and
passwords or they can share a generic ID and password. This record is
kept in the password file.
Contact
Record—The
contact information for the user is kept in the FootPrints
Address Book (or dynamically read from an LDAP
or other External Database/SQL source). The data kept depends on the fields
in the Address Book.
Primary
Key—The
Customer User Account and Contact record are linked via the Primary KeyThe key field in the FootPrints Address Book that is used by FootPrints as a reference to identify the customer contact. Examples include "Email Address" and "User ID".
field. This
is a field in the Address Book, such as User
ID or Email
Address, that uniquely identifies the user.
Role—The permission
level for the user. Built-in
and custom roles are available.
Roles
Role refers to the level of access to the FootPrints
system that is allowed to the user. FootPrints comes with a number of
built-in Customer roles. In addition, the Workspace Administrator can create
custom roles to give different levels of access to different users. The
roles listed here apply to Customers. Agents have
their own roles.
Built-in Customer Roles
Read
KB—View
and search the Knowledge Base.
Read
KB/Requests—View
and search the Knowledge Base and check the status on Customer's own Requests
(entered by an internal Agent user, or via email).
Read/Submit—In addition
to Read KB/Requests functionality,
can submit Requests via the web interface. This is the most popular Customer
role.
Read/Submit/Edit—In addition
to Read/Submit functionality,
these users have limited edit privileges of their own Requests (only available
if the Customer Edit license is purchased).
Refer to User Roles
for more information on customizing role properties.