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.
Read
Permissions—These
options determine which Issues the user can view and search in the Workspace.
There are three options:
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.
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.
Issue
Creation—These
options all concern Issue creation.
Creating
New Issues—This
option determines if the user can create new Issues from scratch, including
regular Issues and Quick Issues.
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.
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.
Edit
Permissions—These
options relate to the editing of Issues, Requests, and other Issue types
by the user.
Editing
Issues—Which
Issues can the user edit:
Can
only edit their own assignments—The
user can only edit Issues assigned to him.
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).
Can
edit any Issue without being assigned—The
user can edit all Issues in the Workspace regardless of assignment.
Editing
Requests—The
user can edit Customer Requests (those that haven't been assigned yet)
without actually taking them (i.e., without assigning themselves).
Editing
Public Solutions—The
user can edit existing Solutions in the public Knowledge Base.
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).
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)
There are two
permission options, one for each Solution type:
Ability
to add to the Public Knowledge Base
Ability
to add to the Internal Knowledge Base
For each type of
Solution, there are three options plus another permission:
Yes—User can create
Solutions which are published immediately.
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.
No—User cannot
create Solutions of this type.
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.
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.
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:
Custom
Reports
No
Access—User
cannot access custom reports.
Personal
Reports Only—User
can create, run and save reports for himself, but has no access to Shared
reported created by other users.
Run
Shared Reports Only—User
cannot create, run, or save their own custom reports, but can run shared
reported created by other users.
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.
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.
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.
Time Tracking
See
Time Tracking Info for Other Users—User
has access to time tracking information for other internal users.
See Rate
and Cost Info—User
has access to rate and cost information for other internal users.
Edit existing Time Tracking entries—Choices are Allowed or Not Allowed.
Change Manager
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.
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.
CMDB and Service Catalog—This option is only available if Configuration Manager has been enabled for this FootPrints installation.
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.
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.
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.
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.
Miscellaneous
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.
Remote Manager—If this add-on module is licensed, enable or disable the use of it for the role.
Workspace
Administration—Workspace
Administration rights can optionally be given to the users of this custom
role.
Workspace Administration Rights Checkboxes—Check the boxes to specify the functions that this role can administer as a Workspace Administrator.
Address Book Administration—Use can perform Address Book administration functions.
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.
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.
FootPrints Sync—Select whether users with this role can download the FootPrints Sync client.
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.
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.