FootPrints supports
different levels of user privileges for users with different needs. An
“Agent” user account is intended for specified internal users, such as
service desk agents, customer service representatives, or engineers. A
“Customer” account is intended for employee end-users or external customers,
allowing those users to submit and track their own requests and to search
the knowledge base.
FootPrints comes
with a number of built-in user types, called “roles”. Custom roles can
also be created by the Administrator to define permissions for different
groups of users.
Here is a breakdown of the built-in roles:
Agent roles:
Agent—A standard,
full-strength user. This
user type commonly includes: service desk agent, call center agent, developer,
engineer, manager, and Workspace member. Agents can use all of the basic functions of FootPrints,
including creating, viewing, and editing Issues and running queries.
Workspace
Administrator—In
addition to agent privileges, a Workspace administrator administers an
existing Workspace, including adding custom fields, setting options, and
adding users.
System
Administrator—In
addition to agent and Workspace administrator privileges, the system administrator
has control of the FootPrints system, including administration
of any Workspace, adding new Workspaces, and managing licenses.
Read
KB/Requests—View
and search the Knowledge Base and check the statuses on Requests (entered
by an internal user or via email).
Read/Submit—In addition
to the functionality described above, can submit requests via a FootPrints web interface.
Read/Submit/Edit—In addition
to the functionality described above, these users have limited edit privileges
of their own requests.
More about Customers
Customer users 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 a database.
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 that exist in the Address
Book.
Primary
Key—The
customer account and contact records are linked via the Primary Key
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.