Creating Agent roles

You can create customized Agent roles that are assigned specific common permissions plus permissions for specific container items, fields, and workflows.

For detailed information about default permissions, see Default user role permissions.

This page provides information on the following topics:

To create an Agent role

1. Click the Administration tab.
2. In the User Management section, click Roles.
   The Roles page appears.
3. Click New.
   The New Role page appears.
4. In the Role Name field, enter a descriptive name for the role.
5. (Optional) In the Role Description field, enter a useful description of the role's purpose.
6. In the Role Level list:
   • To create a system-level role, select System.
   • To create a container-level role, select a specific container. The Items field appears. Select the appropriate containers and items. The new role is created for each container and item that you select.

7. In the Role Type list, select Agent.
   The options in the left pane refresh. For system-level roles, System Permissions and Service Analytics Permissions appear. For container-level roles, Item Permissions, Field Permissions, Common Permissions, and Workflow Permissions appear.

8. (Optional) In the left pane, click the headings to modify the default settings as explained in To configure permissions for system-level roles and To configure permissions for container-level roles.

9. Click Save.
   The new role is created and can be viewed on the Roles page.

To configure permissions for system-level roles

1. If you are not already on the roles details page, open the role that you want to configure:
   1. Click the Administration tab.
   2. In the User Management section, click Roles.
   3. Select the role that you want to modify and click Edit.
      The role details page appears.

2. In the left pane, click System Permissions.

3.  To expand the list of permission options, under Permission Name, click the plus (+) symbol.

4. To change the default permissions for an option, click Yes or No next to it.

5. (Optional) To configure reporting permissions, in the left pane, click Service Analytics Permissions and modify the settings.
6. Click Save.
   Your settings are implemented.

To configure permissions for container-level roles

Field data can be only secured from viewing by assigning the No Access level for fields to the container-level roles. Only the View or No access options secure the field data from being edited. Any other functionality in the product does not guarantee to secure the data. Ensure that you assign the appropriate field permissions to the user roles.

The available permissions vary by container type.

1. If you are  not already on the roles details page, open the role that you want to configure:
   1. Click the Administration tab.
   2. In the User Management section, click Roles.
   3. Select the role that you want to modify and click Edit.
      The role details page appears.

2. In the left pane, click Item Permissions. To expand the list of permission options, under Permission Name, click the plus (+) symbol.
   For detailed information about item permissions, see User roles and item permissions. 

3. To change the default permissions for each item that you selected for this role, click Yes or No next to it.

4. In the left pane, click Field Permissions.
5. Change the settings as needed to allow users assigned this role to view or edit specific fields, or to hide the fields from them altogether.
6. In the left pane, click Common Permissions.
7. Change the settings as needed to allow users assigned this role to have administrative rights for selected containers, view time tracking information for other users, and view or edit billing rates and cost information.
8. In the left pane, click Workflow Permissions.
9. Change the settings as needed to control whether users assigned this role can access item records identified with particular workflow states. For example, you might want to allow Approvers to vote on new tickets but prevent them from seeing those same tickets in the Completed to Closed states.
10. Click Save.
    Your settings are implemented.

Related topics

Default user role permissions

Configuring user roles

Creating Customer roles

Configuring users

User roles and item permissions