Customer permissions

Users with Customer roles have very limited access. Customers see only their own requests and tickets and can be allowed to search knowledge bases for solutions to their requests. Those with editing permissions can edit only their own records. They are not permitted to access the reporting functions.

If Chat is enabled, customers can chat with agents to get help with an issue or request.

You can configure a Customer portal that customers can use to log on to FootPrints. This portal presents only those features that your customers are allowed to access. For example, you can configure the portal and user permissions to allow your customers to search for solutions to their issues.

For detailed information, see:

System-level customer permissions

Two types of system-level roles are supported for Customers:
  • Customer
  • Request Read

These roles have the same default system-level permissions. The default system settings for these roles look like the following example.

The difference between the two roles is that users with the Request Read role can access a workspace or service portfolio and users with the Customer role cannot.

Container-level customer permissions

Three types of container-level roles are supported for Customers:

  • Request Read—Read-only
  • Request Submit—Read and submit
  • Request Read/Submit/Edit—Read, submit and edit

Customers with Request Read permissions

Customers with Request Read permissions can view requests and tickets created for them by Agent users and can use Chat. This role has the standard workflow permissions assigned to all roles but no other permissions.

Customers with Request Submit permissions

Customers with Request Submit permissions:

  • Can review their requests and tickets
  • Can submit requests
  • Can use Chat

Customers with Request Read/Submit/Edit permissions

Customers with Request Read/Submit/Edit permissions:

  • Have the same permissions as read-and-submit Customers
  • Can edit their requests
  • Can use Chat

By selecting options carefully, you can manage customer access quite effectively.

Related topics

Creating Customer roles

Default user role permissions

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