In FootPrints, user access and actions are controlled by user roles and user accounts. Users with similar needs or responsibilities are assigned user roles with the appropriate permissions. Individual user accounts can be further configured to refine access and can be grouped into teams that are assigned and managed as a unit.
Users who are not authorized to access particular areas of the application or certain data never see those areas or that data. For example, customers cannot access reporting and they never see reports in the application. There is no link to the report functions and no permission exists that you can change to allow them access.
User access is configured at two levels:
- System: For general access to the application
- Container: For specific access to data containers (such as workspaces), their records (such as tickets), fields, and workflow processes
Note the following important points about users:
- Several default system user roles are provided. In addition, a basic set of roles is generated for each container when it is created. All user roles can be configured to provide customized access, and additional user roles created as needed to support your business processes.
- Each user must be assigned at least one system-level role so they can access the application. However, you can create multiple variations of a role to allow and prevent access to specific areas of the application, controlling access to the related data as well.
- Users must be assigned a role for each data container that they are authorized to access. Users can be assigned only one role in each container, but can be assigned different roles for each container to which they are authorized. For example, a user might work on tickets in the Service Desk Workspace but access the HR Workspace only to view information and submit requests. That user would be assigned an Agent role in the first workspace and a Customer role in the second workspace.
- Configuring permissions at the role level makes it easier to manage access. With careful planning, you can implement a complex permissions structure that requires minimal maintenance.
Download and review the Configuring users checklist on the Configuring user roles page.