Creating Customer roles

You can configure Customer roles to permit or prevent customers from accessing certain parts of the application. Although only two types of Customer roles are available at the system level (Customer and Read Request), three types of Customer access are available at the container level: Request Read, Request Submit, Request Read/Submit/Edit.

For example, you might want your customers to search the knowledge base, select solutions, and close their own tickets. In this case, you would select the KB/Workspace system role and the Read/Submit/Edit container role.

For more information about user access and how it is managed, see User management.

This page provides information on the following topics:

To create a Customer 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. Then follow the steps in To configure permissions for system-level roles.
   • To create a container-level role, select a specific container. The Items field appears. Select the appropriate items. Then follow the steps in To configure permissions for container-level roles.
     The new role is created for each container and item that you select.

7. If you selected System, in the Portal field, select the portal that users assigned this role will use to access FootPrints.

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

9. (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.

10. Click Save.
    Your settings are implemented.

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 change the default permissions for Chat or Web services, click Yes or No next to the permission entry.

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

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. In the container section where you want to modify the permissions, 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 change the default permissions for each item selected for this role, click Yes or No next to it.

3. In the left pane, click Field Permissions.
4. 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.
5. In the left pane, click the headings and modify the settings in each section as needed to configure the container-specific permissions for this role.
   There are no default permissions for the Common Permissions section. For more information about permissions, see User permissions.
6. Click Save.
   The new role is created and can be viewed on the Roles page.

Related topics

Editing user roles

Deleting user roles

Configuring user roles

Creating Agent roles