Support Reps accessing SupportCenter Plus application have defined roles and hence a defined set of tasks to execute. You can configure different roles and assign these roles to the support reps accessing the application.
To access Roles configuration page,
Click on the Admin tab in the header pane to open the configuration wiizard page.
Click on Roles icon under User and Related Settings. The Role list view page displays the available roles. You can add, edit and delete roles from this page.
Adding a Role
Click the Add New Role link.
Enter a unique name for the role in Role Name filed. The Role Name is to identify the role and is a mandatory field.
Set the access permissions for the role. To set the access permission, just select the check boxes beside the access levels defined for each of the modules of the application.
Say, you want to provide Add
permissions for the modules Account and Solution and only View
permissions for the Request module.
Select the check box below Add against the Accounts and Solutions modules. For the request module, select the check box below View. Selecting the Add option automatically enables View permissions also.
You can also provide restrict access to support reps from viewing all requests in the application. Select the appropriate radio button to suit your needs from the following,
All: Support rep can view all the requests received in SupportCenter Plus.
All in Group & assigned to him: Support rep can view all the requests associated to his group and also the requests that are assigned to him.
Assigned to him: Support rep can view only those requests that are assigned to him/her only.
You can also provide permission to approve solutions for this role by enabling the check box beside Support Reps allowed to Approve solution.
You can provide permission to modify the due by date and first response due by time while editing a request, on selecting the check box beside Support Reps allowed to Edit DueBy Date and First Response Dueby Time.
Furthermore, you can provide permission to merge requests raised in the application by enabling Support Reps allowed to Merge Requests check box. On selecting this option, the support rep has the ability to merge requests from the request list view page and also from the details page of a request. To know more on merging requests, click here.
Enter the Description for the role you are adding.
Click Save. The Role is added to the list of available roles in the list view page.
Click on the Edit icon beside the role name you wish to edit.
Modify the details and Save the changes. At any point, if you wish to cancel the operation that you are performing, click Cancel.
Click the Delete iconbeside the role name you wish to delete. A confirmation dialog box appears.
Click Ok to proceed with the deletion. If you do not want to delete the role, then click Cancel.