Configuring Roles
ManageEngine SupportCenter Plus can be accessed by different people of your
organization. Those who access the application will have a defined role and
hence have a defined set of tasks to execute. SupportCenter Plus allows you
to configure the roles and assign these roles to each and every user of the
application.
To open the role configuration page
- Log in to the SupportCenter Plus application using the user
name and password of a SupportCenter Plus administrator.
- Click the Admin tab in the header pane.
- In the Users block, click the Role icon
. The next page displays the
available list of roles. You can add, edit, or delete roles.
Add Role
To add a role
- Click the Add New Role link available at the top right
corner of the Role List page.
- In the Add Role form, enter the Role Name.
This field cannot be empty and needs to be unique.
- 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. For example, if you want to provide
add permissions for the account and solution modules 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 check box automatically
enables view permissions also.
- You can also choose to restrict the support rep from viewing
all the requests received by the application. To do this, select the corresponding
radio button which will suit your need from the following:
- All: The support rep with this role can
view all the requests that are received in SupportCenter Plus.
- All in Queue & assigned to him: The
support rep will be able to view all the requests in the queue to which
he/she belongs to and also those requests that are assigned to him/her.
- Assigned to him: The support rep can view
those requests that are assigned to him/her only.
- Enter the description for the role you are adding.
- Click Save.
If you want to add more just one role, then instead of clicking Save, click Save and add new
button. This adds the new role and reopens the add role form after displaying
a message for the addition of the role.
At any point, if you decide not to add the new role, then click Cancel
to get back to the role list. Clicking the View List link on the
top right corner of the add role form will also take you to the role list
view.
Edit Role
To edit an existing role
- In the Role List page, click the edit icon
beside the role name that you
wish to edit.
- In the Edit Role form, you can modify the name of
the role, description, and the permissions associated with the role.
- Click Save to save the changes. At any point, if you
wish to cancel the operation that you are performing, click Cancel.
Even while editing a role, if you wish to add a new role, click the Save
and add new button instead of clicking Save button after making the
changes. The Add Role form opens after displaying a message that the changes
are saved.
Delete Role
- In the Role List page, click the delete icon
beside the role name that you wish to
delete. A confirmation dialog is opened.
- Click OK to proceed with the deletion. If you do not
want to delete the role, then click Cancel.
|
Note: You cannot edit or delete the
SDAdmin and SDGuest roles that are already defined in the application.
They are the default administrator and contact roles defined. |
SupportCenterPlus - Help Desk and Asset Management Software
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