Configuring Support Representative Roles and Permissions

iSupport’s permissions allow or disallow certain types of access to functionality; use roles to select and assign a set of permissions to individual support representatives or groups of support representatives. This functionality is completely configurable; for example, you could create department-based roles or roles with more restrictive permissions for beginners and less restrictive permissions for managers. If multiple roles are associated with a support representative or group, all permissions associated with those roles will be in effect. Role functionality is enabled/disabled in the Core Settings | Global Settings screen.

Use the Details tab in the Roles screen (accessed via the Support Representatives list screen) to enter a role name and description and select the permissions for the role. You can assign the role to individual support representatives via the Support Reps tab in this screen or the Support Representative Profile screen. You can assign the role to groups of support representatives via the Groups tab in this screen or the Support Representative Groups screen.

Assigning Permissions to a Role

Use the Permissions tab to assign permissions to a role. When you select an option on the left, the applicable fields will display. Use the Select All link to select all permissions, or the Clear All link to deselect all permissions for each option.

With the Reader permissions, functionality will only be allowed for selected permissions. For example, if the View My Assigned permission is selected and the View All permission is not, a support representative will only be able to view his/her assigned incidents. With Author and Editor permissions, if a permission is not selected, the function will not display for the support representative. For example, if the Create New option is not selected for incidents, the Create Incident option will not be included on the Desktop menu.

Use the following links for details on each permission set.