Click
the Editor checkbox to select all Editor permissions, or select
one or more of the following. Note: if a support representative
has the Author | Create New permission but no Editor | Edit permission,
the Save and Close Window menu option and icon will not be available
after the problem is initially saved.
Edit
My Assigned: Select to allow the support representative
to update any Problem record to which they are assigned. If
this option is not selected, the support representative will
not be able to update the Problem records to which they are
assigned. Note: the View My Assigned permission is required
for this permission.
Edit
My Authored: Select to allow the support representative
to update any Problem record they create. If this option is
not selected, the support representative will not be able
to update the Problem records they create. Note: the View
My Authored permission is required for this permission.
Edit
My Groups: Select to allow the support representative
to update Problem records assigned to any member of any group
to which the support representative is assigned. Note: the
Edit My Assigned, View My Groups, and View My Assigned permissions
are required for this permission.
Edit
My Location: Select to allow the support representative
to update Problem records assigned to any support representative
in the location specified on the Details tab. Note: the Edit
My Assigned, View My Location, and View My Assigned permissions
are required for this permission.
Edit
All: Select to allow the support representative to
update any Problem record in the iSupport application. Note:
The View All permission is required for this permission.
Change
Priority: Select to allow the support representative
to select a priority for a saved Problem record. If this option
is not selected, the Priority field will display in the Problem
screen but the drop-down list will be disabled. Note: one
of the View permissions is required for this permission.
Change
Status: Select to allow the support representative
to select a status for a saved problem. If this option is
not selected, the Status field will display in the Problem
screen but the drop-down list will be disabled. Note: one
of the View permissions is required for this permission.
Change
Impact: Select to allow the support representative
to make a selection in the Impact field for a saved Problem
record. If this option is not selected, the Impact field will
display in the Problem screen but the drop-down list will
be disabled. Note: the Impact and Urgency fields cannot be
enabled or disabled individually; you either enable both or
disable both. One of the View permissions is required for
this permission.
Change
Urgency: Select to allow the support representative
to make a selection in the Urgency field for a saved Problem
record. If this option is not selected the Urgency field will
display in the Problem screen but the drop-down list will
be disabled. Note: the Impact and Urgency fields cannot be
enabled or disabled individually; you either enable both or
disable both. One of the View permissions is required for
this permission.
Publish:
Select to allow the support representative to select the Publish
to mySupport field for a saved Problem record. Note: one of
the View permissions is required for this permission.
Publish
to Twitter: Select to allow the support representatives
to publish headlines to Twitter (if configured via the Social
Media Integration screen).
Route:
Select to allow the support representative to assign a Problem
record to another support representative. If this option is
not selected, for all members of the group, the Route icon
and menu option will not be included in the Problem screen
and the Assignee link will be disabled. Note: one of the View
permissions is required for this permission.
Route
by Group Only: Select to restrict support representative
to routing only to other support representatives in his/her
assigned group(s). Note: one
of the View permissions is required for this permission.
Route
to Unavailable Reps: Select to enable the support representative
to route to support representatives who are unavailable for
routing. Support representatives who are unavailable for routing
will be included designated as "Out". This
only affects manual routing functionality; automated routing
initiated from an email or by rule using load balancing or
round robin methods still includes available reps.
Route
From View: Select to display the Route option in the
View component Action menu to the support representative.
Update
News Feed: Select to include the Update link next to
problems in the News Feed dashboard widget for the support
representative.
Delete:
Select to allow the support representative to delete Problem
records. If this option is not selected, the Delete option
will not be included in the Problem screen. Note: one of the
View permissions is required for this permission.
Assigning Permissions for
Problem Functionality