Overview

Self Service Portal Roles can be used to control what data and which functionalities are available to Contacts (end users) in the Self Service portal.

If a Contact does not have permission to access a particular feature, then the Contact will not ‘see’ that feature in the Self Service Portal.

Any number of Roles can be created in the Self Service Portal admin area, although it is recommended that for ease of maintenance that this number be kept reasonable (no more than 10 -12). A Contact can only be a member of a single Role.

If a Contact has permission to access a ticket area to log tickets then Roles can also control which features they are able to perform in that area (e.g. Add, Edit and Delete). A Role’s Process Permission is exclusively associated with the Role’s Data Permission.

Self Service Role Queues

Those customers who have the Self Service Roles feature enabled can control which Queues are visible to which Roles in the Self Service Portal.

Admin Area > Self Service > {Portal Name} > {System Area} > Queues

A button is available, Roles. This brings up the standard Drag and Drop Role Assignment interface. When logged in to the Self Service Portal, only Queues visible to the Role the logged in End User is assigned to will be accessible.

Please Note:

• Queue permissions do not restrict access to Data, only to Queues.
  
• As part of the initial delivery, all Roles will be given permission to view all Queues, matching the current behavior where Queues are not filtered by Role

Guidance

To Add a Role

Navigate to the Admin Area > Self Service > Select the Self Service Portal (if you have more than one) > Roles > Add

• Click Add
• Enter the name of the Role
• Optionally tick the box to allow this role to access client downloads
• Optionally tick the box to allow this role to run reports in the Self Service Portal
• Click Save

To Add Role Members

Navigate to the Contact (User) and Click Manage Roles

The name of the Portal (Portals if you have more than one) will appear with a dropdown select of the Role that can be assigned