This section helps you set up your organization-wise user database. After you set up the user database, you can create roles and groups, and can add users to such entities.
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- You cannot deactivate a role. The deleted roles are directly removed from the application.
- A contact and a support group can participate in multiple roles.
- The permission assignment to a role is not a part of role creation. The Assigned Permissions section is read-only and displays the permissions that are assigned to the current role.
- The system defined roles have a negative ID value. You cannot delete the system defined roles. For example, KB Analyst and KB Admin.
You can delete a role. When you delete a role, the role record gets removed from the application. When a role is deleted, the relationships to contacts and groups that are related to the role are also lost. Therefore, permissions available to the contacts and support groups through that role are no longer available.
- Do not create more than one role with the same name. The reason is that there could be a conflict in the recognition of the name by the system. However, ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) does allow you to create multiple roles with the same name.
- Roles cannot be used for assignments. Roles are available only of managing permissions and for identifying recipients for a communication template. This behavior makes it possible to send the notification to all members of the role.
Verify the following prerequisites:
- Support groups and contacts are configured.
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Create and Manage Groups
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ServiceAide Cloud Serviceaide Intelligent Service Management allows administrators to create and manage groups. A group is a logical grouping of contacts. The group is based on the organization, role, specialization, or the support type. For example, create a group to work for a specific category of tickets that are raised from an organization. Members of a group can be from multiple organizations. |
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