The administrator controls access to the navigation menus and workspaces by assigning permissions for different support groups or roles. The access to the navigation menus and workspaces enables you to implement role-based access control in ServiceAide Cloud Serviceaide Intelligent Service Management (CSM). This article describes how to grant access to support groups and roles for the workspaces and the navigation menus. For example, you can allow access to selected administrative forms or navigation menus to the CSM Intelligent Service Management support group.
Similarly, you can also revoke or remove access to a navigation menu or workspace.
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- You cannot create, modify, or delete any navigation menu or workspace, but only manage access by granting or revoking permissions.
- You can control the order of appearance of the navigation menu items.
- The Is SSU Viewable check box on the navigation menu item or toolbar option indicates whether the end users can view the selected item or action.
- You can assign permissions to a navigation menu or a workspace for the Self-Service license holders.
- CSM Intelligent Service Management does not restrict you from enabling the permission for an administrative form to a Self-Service User. The Self-Service User can view and access only those links and forms which are available from the Self-Service User interface. Therefore, enabling permission for the form/link is meaningless.
- You can assign a contact with the permissions to all functions and forms across the application. You can assign the contact to a Fixed or a Floater license and can make the contact a member of the Administration Group. By default, all contacts related to the Administration group get permissions to all forms and to all records configured in the application. They can create, update, or modify those forms and records.
- You cannot assign administrative permissions that are based on application modules. If you set a contact as an administrator, all permissions to access and manage all sections of the application become available to that contact. If you want to assign module-based admin rights to contacts, create another group with such permissions. For example, you can create a group named Additional Admins and can add such administrators there. Assign permissions to the Administrator group to control the actions that an administrator can perform.
- CSM Intelligent Service Management consists of an already defined Support Group named Public. By default, all contacts (except those contacts with Self-Service license) become members of the Public Group. If you assign this group with permission to a record, the permission is by default, inherited by all contacts except Self-Service Users. You can use this group to assign permissions to all service desk agents collectively.
- Flagging a user as a VIP user does not affect the permissions of that user. The VIP users do not have any special permissions or access to the application. Permissions are controlled at contact, support group, or role level. Flagging a contact as a VIP user is only a way of highlighting the user. Their requests must be prioritized differently by the support group working on the request.
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