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The role-based permission is applicable to all functions where permissions are applied. The role-based permissions include the navigation panel (under Navigation Menu), toolbar options, knowledge articles, workflow actions, ticket templates, and communication templates. 

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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, CA Cloud Serviceaide Intelligent Service Management does allow allows 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.

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  1. Create Role: Navigate to MANAGE, ADMINISTRATION, Tools, Roles, and click MANAGE> ADMINISTRATION> Tools> Role> Create New.

  2. Fill in the required information and click Apply Changes.
    Note: A role name cannot match with any organization and support group name.

  3. Add Role Members: Search and select groups, contacts, or both to add to the current role.
    Note: The Assigned Permissions tab is read only and displays the permissions that are assigned to the current role.

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