Manage Access to Navigation Menus and Workspaces

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 Intelligent Service Management. 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 Intelligent Service Management support group.

Similarly, you can also revoke or remove access to a navigation menu or workspace.

Considerations

• 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.
• 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.
• 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.

Managing Access to Navigation Menus

Follow these steps:

1. Navigate to MANAGE> ADMINISTRATION> Tools> Navigation Menu.
   The Navigation Menu page lists out all the navigation items available in the application. As an administrator, you can select any navigation item and set permissions for it.
2. Select the navigation item that you want to restrict.
   The details of that item are displayed at the bottom of the page.
3. Click the Permissions tab to display the list of users, groups, or roles that can access the selected navigation item.
4. To modify the permissions for the selected navigation item, click Manage Permissions.
   The Manage Permissions page displays the list of all users, groups, and roles in your slice.
5. To enable a group or user to view the navigation item, move that user or group to the Current Permissions pane. To disable a group or user from accessing the navigation item, move that user or group out of the Current Permissions pane.
6. Click Save Permissions.
   The updates to permissions are saved. If you have made any other changes to the navigation item details, click Apply Changes before exiting the workspace.

Note: The administrator group has access to all toolbars and navigation menu items by default. You cannot disable the permissions for this group. When you assign a permission to the user, the corresponding navigation panel link or section becomes available immediately to the user. A user who is logged can view the newly added link or section on refreshing the page.

Examples

Scenario 1: Remove access to the Knowledge Management workspace for all users.

1. Navigate to MANAGE> ADMINISTRATION> Tools> Navigation Menu.
2. Filter the list by UX Platform and select the WORKSPACES, Knowledge Management row.
3. Under the Permissions tab, click Manage Permissions and remove all the users or groups from the Current Permissions pane. DO NOT remove the Administration group.

Scenario 2: Grant permission to a specific standard report to the Self-Service users.

First, enable the Self-Service users to access the REPORTS menu. Proceed as follows:

1. Navigate to MANAGE> ADMINISTRATION> Tools> Navigation Menu.
2. Filter the list by UX Platform and select the REPORTS, Standard Reports row.
3. On the Permissions tab, click Manage Permissions and add the Self-Service group to the Current Permissions pane. This will allow self-service users to access the REPORTS link on their interface.

Next, enable the Self-Service users to access a specific standard report. Consider that you want your Self-Service users to access the Average Response Time Trend for Self-Service Users report. Proceed as follows:

1. Navigate to MANAGE> ADMINISTRATION> Tools> Report Configuration.
2. Select the report from the list.
3. On the Permissions tab, click Manage Permissions and add the Self-Service group to the Current Permissions pane.