Manage User Access

ServiceAide Cloud Service Management (CSM) provides the following ways to control user access:

Manage Access through Licenses

You can restrict the access based on the type of license. You can control the access and actions that are available to the end user in the application. You can assign one of the following license types to the user:

Fixed License - This license allows you to access the normal Agent/Administrator interface of the application. With a fixed license, you can access the full suite of features available in the application. The Application Administrator controls the features and functionality available to a fixed license by assigning permissions.
- A fixed license is tied down to a specific individual.
- Fixed licenses are ideal if you need access to the application always.
Self-Service User License - This license allows you to access the Self-Service User Interface of the application. As a Self-Service User, you would typically have limited interaction with the application. You would use features such as:
- Logging own requests
- Viewing status of requests logged
- Searching for information that is stored within the application
- Viewing information that has been published for you.
Floater License - This license allows you to access the normal Agent/Administrator interface of the application. With a floater license, you can access the full suite of features available in the application. The Application Administrator controls the features and functionality available to a floater license by assigning permissions.
- A floater license is not tied down to one specific user. This license is applied as a concurrent user license. Typically, there would be more number of users than the number of floater licenses purchased. A floater license allows a fixed number of users to log in to the application at any given time.
- Only as many users can access the application at a time as the number of floater licenses.
  Self-Service License is also like Floater Licenses. This license too allows as many users to access the application, at a time, as the number of Self-Service licenses. However, unlike with Self-Service License, users with floater license get access to the main application interface.
  Note: Floater license is available only for the users who have migrated to CSM from Nimsoft Service Desk.
Web-Services License - Use this license when you want to configure a web-services client to interact with CSM. The web-services client can be used to invoke supported functions in the application.

Manage Access through Permissions

As the application administrator, you can assign permissions to specific features. You can define which user, support group, or role can access which feature of the application. In addition to the following three default support groups, you can create your own support groups and can manage permissions.

Self-Service: Include all users with a self-service license.
Public: Include all users with a Fixed or Floater license.
Administration: Include the user that is designated as the Administrator while configuring the application instance. You can add contacts to this group.

For example, the support group cannot access a communication template, ticket template, workflow action, or report. The contacts of that support group also cannot use the communication template, ticket template, workflow, or report action.

Considerations

If you assign permissions to the Public group, all the contacts except the self-service users get the permissions.
A contact gets access to all administrative forms and records when it becomes a member of the Administration Group.
The interface is not accessible to a self-service user. Even if you assign extra navigation items and workflow actions to a self-service user, the user cannot perform the actions.

Manage Access through Navigation Menus and Toolbars

You can control the access to application administrative forms, workspaces, navigation menus, and toolbars to contacts, support groups, and roles. You have the flexibility to manage the workflow actions that a user, support group, or role can execute. For more information, see Manage Access to Navigation Menus and Workspaces.

Manage Access through Organization Based Security

You can limit the user access to records concerning their organization. For more details about organization-based security, see Enable Organization-Based Security.

Effect of Record Status on Its Availability

Every application entity or record has an associated status that determines the availability of the entity. The entities with an Active status are only available to the users. For example, the records like attributes, holiday groups, support groups, ticket templates, and communication templates are made inactive. They are not directly deleted from the application. Some records like knowledge articles and service feedback surveys have an associated State. These records are not accessible to the users until they are in a Draft state.