Role-based settings
Role-based settings are used to allow only specific users access to some functions and areas of the application. Access can be given to one or more roles.
Role-based privilege settings
Administrators and other roles can be given the ability to complete some tasks.
- Employee notes editing: Users can create and edit notes in the employee profile.
- Case notes editing: Users can edit case notes that they created.
- Service level agreement editing: Users can adjust the service level agreement due date.
- Delete non-owner notes and attachments: Users can delete notes and attachments that were created by other service users.
- Case escalation: Users can mark cases as escalated.
Role-based application settings
Administrators and other roles can be given the access to some areas of the
application.
- Parent-child cascade closing rights: when a service user closes a parent case the child case can be closed simultaneously. The case relationships features must be enabled.
- Template editor: Service users who have access to the template editor can create, edit and delete templates. The resolution templates feature must be enabled.
- Case printing: Service users can print case details in the print-friendly format.
- Bulk case creation: Service users can clone a case to create up to 20 new cases at once.