Setting population privileges

Population Privileges grant rights to service user roles or employees for functions like note editing, case printing, attachment removing, and related functions.

Log in as CMsetup administrator.
Access Case Management from the navigation menu.
Click Settings.
Click Populations.The Properties tab displays.
Select the population that you want to edit.
Specify this information:

Employee Notes Editing Rights

Set to Yes for any service user role that can edit employee profile notes.

Case Printing Rights

Set to Yes for any service user role that can print the case, including associated emails.

Remove Attachment Rights

Set to Yes for the case owner and any non-owner service roles that can remove files that are attached to a case. If all are set to No, then attachments cannot be closed.

Closing Rights

Set to Yes to enable employees to close a case from a self-service module

Reopening Rights For Self-Service

Set to Yes to enable employees to reopen a case from a self-service module. You can specify a Reopen Period, allowing a number of days during which an employee can reopen the case, and Message.

Reopening Rights For Service Center

Set to Yes if service center users can reopen cases. You can also specify a Reopen Period, allowing a number of days during which an employee can reopen the case, and Message. The message is shown as a tooltip when the Reopen button is disabled.

Case Notes Editing Rights

Set to Yes for any service user role that can edit case notes. ServiceRep users can edit only their own case notes. ServiceMgr and ServiceAdmin users can edit case notes that were added by any members from their service groups.
Click Update.