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.

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Populations.
  4. Select the population that you want to edit.
  5. Click Privileges.
  6. 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.
    Archiving Rights
    Set to Yes for any service user role that can archive cases. ServiceRep users can archive only their own cases. ServiceMgr and ServiceAdmin users can archive cases that were added by any members from their service groups.
  7. Click Update.