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 to edit.
  5. Click Privileges.
  6. Specify this information:
    Employee Notes Editing
    Set to Yes for any service user role that can edit employee profile notes.
    Case Printing
    Set to Yes for any service user role that can print the case, including associated emails.
    Remove Attachment
    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 you cannot close the attachments.
    Closing
    Set to Yes to enable employees to close a case from a self-service module.
    Reopening for Self-Service
    Set to Yes to enable employees to reopen a case from a self-service module. You can specify a Reopen Period to define the number of days during which an employee can reopen the case. You can also specify a message, which shows when employees reopen a case.
    Reopening for Service Center
    Set to Yes if service center users can reopen cases. You can also specify a Reopen Period to define the number of days during which an employee can reopen the case. You can also specify a message, which shows when employees reopen a case. The message shows a tool tip when the Reopen button is disabled.
    Case Notes Editing
    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.
    Unarchiving
    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.
    Rename Attachments
    Set to Yes for any service user role that can rename case attachments.
    Alerts and Messages
    Set to Yes to show a confirmation prompt when a user attempts to delete notes or attachments. The prompt helps prevent accidental removal of case information by requiring the user to confirm the action before proceeding.
  7. Click Update.