You must set basic security options for the security role. These are partition specific, so Analysts can only access the items within their own partition(s).
Before you start
You must have Security Roles setup selected in the Admin tab of your own General Access security role before you can assign or remove permissions for any security roles.
Display the IPK Management Security Roles details window, if it is not already on screen.
Select the Menu button , then Admin, then select System Administration.
The System Administration window appears.
In the Explorer pane, expand Security Roles, then select IPK Management. All existing IPK Management security roles are displayed.
The pre-defined role All typically has all role options selected. However, some of the options are not selected by default and you should explore the permissions set before assigning the role.
If you want to create a role, select and assign the role a name in the Role Name field. To view or update a role, select the role in the browse table and select .
- Select the Options tab .
- Choose the settings you wish to assign to the security role:
- Select to save the changes and close the window. Provide the Change Reasons if prompted to do so. Alternatively, select another tab, if appropriate.
|IPK Analyst||This is a global switch for access to the Service Desk functions in ASM Core.
This checkbox must be selected for the Analyst to manage calls.
|Closure Comments||Enables an Analyst to add comments at call closure.
This option is only enabled if Comments is selected in IPK Settings (Partitioned). You will then need to close the window and reopen it to enable the option.
Enables the Service Window in the lower left part of the Call Details Explorer.
Analysts with this role can update a call that is part of the Experience Base
|Take Over Calls||Analysts with this role can open and take ownership of calls currently belonging to other Analysts or groups|
|Log Calls||Analysts with this role can log new calls|
|Reopen Resolved Calls||Analysts with this role can reopen calls that have been closed as Resolved. (This is applicable when closing calls with closure rules).|
|Reopen Closed Calls||Analysts with this role can reopen any calls that have been closed|
|Available Recipient||The Analyst will appear on the list of available Analysts to receive email messages if a call is sent to their group with the Email option selected. They will also receive internal messages relating to calls through the Bulletin Board|
|Forward Review Default||When the Analyst double-clicks on a call that has been forwarded to them (but not their group) it will open in review mode.
If this option is cleared, the call will open in action mode and if the Analyst double-clicks the call, they will take ownership of it
|Group Review Default||When the Analyst double-clicks on a call that has been forwarded to their group (not only to them) it will open in review mode.
If this option is cleared, the call will open in action mode and if the Analyst double-clicks on the call they will take ownership of it
|View Others’ Calls||Analysts with this role can view the calls belonging to other Analysts in their partition(s) on the Calls Outstanding window|
|View Group’s Calls||Analysts with this role can view the calls belonging to another Analyst in their group on the Calls Outstanding window|
Analysts with this role can view and use the IPK Workflow Rules Builder.
This option is only available if the IPK Workflow Rules Builder functionality is enabled in IPK Settings
|Call Auto Close||Analysts with this role can access the Configuring Call Auto Close Rules functionality, enabling them to view and configure rules for automatically closing calls.|
|Change Call Partition||Analysts with this role can reallocate a call to another partition to which they have access by selecting the Change Call Partition explorer option on the Call Details window.
This option is only available when Call Details is selected in the partition settings
|Object View||Analysts with this role can view an object attached to a call|
|Object Update||Analysts with this role can update an object attached to a call.
This option is only available on selection of Object View.
|Object Cancel||If an object attached to a call has been checked out, Analysts with this role can cancel the checkout.
Call Object Version Control must be selected in the IPK Settings to enable this option.
Analysts with this role can delete an object attached to a call.
This option is only available on selection of Object Update.
|Service Agreement Override||
Analysts with this role can manually override an agreement (such as an SLA, OLA or UC) that is currently attached to a call and replace it with another agreement.
Alemba® recommends extreme caution in giving Analysts this level of security.
Analysts with this role can ‘stop the clock’ on an agreement (such as an SLA) so that no further time is accumulated on the call (for the purposes of agreement), and no agreement events (such as escalations and breaches of agreements) can occur
Analysts with this role can exclude selected SLM events for agreements linked to calls from reporting. Selecting this option enables the checkbox in the Exclude column in the Service Level Management window accessed through the SLM option on the Call Details Explorer pane
SLM Reporting Exclusions must be selected in the Service Level Management Settings to enable this option.
|Bulk Forward Calls||
Analysts with this role can forward a group of calls to another Analyst or group in one batch. Select it to enable the Forward button on Call Search and Calls Outstanding windows.
|Bulk Close Calls||Analysts with this role can close multiple calls. It enables the button on the Call Search and Outstanding windows|
Analysts with this role can set the start and end time of a call to a date/time prior to the log date/time
Analysts with this role can view stakeholder information within Call Details and Request Details windows
Analysts with this role can edit stakeholder information
Analysts with this role can access scripts and select whether a script is available in the full application, the Portal or both.
|Default Screen Set||
Analysts with this role can log a call using the default call screen set selected for their role by selecting the Call button. If this option is not selected, the Analyst must first select the call screen set that they want to use.
This option is only enabled when Enable Call Screen Set on Explorer is selected in IPK Settings
|Default IPK Stream/Status||
Analysts with this role can be linked to a default IPK Status and Stream so that they can log calls with the default status and stream with a single-click of the Call button.
You can specify the call screen set using the IPK Statuses and IPK Streams tabs.
This option is only enabled if your system is enabled for the IPK Tiers, that is, when the Enable IPK Streams and Statuses option is selected in the IPK Settings
|Administer Call Templates||
Analysts with this role can create call templates. Select to enable the Call Template option in the Admin menu.
Analysts with this role can acknowledge a call logged as a result of an incoming event received from a third party system. This feature is used when your system is configured for event management
|Call Advanced Search||
Enables the Advanced Search option when searching for calls. Analysts with this role can create searches using advanced search functions.
Analysts with this permission selected can participate in chats with users, using the Chat feature.
Chat must be enabled and the analyst must be selected in the Self Service Portal Settings (Partitioned) window to participate in chats for every partition in which they wish to chat.
|Chat Manager||Analysts with this permission selected can view the Chat Manager window which displays all logged in chat analysts and their status.|
|Admin Call Schedules||Analysts with this role can create, edit, and delete scheduled calls.|
|View Call Schedules||Analysts with this role can search for and view scheduled calls.|
Update Without Action
This setting applies only to Nano.
While using Nano, analysts with this setting enabled can update calls without first taking action, and the Take Action button will be hidden.
Take Over on Forward
This setting applies only to Nano.
When an analyst with this setting forwards a call in Nano, the Current Analyst of the call changes to the analyst it was forwarded to.