Role Based Access Control (RBAC) allows an Organisation to ensure that Users are only given access to appropriate information and objects within the system.
This article details how to control the visibility of Customer details within Service Desk and Contact Centre. This applies when completing a Service Request on a Customer's behalf, when viewing a Customer's Service Request, and when using the Print function.
01. Go to Administration -> Access -> Access Control
02. Add a new Access Role, or Edit an existing Access Role
03. Click on [Select Access Group]
04. Select "Customer Details", which comes under "Service Desk"
05. Click on [Select], and then [Save] the changes
When you submit a Service Request on behalf of a Customer from this point on, either through Service Desk or Contact Centre, a [Customer Details] button will be visible on each page. By clicking on this, you will be able to view the Customer's profile.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article