How do I configure accounts with specific Access Levels and/or Roles?

Role-Based Access Control (RBAC) allows an organization to control access to the appropriate information and screens within their platform. 

There are three types of End Users who can access your Organisation’s system:-

1. Public (Anonymous) - without logging into the system but will be one of your customers accessing Services as required, similar to a Guest account,

2. Registered (Registered users) - a customer with a Registered account and who log into the system as a known person and who’s activity you can view against this account,

3. Admin (Users) with a User account and who log into the system as part of your Organisation to administer the system and/or processes transactions,  either staff or third party.

To apply the appropriate access, Access is applied and controlled through the objects Catalogues and Forms, Regions and Items, Task Types and Dynamic Tabs.   Access applies to these objects applies to Users, Public and Registered levels.

Access can be applied to Service Requests, Tasks, Task Forms, Cases & Dynamic tabs for Public and Registered End Users.  The end user can access both Forms and Dynamic tabs using 3 methods of access, 1) a Short URL to a Form, 2) the Customer Portal and 3) the Mobile App.

For Admin End Users within your Organisation, access can be granted on a more granular basis through the appropriate allocation of ‘Access Roles', enabling the viewing and editing of data in the Admin Portal to the appropriate business teams.  These end users can access Forms and Dynamic tabs plus other Administrative tools through the Admin Portal.  These end users can also access features through the Mobile App which includes the Mobile and Waste Worker features.

Access Roles are applicable to Users only.  These Roles have two functions:-

1. To view and edit the correct data within the system in Service Requests, Tasks, Cases, etc. 
2. To grant access to Modules within the system such as as Service Desk, Contact Centre & Administration Modules.

Create Access Roles

For Admin End Users within your Organisation, access can be granted on a more granular basis through the appropriate allocation of ‘Access Roles’ - enabling the viewing and editing of information in the system to the correct business teams as an example.

Go to > Administration > Access > Access Control

1. Displays your organisation’s Access Roles that have been created in your system.  These roles must be used when applying Role-Based Access to specific Forms and Cases.

2. Displays the system generic  predefined Access Roles that are provided with your system. 

IMPORTANT: - System Generic roles are not used to apply Role-Based Access to specific Forms and Cases. They cannot be deleted.

To view a role click on the name.

To create a new role click on ‘add new role’.

01. Enter a name

02. Parent role - this allows the nesting of Access and you may have another access role which is linked to this one but has more access., for example a supervisor.  Select if appropriate.

03. Access is determined by clicking on ‘Select Access Group’ Access to relevant areas of the system can be determined here.

04. Select a home page.  This will determine which tabs/screens in the system will open for the User when logged into the system.

You can choose which areas of the portal you wish to become available for this particular role by clicking on "Select Access Group". Tick the relevant boxes and once selected click ‘Select’.

2. Apply Access Roles to Users

Go to Community > People

01. To apply the relevant access to the User, search and then edit the user’s profile. Select ‘Role' under the 'Manage' menu on the right side.

02. The access roles you have created will display. Click on the appropriate boxes which will determine the levels of access this person has.

3. Apply Access to Service Requests, Task Forms and Cases

To apply access to Service Requests, Task Forms and Cases, you apply access at the Catalogue, Forms, Items level. 

01. To select the appropriate access for Admin users, select ‘User’ at Access Level and click on ‘Access Roles’ button.

02. Select the appropriate access for the Access group.

IMPORTANT: - Where Roles have been selected, this will eliminate Access for any un-selected Roles.  If all Roles are un-selected, then all Users will have access.

IMPORTANT: - Where you have used functionality to copy Information between Service Requests and Tasks or where you have linked Service Requests, Tasks and Cases together, the User will need the appropriate access in each object to view the relevant information.

Apply access to tasks

For an User end-user to view and edit specific task types, you will need to specify these in an appropriate access group.

Go to > Administration > Access > Access Control

Then, find the access role you have created.

Select the appropriate group and specify the Task Types in ‘Types'