Agent Permission Options

The permission options available for Agents can only be modified by an administrator.  The page from which these permissions are modified is accessed by selecting Administration | Project | User Roles or Administration | System | User Roles, then selecting an Agent role from the drop-down list, and then clicking the Edit Role Properties button.  This topic in the document describes the sections of the page and the options for each section.

Note

Some of these options were formerly available on the Project Options page (v5.6.1 and below), where they applied to all Agents.

1. Read Permissions—These options determine which Issues the user can view and search in the Project. There are three options:
2. Can only view their own assigned Issues—The user can only view Issues to which he is assigned.

Note

Users can also always see Solutions and Customer Requests.

• Can only view Issues that are assigned to them or to their team—The user can view Issues that are assigned to him and those Issues that are assigned to his Team (only applies if the user is a member of a Team).
• Can view all Issues in the project—The user can view all Issues in the Project regardless of assignment.

2. Field Permissions—The Field Permissions section of this page is described in detail in the Field-level Permissions section of this document.
3. Issue Creation—These options all concern Issue creation.
4. Creating New Issues—This option determines if the user can create new Issues from scratch, including regular Issues and Quick Issues.
5. Copy/Move Issues—If this is allowed, the user can copy Issues within the same Project or copy or move Issues to another Project.  This is useful in creating an Issue in which the information is repeated.
6. Creating New Global Issues—If this is allowed, the user can create Global Issues for important or frequently reported Issues.

• Can use the following quick Issue templates—Optionally exclude some Quick Issues from Agents.  By default, all defined Quick Issues are defined for Agent access.

4. Edit Permissions—These options relate to the editing of Issues, Requests, and other Issue types by the user.
5. Editing Issues—Which Issues can the user edit:
6. Can only edit their own assignments—The user can only edit Issues assigned to him.
7. Can edit Issues that are assigned to their own Team—The user can edit Issues assigned to him and those assigned to his Team (if he belongs to a Team).
8. Can edit any Issue without being assigned—The user can edit all Issues in the Project regardless of assignment.
9. Editing Requests—The user can edit Customer Requests (those that haven't been assigned yet) without actually taking them (i.e., without assigning themselves).
10. Editing Public Solutions—The user can edit existing Solutions in the public Knowledge Base.
11. Editing Internal Solutions—The user can edit existing Solutions in the internal Knowledge Base.

Note

The two previous options do not apply to Pending Solutions, only to published Solutions. Whether an Agent can edit a Pending Solution is based on whether the Agent is an Approver and whether the Agent is the one who submitted the Solution for approval.  Refer to Knowledge Base Approvals for more information.

• Taking Issues—"Taking" refers to an Agent editing an Issue to which he is not assigned and assigning that Issue to himself.  There are three options:
• Cannot take any Issues—Taking is not allowed for the user.
• Can take Issues that are assigned to their own Team—The user can take Issues that are assigned to his Team (if he is a member of a Team).
• Can take any Issue—The user can take any Issue in the Project.

Note

If a user has edit rights to Issues, this overrides the Taking option.

• Taking Requests—If this is allowed, then the user can take new Requests submitted by Customers and work on them (and at the same time assign himself).

• Deleting Issues:

• Agents cannot delete any Issues
• Agents can only delete Issues that they submitted
• Agents can delete any Issue  

5. Knowledge Base—These options determine whether the user can create Solutions in the Knowledge Base. There are two types of Solution:  Public (which Customers and Agents can view) and internal (only Agent users can view)
6. There are two permission options, one for each Solution type:
7. Ability to add to the Public Knowledge Base
8. Ability to add to the Internal Knowledge Base  
9. For each type of Solution, there are three options:
10. Yes—User can create Solutions which are published immediately.
11. Needs Approval—User can create Solutions, but they need to be approved by an Approver (an Administrator or other Project Member) before they can be published to the Knowledge Base.
12. No—User cannot create Solutions of this type.

Note

If Needs Approval is selected for one of the Solution types, you must designate one or more Knowledge Base Approvers for the Project. This is done on the Project Administration | Knowledge Base page.

6. Address Book—These permission options relate to creating and editing contacts in the FootPrints Address Book.

Note

These options do not apply if an LDAP or SQL Address Book is used in the Project.

• Creating new Contacts—The user can create new contact records in the Address Book for the current project.  
• Can Edit—If All Contacts is selected, the user can edit any contact record in the Address Book for the current project. If Only Contacts that they created is selected, the user can only edit contact records that they originally created in the Address Book. If the user cannot create new contacts and Only Contacts that they created is selected, the user cannot edit any contacts.
• Can View Contacts
• Can view all contacts in the Address Book
• Can view only contacts with the same organizational unit as the Agent.    The Agent must be added to the Address Book in order for this role property to work correctly.  The organizational unit field must be populated for the Agent and the Agent’s account ID must match the User ID field in the Address Book.
• Cannot view contacts

• Creating new Master Contacts—Options are Allowed or Not Allowed.
• Editing Master Contacts—Options are Allowed or Not Allowed.

7. Searching and Reporting—This set of permission options determines what access the user has to searches and reports. Depending on what is selected, the user's toolbar is updated to show only permitted report and query options. Also, the data returned in the searches and reports is determined by their Read Permissions (see above). The following options are available:
8. Custom Reports     
9. No Access—User cannot access custom reports.
10. Personal Reports Only—User can create, run and save reports for himself, but has no access to Shared reported created by other users.
11. Run Shared Reports Only—User cannot create, run, or save their own custom reports, but can run shared reported created by other users.
12. Personal Reports (Full Access) and Run Shared Reports—User can create, run, and save their own custom reports and can run shared reported created by other users.
13. Personal and Shared Reports Full Access—User can create, run, and save their own custom reports and can create, run and save shared reports for other users.

Note

The data that is returned in these reports is based on the user's Read Permissions. For example, if the user can only view his own Team's Issues, any custom reports he runs (personal or shared) returns only his Team's data.

• Cross-project Reports—Same options as Custom Reports. User can run cross-project reports that include data from any project to which the user belongs.

Note

This option applies to the current project. If Cross-project Reports are not allowed for the user in the current Project but are allowed in another one of his projects, the user can run a cross-project report from the other Project that contains data from this Project.

• Address Book Reports—Same options as Custom Reports.
• Issue Searches
• Personal Searches Only—User can only run, save, and edit personal searches.
• Personal Searches and Run Shared Searches—User can run, save, and edit personal searches, and can run shared searches created by other users.
• Personal and Shared Searches Full Access—The user can run, save, and edit personal searches and shared searches for other users.
• Cross Project Issue Searches—Search Issues across the Projects to which the Agent has access.  Same options as Issue Searches.

Note

The data that is returned in these searches is based on the user's Read Permissions. For example, if the user can only view his own Team's Issues, any custom searches he runs (personal or shared) only returns his Team's data.

• Address Book Searches—Same options as Issue Searches.
• Time Tracking Reports
• No Access—User has no access to Time Tracking reports.
• Full Access—User has full access to Time Tracking reports.
• Metric Reports—Same options as Time Tracking reports.
• Flashboard—User has access to the personal flashboard, the Project flashboard, or both.

Note

This option is not dependent on the user's Read Permissions. The user can access all data in the Project for Metric reports.

8. Time Tracking
9. See Time Tracking Info for Other Users—User has access to time tracking information for other internal users.
10. See Rate and Cost Info—User has access to rate and cost information for other internal users.
11. Edit existing Time Tracking entries—Choices are Allowed or Not Allowed.

9. Change Management
10. View all change management history—The user has access to the change management history information.
11. Ability to override approval/disapproval voting—The user can override the votes in any phase of any change management process and end the phase immediately.  This removes the override ability from the Issue pages, but Project Administrators can still override votes by selecting Administration | Project | Change Management, then selecting the Issue Approval States link on the Change Management page, and then selecting a voting option from the drop-down menu in the Override column of the table.  This Project Administration function is not a true voting function, but an administration function to move an Issue within a phase.

10. Miscellaneous

• Instant Talk—If Instant Talk is enabled for the Project and this option is enabled, the user can initiate a chat session with other users.
• Numara Remote—If this add-on module is licensed, enable or disable the use of it for the role.
• Project Administration—Project Administration rights can optionally be given to the users of this custom role.
• Project Administration Rights—Check the boxes to specify the functions that this role can administer as a Project Administrator.
• CMDB Access—If this add-on module is licensed, disabling this for the role means the CMDB button is not displayed in the FootPrints toolbar, effectively preventing any access to the CMDB homepage and any functions that page provides.
• Project Calendar—User can create and edit appointments in the Project Calendar. Users can always create and edit appointments in their Personal Calendars. In addition, users can edit an appointment in the Project Calendar if they are an invitee of the appointment, regardless of this permission option.
• Change Personal Preferences—Choose Yes to allow users with this role to set their own password, time zone, date format, screen size setting, and language and delete their login cookie from the "My Preferences" page or choose No to deny the privilege.
• FootPrints Sync—Select whether users with this role can download the FootPrints Sync client.
• FootPrints Dashboard—Specify the maximum number of dashboard components for Agents in this Project. The maximum number that an administrator can specify is 10 and the minimum is 1.

When you are satisfied with the permissions selected for the role, enter your password and click GO .  All users who are assigned the role inherit the permissions defined.