Customer Permission Options

Customer permissions can be set if you have a Customer license.  You can define multiple roles for your Customers using the built-in Customer roles and then define different permission sets for each role.  Note that roles are not available if you are using the Customer Service Portal.

The permission options available for Customers 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 a Customer 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 Customer Options screen (v5.6.1 and below), where they applied to all Customers.

1. Requests—These options determine what the user can do with Requests.
2. Viewing Requests—There are three options:
3. Can only view their own Requests—The user can only view his own Requests, including those entered by him via the web, email, or entered by an Agent for him (based on the user's primary key).
4. Can view their own Requests and their Organization's Requests—The user can view his own  Requests and those of his Organizational Unit (only applies if an Organizational Unit field is enabled in the Address Book).
5. Cannot view Requests—The user has no access to Requests. This option is appropriate if the user only needs to search the Knowledge Base.
6. Creating Requests—There are several options:
7. Creating Requests—User can create new Requests via the web interface for himself only. This is the default for Customer Read/Submit and Customer Edit roles.

Note

Customers cannot enter Requests for other users.  If you would like to create a role that allows the user to create Requests for other users, be assigned to Issues, etc., you must create an Agent role.

• Entering Priority of Requests—Customer users can optionally enter a priority when creating Requests (disabled by default). If this is not allowed, the default priority for the project is assigned automatically when the user submits a Request. This option only applies if the user is allowed to create Requests.
• Update Contact Info—User can update his own contact information when submitting a Request, which then updates the Address Book. This option only applies if the user is allowed to create Requests and if the FootPrints Address Book is used (does not apply to LDAP or Dynamic SQL Address Books, which are read-only).
• Can add CC: addresses to Requests—Customers can add email addresses that FootPrints includes in the list of Request recipients.  They do not have to be email addresses of FootPrints users.
• Can use the following quick Issue templates—Customers can use specified Quick Issue templates, like Password Reset.  Customers do not have access to Master/Subtask Quick Issues.
• Editing Requests—With a Customer Edit License, customers can edit public Read/Write/Edit fields as defined by the Project Administrator.  
• Closing Requests—Allow customers to change their own request status to Closed.
• Global Issues—Customer can subscribe to Global Issues created by Agents or administrators.

2. Miscellaneous
3. Instant Talk—If Instant Talk is enabled for the Project and this option is enabled, the user can initiate an Instant Talk chat session with an available Agent.  If it is disabled, the Instant Talk option is not available for the Customer on the FootPrints Toolbar.
4. Knowledge Base—User can search the public Knowledge Base and has access to the public FAQs. Customers can never view internal Solutions.
5. Default Homepage—The Homepage that Customers see when they first log into FootPrints can be customized per role. The options are:
6. My Requests—A list of the user's personal Requests is displayed.
7. My Organization's Requests—A list of the user's Organizational Unit's Requests is displayed.
8. Submit Request—The Submit Request form is displayed.
9. Global Issues—A list of Global Issues is displayed.
10. Knowledge Base Categories—Select the Knowledge Base category. The list of Issues that are in that category is displayed.
11. FAQ Page—A list of the Frequently Asked Question categories is displayed.
12. Customer Welcome Message—The Welcome message displayed at the top of the Homepage can be customized per role.  This is a good place to communicate to users of that role what they can do in FootPrints, how they can get help, important messages, etc.  The message can contain any text and can also contain the following variables for the user's name, etc.:

Customer Welcome message variables

• Change Personal Preferences—User can change his own preferences, including changing password, time zone for date/time display, date format, screen size setting, and language.  A My Preferences icon is displayed in the FootPrints Toolbar.

Note

This only applies to unique customer accounts; shared accounts do not display My Preferences on the Toolbar.

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