User Roles
About User Roles
All functions and options in the Customer Portal are set according to your user roles and the permissions assigned for that particular role type.
Based on your user role, not all menu options and query options will be available.
Please contact your System Administrator should you wish to have these options activated.
User Roles and Search Options
Your user role determines the search options that are available to you.
Example: Review Past/ Current Incidents
The search options available are:
- Your Incidents
- Your Organization’s Incidents
- All Incidents
The above options will only be displayed if the permissions have been assigned to your user role.
Definition of Search Options
When conducting a search for Your Incidents, Requests, Approvals, Configuration Items and Services, all the related items that are assigned to your role are displayed.
All users of the Customer Portal are part of an Organization.
An Organization can be a Business Unit, Department, a small team or an entire corporation. Your user profile can be linked to more than one business unit, several departments or teams.
When you conduct a search for Your Organization’s Incidents, Requests, Approvals, Configuration Items or Services, all the related items for your organization are displayed.
When you conduct a search for All Incidents, Requests, Approvals, Configuration Items or Services, all the related items for all the business units, teams or departments you are linked to are displayed.
Example: In the above diagram, there are 3 users; User A, User B and the System Administrator. Their profiles are as follows:
User A: User A’s default organization is the Accounting Department. His user role has also been enabled for the Finance and Marketing Departments.
User B: User B’s default organization is the Marketing Department. His role has also been enabled for the Accounting and IT departments.
System Administrator: The System Administrator’s default organization is IT. His role has been enabled for the Finance, Accounting and Marketing departments.
Working Example for User A: Review Past/ Current Incidents:
User A is conducting a search for Incidents.
- Your Incidents: Selecting this option will display all the incidents that were raised or logged based on his user id. This selection will display all incidents which have User A as the assigned customer.
- Your Organization’s Incidents: Selecting this option will display all incidents that were raised or logged by other user’s within User A’s default organization – Accounting. This selection will display all incidents for users which have the Accounting department as the default organization.
- All Incidents: Selecting this option will display all incidents that were raised or logged by other user’s for all organization’s that User A has been assigned to. This option will display all incidents for users which have either Finance, Accounting or Marketing as the default organization.
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