.e11 Help Desk Software Manual for customer support & service software
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You can define the access level for the representative, while creating a representative profile, from Representative Rights Group. You can also create and manage the representative rights groups as well as specify the access rights of these representative rights groups in the Helpdesk with the help of this feature.
Add a Representative Rights Group
To add a representative rights group:
1. Open the User Management page.
2.
Click Representative Rights .
3. View Representative Right Details page opens, as shown in the Figure 12-3-1. This page will show you the names of representative groups and the categories under which those representative groups can work. It will also show you the number of representatives those representative groups currently posses.
Tip: You can also
click on from the toolbar to access the View
Representative Right Details page directly.
4.
Click 
to open Add New Representative Group page.
5. Enter the name for the Representative Group.
Tip: Use the underscore “_” key to give a space in the representative group name.
6. You can also add rights to the new Representative Group by checking the appropriate boxes in the following optional fields, as shown in the Figure 12-3-2:
Note: You have to select at least one right.
Check against the rights to expand the rights list as shown in the Figure 12-3-2 and uncheck to contract the list.
Optional Fields |
|
Field |
Description |
|
Group Rights |
Expand the list and then select rights for the representative group by clicking on the check box. |
|
Category Box |
Expand the list and then select the tickets category in which the representative group can work by clicking on the check box. |
|
Ticket Type Thread Rights |
Expand the list and then select the ticket types for which the representative group can view the responses and create tickets by clicking on the check box. |
|
Ticket Status Rights |
Expand the list and then select the ticket status for which the representative group can view the responses and also specify that these statuses will be shown in drop-down box or not by clicking on the check box. |
7.
Click 
to save the information.
Example: At times you may need to
create a representative rights group in order to define the access level for
the representative. To do so, enter a representative group name, such as
Management. Check against the rights to expand the rights list and then select
by clicking on the check box as shown in the Figure 12-3-2. Click 
.
To modify a representative group:
1. Open the View Representative Right Details page.
2. In the View Representative Right Details page, click on Group Name to be modified.
3.
Modify the Representative
Rights Group information and click 
to save the changes.
Note: You cannot modify the Representative Group Name.
To delete a representative group:
1. Open the View Representative Right Details page.
2. In the View Representative Right Details page, check against the Group Name to be deleted, as shown in the Figure 12-4-1.
3.
Click 
.
A confirmation box pops-up. Click 
.
4. A pop-up appears, as shown in the Figure 12-4-2. Select a Representative Group to which the deleted representative group should be assigned by clicking on the Group Name.
Note: Representative Group with Administrative Rights cannot be deleted.
