Role Permissions provide a way to restrict which actions users are able to perform while managing a case.
The available actions are:
| Permission | Description |
|---|---|
Manage case attributes and notes |
allows the user to make changes to all of your attribute lists. You may want to turn this off if you intend to have a small number of users who are initially assigned cases, then triage and reassign the cases to other users for resolution. Or you may want to give some users email notification and permissions to see the case, but not to manage it. |
Close a case |
allows the user to close a case. |
Edit case deadline |
allows the user to extend the due date before a case is considered overdue. This may be useful if you have an auxiliary role of a supervisor, who can determine if extra time is warranted (you would not want every user to be able to give themselves extra time because they are feeling lazy). |
Edit or delete case notes |
Without this permission the user is prevented from editing or deleting case notes that have previously been entered on the case. |
Send email reminder |
allows the user to send reminder emails to other users assigned to the case. |
Email customer |
allows the user to send an email to the person who completed the survey. Note that emails can only be sent to email addresses in the "email" field of the survey. If there is no email field, or if the email field is blank for that response, the user will receive an error. |
Email case |
allows the user to forward the case information to another user or another email address. |
View Response |
Without this permission the user will not have access to the "View Response" link. Disable this permission if there is sensitive information in the survey response that you don’t want your users to see. |
Bypass workflow rules |
this allows the person in the selected role to bypass all of the List Item rules that you have set up. Note that it is possible to bypass workflow rules within Permissions. CAUTION: This is an advanced setting and is rarely required. |
Assign users |
allows the user to add additional users to the role. This would for example be appropriate for the supervisor role. |
Unassign users |
allows the user to remove other users from the role. Note that if the Assignment Mandatory box is checked the user will be prevented from removing all users; it will not be possible to remove the last user. |