Permissions

Visibility of cases

Your permissions determine if you can see a certain case in your ConSol CM system. These permissions are given to you by your CM administrator via roles. You cannot change your roles or permissions.

Two permissions affect if cases are visible to you in your CM system:

• You need at least read permission for the process in which the case is currently in.
• You need at least read permission for the customer group to which the main contact of the case belongs.

Figure 37: Which cases are visible to you?

If you have these two necessary permissions, you can access the case in several ways:

• Using the different kinds of the search functions:
  • Quick Search
  • Detailed Search
• Selecting the case in the Cases section of a contact page
• Selecting the case in the Related cases section of another case, a contact page, or resource page.
• Selecting the case from the case list within one of the available views, but only if the case matches the criteria of the currently chosen view (see Technical background). The different kinds of views that exist within your CM system are available to you according to your roles. A view needs to be assigned to at least one of your roles in order for you to be able to choose it. The assignment of views to roles is done by your CM administrator.

Technical background

Your permissions determine if you can see a certain case in your ConSol CM system. Two permissions affect if cases are visible to you in your CM system:

• You need at least read permission for the process in which the case is currently in.
• You need at least read permission for the customer group to which the main contact of the case belongs.

Example:

There are ten cases in the process Sales. Four cases belong to customer group End customers and six cases to customer group Reseller. You have permissions for this process and permissions for customer group Reseller. Therefore you can see six cases.

Cases in the case list

The case list shows you cases which correspond with the current view. The view limits the cases which are shown in the case list to those cases matching specific criteria. This is why cases in the case list only represent a subset of all cases which are currently present in your CM system (and also of the cases which are accessible to you due to your permissions).

• Precondition for seeing cases in the case list: View
  The view selected in the case list determines which cases (which are accessible to you due to your permissions) are displayed in the case list. You can decide which view you want to choose, i.e., which cases shall be shown in the case list in this moment. Which kinds of views are available is determined by your CM administrator.
• Precondition for seeing cases within a view: Filter
  The case list filter enables you to reduce the number of cases in the case list. You can choose criteria a case needs to match in order to be shown in the currently chosen view.

Figure 38: Cases shown in the case list

Technical background

Which cases are shown to you in the case list depends on your permissions and the currently chosen view. From a technical point of view, the following factors are crucial:

• Your permissions:
  You need at least read permission for the process in which the case is currently in, and you need at least read permission for the customer group to which the main contact of the case belongs.
• The view:
  The view defines the processes and scopes the cases in this view are from. A view can also contain cases from multiple processes and scopes. If this is the case, you need read permissions for all processes which are important for this view. If you do not have the necessary permissions, you are not able to see all cases in this view.

Example:

There are ten cases in the CM system, four cases in the process Products and six in the process Sales. All cases belong to customer group Reseller. You have permissions for both processes and permissions for the customer group. Therefore you can see all ten cases in the case list.

Both processes contain the scopes In Progress and Closed. The view Active cases contains cases from the scope In Progress in both processes. Thus the display in the case list is limited to active cases from both scopes.

User who should see the same cases in the case list need to have similar permissions and the same views.

Visibility of contacts

You need at least read permissions for the customer group a contact belongs to in order to be able to see him, e.g., find the contact via the search functions or see the contact in cases as an additional contact. The permissions are given to you by your CM administrator via your roles. You have no influence on your roles.

When a main contact of a case belongs to a customer group for which you have read permission, but there are also additional contacts from customer groups that you do not have read permissions for, you will be able to see the case, but its additional contacts are not shown to you.

Visibility of resources

You need at least read permissions for the resource type which a resource belongs to in order to be able to see it, e.g., find the resource via the search functions or see relations to the resource in cases and on contact pages. The permissions are given to you by your CM administrator via your roles. You have no influence on your roles.