Now Available: Hiding Categories, Sites, and Departments (January, 4, 2018)

Document created by Yum Darling Administrator on Jan 4, 2018Last modified by Yum Darling Administrator on Jan 8, 2018
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Samanage is excited to announce that we have released an enhancement that allows you to hide categories, sites, and departments based on roles and permissions. This gives you better customization of what options are available to your teams, ensuring greater accuracy on ticket submission and fulfillment.

 

This was a limitation in the past as you could prevent someone from accessing a category, but they could still see the category in the dropdown selections. Now, you can fully customize which categories, sites, and departments a user can access and see based upon their role setting.

 

This enhancement does not change the functionality of the roles and permission setup, however it will be directly influenced by how you have set up your roles. Here are a few examples of how to set this up.

 

Setting up for requester:

 

You may have a Security category that is important for your IT team to access, however, you may not want requesters to submit tickets to the security queue. Now, based on a requester’s role, they will not be able to see this option in the category dropdown when submitting a ticket.

 

To begin restricting the visibility of categories, sites, and departments:

  1. Go to Setup
  2. Locate or create a role for the users for whom you are building the restriction
  3. Build a restriction that prevents them from “managing” the applicable category

 

 

 

 

Setting up for IT service agents:

 

Say you do not want a technician to have access to the Security category, however, you want to give them the ability to create or escalate tickets to that category when needed. You would simply restrict their ability to read the Security category, while giving them the permission to update.  

 

To get this functionality:

  1. Go to Setup
  2. Locate or create a role for the users for whom you are building the restriction
  3. Build a restriction that prevents them from “manage” the applicable category
  4. Give them ability to “create” the same category

 

 

Setting up for non-IT service agents:

 

Say you have an HR service agent that you want to only access submitted HR tickets and requests. However, they will need to submit tickets to other categories or recategorize tickets that were wrongly assigned to the HR team.

 

To get this functionality:

  1. Go to Setup
  2. Locate or create a role for the users for whom you are building the restriction
  3. Give them ability to “update” the category
  4. Give them ability to “create” the category
  5. Give them ability to “manage” incidents that they requested

 

 

For more information on roles and permissions, see this post: https://community.samanage.com/docs/DOC-1337-roles-and-permissions-webinar-take-2

 

As we continue to improve Samanage, we appreciate your feedback. Let us know what you think about this enhancement!

 

 

Your Samanage Team

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