IPK Management Role: Options Tab
You must set basic security options for the security role. These are partition specific, so Analysts can only access the items within their own partition(s).
Display the IPK Management Security Roles details window, if it is not already on screen.
Select the Options tab
Choose the settings you wish to assign to the security role:
IPK Analyst
This is a global switch for access to the Service Desk functions in ASM Core.
This checkbox must be selected for the Analyst to manage calls.
Closure Comments
Enables an Analyst to add comments at call closure.
This option is only enabled if Comments is selected in IPK Settings (Partitioned). You will then need to close the window and reopen it to enable the option.
Service Alerts
Enables the Service Window in the lower left part of the Call Details Explorer.
Experience Update
Analysts with this role can update a call that is part of the Experience Base
Take Over Calls
Analysts with this role can open and take ownership of calls currently belonging to other Analysts or groups
Log Calls
Analysts with this role can log new calls
Reopen Resolved Calls
Analysts with this role can reopen calls that have been closed as Resolved. (This is applicable when closing calls with closure rules).
Reopen Closed Calls
Analysts with this role can reopen any calls that have been closed
Available Recipient
The Analyst will appear on the list of available Analysts to receive email messages if a call is sent to their group with the Email option selected. They will also receive internal messages relating to calls through the Bulletin Board
Forward Review Default
When the Analyst double-clicks on a call that has been forwarded to them (but not their group) it will open in review mode.
If this option is cleared, the call will open in action mode and if the Analyst double-clicks the call, they will take ownership of it
Group Review Default
When the Analyst double-clicks on a call that has been forwarded to their group (not only to them) it will open in review mode.
If this option is cleared, the call will open in action mode and if the Analyst double-clicks on the call they will take ownership of it
View Others’ Calls
Analysts with this role can view the calls belonging to other Analysts in their partition(s) on the Calls Outstanding window
Copy Update to Child Calls
Analysts with this role are able to copy updates to all linked child calls. See also "Add-Me" from the global search for more information.
View Group’s Calls
Analysts with this role can view the calls belonging to another Analyst in their group on the Calls Outstanding window
View Org Calls
Analysts with this role can view calls for their Organization regardless of the partition.
Search for and open the Call
View History of the Call
View Objects on the Call
IPK Workflow
Analysts with this role can view and use the IPK Workflow Rules Builder.
This option is only available if the IPK Workflow Rules Builder functionality is enabled in IPK Settings
Call Auto Close
Analysts with this role can access the Configuring Call Auto Close Rules functionality, enabling them to view and configure rules for automatically closing calls.
Change Call Partition
Analysts with this role can reallocate a call to another partition to which they have access by selecting the Change Call Partition explorer option on the Call Details window.
This option is only available when Call Details is selected in the partition settings
Object Download
Analysts with this role can view and download an object attached to a call
View Secure Attachments
When enabled, allows analysts with this role to view attachments/objects using the secure PDF Viewer.
Object Update
Analysts with this role can update an object attached to a call.
This option is only available on selection of ObjectDownload.
Object Upload without Take Action
Analysts with this role can upload attachments without first taking over the call.
Object Cancel
If an object attached to a call has been checked out, Analysts with this role can cancel the checkout.
Call Object Version Control must be selected in the IPK Settings to enable this option.
Object Delete
Analysts with this role can delete an object attached to a call.
This option is only available on selection of Object Update.
Charts
Analysts with this role are able to pin multiple copies of charts in ASM core and on the portal.
Service Agreement Override
Analysts with this role can manually override an agreement (such as an SLA, OLA or UC) that is currently attached to a call and replace it with another agreement.
Alemba® recommends extreme caution in giving Analysts this level of security.
Stop Clock
Analysts with this role can ‘stop the clock’ on an agreement (such as an SLA) so that no further time is accumulated on the call (for the purposes of agreement), and no agreement events (such as escalations and breaches of agreements) can occur
SLM Exclusions
Analysts with this role can exclude selected SLM events for agreements linked to calls from reporting. Selecting this option enables the checkbox in the Exclude column in the Service Level Management window accessed through the SLM option on the Call Details Explorer pane
SLM Reporting Exclusions must be selected in the Service Level Management Settings to enable this option.
Bulk Forward Calls
Analysts with this role can forward a group of calls to another Analyst or group in one batch. Select it to enable the Forward button on Call Search and Calls Outstandingwindows.
Bulk Close Calls
Backdate Calls
Analysts with this role can set the start and end time of a call to a date/time prior to the log date/time
Stakeholders Read
Analysts with this role can view stakeholder information within Call Details and Request Details windows
Stakeholders Write
Analysts with this role can edit stakeholder information
Script Admin
Analysts with this role can access scripts and select whether a script is available in the full application, the Portal or both.
Select to enable the Scripting option in IPK Management and the Configured Scripting option in IPK Settings
Default Screen Set
Analysts with this role can log a call using the default call screen set selected for their role by selecting the Call button. If this option is not selected, the Analyst must first select the call screen set that they want to use.
You can specify the call screen set using the Screen Sets tab or IPK Statuses and IPK Streams tabs.
This option is only enabled when Enable Call Screen Set on Explorer is selected in IPK Settings
Default IPK Stream/Status
Analysts with this role can be linked to a default IPK Status and Stream so that they can log calls with the default status and stream with a single-click of the Call button.
You can specify the call screen set using the IPK Statuses and IPK Streams tabs.
This option is only enabled if your system is enabled for the IPK Tiers, that is, when the Enable IPK Streams and Statuses option is selected in the IPK Settings
Administer Call Templates
Analysts with this role can create call templates. Select to enable the Call Template option in the Admin menu.
Acknowledge Event
Analysts with this role can acknowledge a call logged as a result of an incoming event received from a third party system. This feature is used when your system is configured for event management
Call Advanced Search
Enables the Advanced Search option when searching for calls. Analysts with this role can create searches using advanced search functions.
Chat Analyst
Analysts with this permission selected can participate in chats with users, using the Chat feature.
Chat must be enabled and the analyst must be selected in the Self Service Portal Settings (Partitioned) window to participate in chats for every partition in which they wish to chat.
Chat Manager
Analysts with this permission selected can view the Chat Manager window which displays all logged in chat analysts and their status.
View Call Schedules
Analysts with this role can search for and view scheduled calls.
Admin Call Schedules
Analysts with this role can create, edit, and delete scheduled calls.
View Quick Forms
Agents with this role will be able to view and interact with Quick Forms.
Take over of forward/Forced Call Ownership
Analysts with this role force call ownership to the analyst the call is being forwarded to, rather that retaining ownership until the call is actioned. The Current Analyst of the call changes to the analyst it was forwarded to.
Send User Surveys Manually
Analysts with this role are able to send user surveys ad-hoc on any closed call
Call Escalation
Analysts with role are able to manually escalate a call. This will create a new ticket using the specified template and link the escalated call to it, preserving the original ticket and allowing different notifications and actions against the new call.
Export Search View
This feature allows analysts and system administrators to create ad-hoc views for reporting purposes. Simply get the search results with the data you want to see, and then export the view. This can be provided to the reporting team for replication across reports, charts and dashboards.
Nano
Update Without Action
This setting applies only to Nano.
While using Nano, analysts with this setting enabled can update calls without first taking action, and the Take Action button will be hidden.
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