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).

Before you start

You must have Security Roles setup selected in the Admin tab of your own General Access security role before you can assign or remove permissions for any security roles.

  1. Display the IPK Management Security Roles details window, if it is not already on screen.

  2. Select the Options tab

  3. 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.

Select to save the changes and close the window. Provide the Change Reasons if prompted to do so. Alternatively, select another tab, if appropriate.

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