User Roles & Feature Access

Overview

Enate allows for a granular level of granting access to people based on their role and business requirements.

This is done by assigning a role to a user. Each role has a number of access options configured for it which determine what they can see and do in Enate. Every user must have a Work Manager role, but only the users who need to access Builder need to have a Builder role.

Watch this video to find out more:

There are a number of standard pre-configured roles available that give your users various levels of access to Work Manager and Builder.

If a standard role doesn't quite fit the bill, you can create custom roles that allow you to fine-tune levels of access to give users the exact combination of access levels they need.

Custom roles might be particularly useful in the following circumstances:

• In Work Manager: You may wish to create a custom role for your more senior team members which falls part-way between the standard 'Team Leader' and 'Team Member' roles, giving them access to some Team Leader-like features without needing to have them fulfil that role entirely.

• In Builder: Custom roles can be very useful in larger organizations where you might want to delegate e.g. user management or localized Case/Ticket maintenance access in Builder to more local resources, while keeping shared configuration activities for master data to a more select few people.

How to assign a role to an existing user

You can assign the relevant roles to a user in the Service Agents section of Builder by:

1. Clicking to edit a user and then selecting the relevant roles from their access tab OR

1. Clicking on the user's role directly from the grid of user accounts, on the 'Operational Role' or 'Builder Role' column. This will then bring up the user's access tab:

Users can be given two roles: they must have an Operational role which grants them access to the relevant features in Work Manager and, if they need to access Enate Builder, they can be given a Builder role too. This Builder Role will give them access to build and maintain the data which underpins your business processes in Enate. The majority of your user base will likely be assigned with just an operational role, but your administrators, business analysts and some operational super users will also be assigned a Builder role. If you do not assign a Builder role to a user, they will not be able to access the Builder app.

One thing that is important to note is that a user is not able to edit the access levels of the role they have been assigned, nor are they able to assign themselves a new role. This must be done by another user.

What happens if I change a user's role while they are logged into the system?

If you change a user's role while they are logged into the system, the user will be automatically logged out with a warning message stating that their user session has ended. When the user logs back into the Enate system, they will be able to see and access the features that have been enabled for the new role they have been assigned.

If you edit the details a user's role while they are logged into the system, they will not be automatically logged out of the system, but they will not be able to use or see the changes to their role until they have logged out and logged back into the system.

How to view, create and maintain user roles

You can view, create and maintain your user roles in the new User Roles section of Builder - click on User Management and then select User Roles from the dropdown.

Here you will see the standard roles available in the system, as well as any custom roles you have and this is where you can create and maintain your custom roles.

Clicking on a user role will bring up the details for that role, including its name, description and access to which features are enabled for it.

Note that you will not be able to edit the name, description or feature access for standard roles.

Standard Roles

Enate provides some standard pre-configured roles to give your users access to the various Work Manager and Builder features that they need, which already have a variety of feature access options enabled. The feature access options for these standard roles cannot be edited.

Work Manager Standard Roles

There are two standard operational roles:

• Team Member - this is for Agent users who process Tickets, Actions & Cases

• Team Leader - this is for senior members who manage a Team and set Queues they oversee

The table below shows access to which features are enabled for team member and team leader roles

Feature Access Area	Feature Access Name	Team Member	Team Leader
Work Item Creation	Can Create Individual Work Items	Yes	Yes
	Can Bulk Create Work Items	No	Yes
Work Item Assignment	Can Assign to Anyone	No	Yes
	Can Assign to Themselves	Yes	Yes
	Can Unassign	No	Yes
Work Item Options	Can Override Due Date	Yes	Yes
	Can Split Tickets	Yes	Yes
	Can Merge Tickets	Yes	Yes
	Can Convert to Case	Yes	Yes
	Can Edit Defects Logged by Others	Yes	Yes
	Can Edit Time Tracker Entries Logged by Others	No	Yes
	Can Access Custom Data in Peer Review Actions	Yes	Yes
	Can Delete Email Attachments	No	No
Queues & Team Members	Can View Queues & Team Members	Yes	Yes
	Can Work on Items Outside their Queues	Yes	Yes
	Can Set Up Team & Queues	No	Yes
Email View Options	Can Access Email Inbox, Sent Items & Outbox	Yes	Yes
	Can Access Unprocessed Emails	Yes	Yes
	Can View Blocked Email Addresses	Yes	Yes
	Can Edit Blocked Email Addresses	No	Yes
Contacts	Can Access Contacts Page	No	No
Advanced Search	Can Access Advanced Search Page	Yes	Yes
	Can Export Advanced Search views to Excel	No	No
Reports	Can Access Reports	Yes	Yes
	Can Create Custom Reports	No	Yes

Builder Standard Roles

There are three standard Builder roles:

• Local Builder - this provides more limited access to configure Ticket & Case processes

• Master Builder - this provides users with access to create shareable master data, configure processes and set live

• System Administrator - this provides full access to all configuration features in Builder, including integrations

The table below shows access to which features are enabled for the standard Builder roles:

Feature Access Area	Feature Access Name	Local Builder	Master Builder	System Administrator
Edit Business Entities	Companies	Yes	Yes	Yes
	Contracts	Yes	Yes	Yes
	Service Lines	No	Yes	Yes
	Services	Yes	Yes	Yes
Edit Processes	Cases	Yes	Yes	Yes
	Tickets	Yes	Yes	Yes
Edit Shared Process Data	Action General Settings	No	Yes	Yes
	Action Types	No	Yes	Yes
	Allocation Settings	No	Yes	Yes
	Case Types	No	Yes	Yes
	Due Date Settings	No	Yes	Yes
	Ticket Categories	No	Yes	Yes
	Ticket Types	No	Yes	Yes
Edit Queues	Queues	Yes	Yes	Yes
Set Tickets & Cases Live	Set Tickets & Cases Live	No	Yes	Yes
Edit Scheduling	Fixed Frequency Schedules	Yes	Yes	Yes
	Schedules	Yes	Yes	Yes
	Schedule Structures	No	Yes	Yes
Edit Calendars	Calendars	Yes	Yes	Yes
Edit Custom Cards & Data	Custom Cards & Data	Yes	Yes	Yes
Access User Management	Robot Farms	No	No	Yes
	User Roles	No	No	Yes
	User Groups	No	No	Yes
	Users (Service Agents & Self Service Users)	No	No	Yes
Edit Mailbox Settings	Email Routes	Yes	Yes	Yes
	Email Connectors	No	Yes	Yes
Edit Email Content	Canned Responses	No	Yes	Yes
	Email Templates	No	Yes	Yes
System Settings	System Settings	No	No	Yes
Edit Integrations	Marketplace Configurations	No	No	Yes
Edit Localizations	Localizations	Yes	Yes	Yes
Delete Items	Delete Items	Yes	Yes	Yes

Custom Roles

If the standard roles don't quite match your organization's needs, you can create custom roles and customize the levels of access within the role.

You create and maintain custom roles from the User Roles section of Enate Builder.

To create a custom role for Work Manager, click the '+ Create New Custom Role' option in the Operational Roles tab, and to create a custom role for Builder, click the '+ Create New Custom Role' option in the Builder Roles tab.

You can create a brand new custom role in two ways:

• Option 1 - From scratch, starting from a blank role where you will need to populate all your desired role data

• Option 2 - By cloning an existing role (standard or custom) and adjusting the data accordingly. This option is useful if you only want to make a slight adjustments to an already existing role.

Whether creating from new or cloning from existing, proceed by giving your new custom role a name, description and then select what features you want the role to access. Once you have created your role be sure to save it before exiting the page.

Access Options Available

There are a large number of access options available to choose from when you are defining a role's access to the various features in Enate. The full list of operational access options are listed below.

Note that if access to a feature has not been given, the option/button for that feature will be hidden.

Work Manager Access Options

Feature Access Area	Feature Access Name	Detail
Work Item Creation	Create Individual Work Items	This gives the user access to the following features: the 'Create Work Items' feature creating a new work item from the Contact Activity Page splitting a Ticket (as this results in the creation of two or more brand new work items) converting a Ticket into a Case (as this creates a brand new Case) sending an email to another internal team that is using Enate that will result in the creation of a new work item for that team. Creating a new linked Case or Ticket Creating a Sub-Case Creating a new work item from an unprocessed email Note that users can still use the merge item feature and they can still create links between existing work items.
	Bulk Create Work Items	This gives the user access to use the bulk create feature. Note that the 'Create Individual Work Items' option must be enabled for this 'Bulk Create Work Items' option to be enabled.
Work Item Assignment	Assign to Anyone	This gives a user access to assign or reassign a work item to someone else in their team, either from the homepage or from within the work item itself.
	Assign to Themselves	This gives a user access to assign or reassign a work item to themselves, either from the homepage or from within the work item itself, or from Quickfind.
	Unassign	This gives a user access to unassign a work item, either from the homepage or from within the work item itself.
Work Item Options	Override Due Dates	This gives a user access to override the due date of a work item from within the work item screen by clicking on the due date in the header and changing the date in the resulting pop-up (if the work item has been set up in Builder to allow the due date to be overridden).
	Split Tickets	This gives a user access to use the split Tickets feature. Note that the 'Create Individual Work Items' option must be enabled for this 'Split Tickets' option to be enabled.
	Merge Tickets	This gives a user access to use the merge work items feature.
	Convert to Case	This gives a user access to use the converting a Ticket to a Case feature. Note that the 'Create Individual Work Items' option must be enabled for this 'Convert to Case' option to be enabled.
	Edit Defects Logged by Other	This gives a user access to edit, mark as resolved and delete defects that have been logged by other people. Note that even without this access option, users are still able to add a new defect and edit, mark as resolved and delete defects that were added by themselves.
	Edit Time Tracker Entries Logged by Other	This gives a user access to edit the time entries in the time tracker card that have been logged by other people. Note that a user will always be able to modify their own time entries regardless of this access option.
	Access Custom Data in Peer Review Actions	This gives a user access to edit custom card data in a Peer Review Action. Note that even without this permission, users are still able to view custom card data and to choose if the review was a Pass, Fail or was Unable to be completed.
	Delete Email Attachments	This gives a user access to delete an email attachment from the files tab section of a work item.
Queues & Team Members	View Queues & Team Members	This gives a user access to view their Queues and Team Members in the Team Bar, as well as access to view their team's work or owned work via the 'Team Work Inbox' and 'Team Owned Work' filters on the homepage grid.
	Work on Items Outside Their Queues	This gives a user access to work on items assigned to any Queue (permissions permitting), as opposed to only being able to work on items which are specifically assigned to Queues that they are a part of. Note that users will still be able to work on items that are not assigned to a Queue. Additionally, if this option is switched off users can continue to work on items which were already assigned to them that are not in their Queues. These items can be unassigned from the user manually.
	Setup Team & Queues	This gives a user access to the team and Queues setup features via the 'Queues' page from the nav menu.
Email View Options	Access Email Inbox, Sent Items & Outbox	This gives a user access to the Email Inbox, Sent Items and Outbox features, available from the nav menu.
	Access Unprocessed Emails	This gives a user access to the Unprocessed Emails feature, where users can review the unprocessed emails that have arrived into the system and decide how to deal with them (i.e. creating a work item from the email or deleting the email). Note that if the 'Create Individual Work Items' access option setting is not enabled, users will not be able to create a work item from an unprocessed email, they will only be able to delete them.
	View Blocked Emails Page	This gives a user access to view the blocked emails page and therefore access to view information for emails that have been blocked. Note that this access option does not give users the ability to edit blocked emails information - they will need the 'Edit Blocked Email Address Entries' access option to be switched on as well.
	Edit Blocked Email Address Entries	This gives a user access to edit the information for emails that have been blocked in the blocked emails page. Note that the 'View Blocked Emails Page' access option must be enabled in order for the 'Edit Blocked Email Address Entries' access option to be enabled.
Contacts	Access Contacts Page	This gives a user access to the Contacts page where they can view and manage external contacts, available from the 'Contacts' option in the nav menu.
Advanced Search	Access Advanced Search	This gives a user access to the Advanced Search feature where they can create search views of work item data in their business area.
	Export Advanced Search Views into Excel	This gives a user access to the Export to Excel feature in the Advanced Search page that allows users to export their Advanced Search views into Excel. Note that the 'Access Advanced Search' option must be enabled in order to enable the 'Export to Excel' option.
Reports	Access Reports	This gives a user access to the Reports feature, available from the nav menu, where they can view and edit reports to visualize desired data. Note that in order to enable this option, you must select at least one report the users in the role will be able to access from the resulting Report List option.
	Create Custom Report	This gives a user access to the advanced features on the Reports page - they can create brand new visuals and delete existing visuals. Note that the 'Access Reports' option must be enabled in order to enable the 'Create Custom Reports' option.
Report List	Choose which reports the role will be able to access	This allows you to choose which standard report(s) you want the users in the role to be able to access. You must select at least one. Note that the Report List will not appear as an option until the 'Access Reports' option has been enabled.

Builder Access Options

The full list of Builder access options are listed below.

Note Builder access options only provide access to edit the relevant information. All information in Builder is still available as read-only. The only exception to this rule is that access to view information about users - service agents, robots and self service users - is dependent on the Builder option for security reasons.

Additionally, all users (who are not robots) who have access to Builder are able to access and edit Application Credentials (found under User Management).

Builder Access Area	Feature Access Name	Detail
Edit Business Entities	Customers	This option gives users access to create & edit customer information in the service matrix screen.
	Contracts	This option gives users access to create & edit contract information in the service matrix screen.
	Service Lines	This option gives users access to add and to edit service lines from the service lines screen. Note that Ticket Category details for a service line can still be edited by users without the 'Service Lines' access option if the 'Ticket Categories' access option is enabled for them.
	Services	This option gives users access to create & edit service information in the service matrix screen.
Edit Processes	Cases	This option gives users access to create and edit Case processes. With this access option, users can: Create a brand new Case process Clone from an existing Case process Add, move and delete existing Action types in series, parallel or in conditional flows Add and edit general Case information in the Case info tab. Note that where applicable, they will only be able to choose from existing settings i.e. they will be able to add existing due date settings and allocation settings to the Case process, but will not be able to create new settings or edit the information within them as access to do so is controlled by different access setting options ('Allocation Settings' and 'Due Date Settings' in 'Edit Shared Process Data'). Add and edit Action information in the various Action info tabs. Note that where applicable, they will only be able to choose from existing settings i.e. they will be able to add existing due date settings, allocation settings and general Action settings to the Case process, but will not be able to create new settings or edit the information underlying them as access to do so is controlled by different access setting options ('Allocation Settings', 'Due Date Settings' and 'Action General Settings' in 'Edit Shared Process Data'). Add existing custom cards to the Case and its Actions Restore a retired process View the activity history of the Case Decide whether to allow the Case to be started from the Contact Activity page in Work Manager Decide whether to allow the Case to be started from Self Service Save their updates Note that this access option does not allow users to: Create new Action types from the Case screen - this access is dependent upon the 'Action Types' access option under 'Edit Shared Process Data' Set the Case process live - this access is dependent upon the 'Set Tickets & Cases Live' access option Create new or update existing allocation settings, due date settings and general action settings. They will only be able to choose from existing settings as access to create or edit these settings is controlled by different access setting options ('Allocation Settings', 'Action General Settings' and 'Due Date Settings' in 'Edit Shared Process Data').
	Tickets	This option gives users access to create and edit Ticket processes. and With this access option, users can: Create a brand new Ticket process Clone from an existing Ticket process Add existing Ticket categories into the Ticket process Add and edit Ticket category information. Note that where applicable, users will only be able to choose from existing settings i.e. they will only be able to add existing due date and allocation settings, and will not be able to create new categories or edit the information underlying existing categories as access to do so is controlled by different access setting options (the 'Ticket Categories' access setting option in 'Edit Shared Process Data') View the activity history of the Ticket process Decide whether to allow the Ticket process to be started from the Contact Activity page in Work Manager Add existing custom cards and email templates Decide whether to allow the Ticket to be started from Self Service Save their updates Note that this access option does not allow users to: Create new Ticket categories - this access is dependent upon the 'Ticket Categories' access setting option under 'Edit Shared Process Data' Set the Ticket process live - this access is dependent upon the 'Set Tickets & Cases Live' access setting option Create new or update existing allocation settings or due date settings. They will only be able to choose from existing settings as access to create or edit these settings is controlled by different access setting options ('Allocation Settings' and 'Due Date Settings' in 'Edit Shared Process Data') Create new or update existing Ticket categories. They will only be able to choose from existing categories as access to create or edit Ticket categories is controlled by different access setting options (the 'Ticket Categories' access setting option in 'Edit Shared Process Data')
Edit Shared Process Data	Action General Settings	This option gives users access to create and edit Action General Settings in Case processes. Note that the 'Edit Cases' access option under Edit Processes must be enabled in order for a user to edit Action general settings.
	Action Types	This option gives users access to create and edit Action types from either the service line screen or from within a Case process.
	Allocation Settings	This option gives users access to create and edit allocation settings for processes, regardless of their access to edit Cases or Tickets. Note that either the 'Edit Cases' or 'Edit Tickets' access options under Edit Processes must be enabled in order for a user to edit allocation settings.
	Case Types	This option gives users access to create and edit Case types from either the service matrix screen or from the service line screen.
	Due Date Settings	This option gives users access to create and edit due date settings for processes, regardless of their access to edit Cases or Tickets. Note that the 'Edit Cases' or 'Edit Tickets' access options under Edit Processes must be enabled in order for a user to edit due date settings.
	Ticket Categories	This option gives users access to create and edit Ticket categories, either from the service line screen or from within a Ticket process itself.
	Ticket Types	This option gives users access to create and edit Ticket types from either the service matrix screen or from the service line screen.
Edit Queues	Queues	This option gives users access to create and edit Queues, either from the process allocation settings or from the Queues section in System Settings.
Set Tickets & Cases Live	Set Tickets & Cases Live	This option gives users access to set Cases and Tickets live, both from within the process itself and from the service matrix.
Edit Scheduling	Triggers	This option gives users access to create and edit triggers - these allow you to drive Case creation based on a repeating frequency to trigger automatic creation.
	Schedules	This option gives users access to create and edit schedules.
	Schedule Structures	This option gives users access to create and edit schedule structures - .
Edit Calendars	Calendars	This option gives users access to create and edit working calendars - working calendars are linked to contracts and are used in day to day processing of work items to help determine precise due dates.
Edit Custom Cards & Data	Custom Cards & Custom Data	This option gives users access to create and edit custom data and custom cards.
Edit User Management	Robot Farms	This option gives users access to create and edit robot farms, accessible when creating or editing a robot user account. Note that the 'Users (Service Agents, Robots & Self Service Users)' access option must be enabled in order for a user to edit robot farm data.
	User Roles	This option gives users access to create and edit user roles. Note that a user with this access option will not be able to edit their own user role.
	User Groups	This option gives users access to create and edit user groups.
	Access & Edit Users (Service Agents, Robots & Self Service Users)	This option gives users access to view, create and edit service agents, robots and Self Service users.
Edit Mailbox Settings	Email Routes	This option gives users access to create and edit email routes.
	Email Connectors	This option gives users access to create and edit email connectors, as well as access to view, create and edit an Office 365 integration where you can sync Enate to Office 365 email boxes, available in the System Settings page. Note that without this 'Edit Connectors' access option, the Office 365 Integration will be hidden in the System Settings page.
Edit Email Content	Canned Responses	This option gives users access to create and edit canned responses.
	Email Templates	This option gives users access to create and edit email templates.
Edit System Settings	System Settings	This option gives users access to create and edit system settings. These are the settings that take effect across the entire system and includes general settings, defect parties, file tags, suppliers, contact tags, password policy and SSO settings. Note that users will not be able to create and edit Queues from here unless the 'Queues' access option has also been enabled. Additionally, note that the Office 365 integration, where you can sync Enate to Office 365 email boxes, will be hidden unless the 'Edit Connectors' access option is enabled.
Edit Integrations	Marketplace Configurations	This option gives users access to create and edit app integration configurations in Enate Marketplace.
Edit Localizations	Localizations	This option gives users access to create and edit localizations.
Delete Items	Delete Items	This option gives users access to delete objects that they have edit permissions for. Note that you cannot enable the Delete option without having enabled one of the edit options first for Builder Roles.