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User Roles & Feature Access

Overview

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

Watch this video to find out more:

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:

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

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

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:

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

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

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

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.