Users, teams and roles
Users Admin / User Registry
Section titled “Users Admin / User Registry”What it is for. It manages the platform users.
When to use it. To create/edit users, assign roles, manage MFA and permissions.
How to open it. From the Settings launcher, User Registry.
What it shows. The user detail in tabs: Info (personal data), Org (position in the organisation), Perms (roles/permissions), Routing (queues/teams), Itypes (enabled ticket types), Tenant (tenant membership).
How to use it. You create/edit the user and assign roles and memberships; bulk operations and MFA management are supported. Users set their own passwords (never the administrator).
What happens next. The user works according to the assigned roles/permissions (The RBAC model).
Team Management
Section titled “Team Management”What it is for. It manages teams and their membership.
When to use it. To create teams, assign members and define tiers (L1/L2/L3).
How to open it. From the Settings launcher, Team Management (system) or Team Manager.
What it shows and how to use it. Teams with their members, tiers and associated queues; membership management.
What happens next. Teams govern ticket assignment and escalation.
Notes. Tier split L1/L2-3; 4 default teams exist when the tenant is created.
Role Catalog
Section titled “Role Catalog”What it is for. It is the role catalogue (source of the RBAC flow).
When to use it. To view/manage the available roles.
How to open it. From the Settings launcher, Role Catalog.
What it shows and how to use it. The list of predefined roles with their scope.
What happens next. Roles can be assigned to users (Users Admin / User Registry, Role Manager).
Notes. The role model is described in Roles and permissions.
RBAC Administration
Section titled “RBAC Administration”What it is for. It configures permissions by role (RBAC).
When to use it. To define what each role can see and do.
How to open it. From the Settings launcher, RBAC Administration.
What it shows and how to use it. The configuration of access profiles and permissions by role (as differences from the default settings).
What happens next. The changes govern visibility (The RBAC model).
Notes. Fail-safe: if a customisation is not available, the default settings apply.
RBAC Capabilities
Section titled “RBAC Capabilities”What it is for. It defines the capabilities (granular actions) linked to roles.
When to use it. To allow/deny individual actions (gates) to roles.
How to open it. From the Settings launcher, RBAC Capabilities.
What it shows and how to use it. The list of capabilities and their assignment to roles.
What happens next. Actions are allowed/denied based on capabilities.
Notes. It combines with the page and hub permissions described in The RBAC model.
Role Manager
Section titled “Role Manager”What it is for. It assigns roles to a user.
When to use it. To add/remove a user’s roles.
How to open it. From Users Admin (Perms tab) or from the RBAC settings.
What it shows and how to use it. The available roles (from the Role Catalog) and those assigned; you select/deselect them.
What happens next. The user’s permissions change accordingly.
Notes. Consistent with the role catalogue (Role Catalog).
Access Matrix
Section titled “Access Matrix”What it is for. It shows the access matrix (roles × hubs/pages/actions).
When to use it. To check at a glance who can do what.
How to open it. From the RBAC settings.
What it shows and how to use it. The visibility/permission matrix by role.
What happens next. It supports access reviews.
Notes. Summary view of The RBAC model.
Tenant Groups
Section titled “Tenant Groups”What it is for. It manages groups/tenants and staffing (per-tenant teams).
When to use it. To configure customer groups and staffing.
How to open it. From the settings / team management.
What it shows and how to use it. The groups per tenant with their members and associated teams.
What happens next. Groups govern visibility and dispatch (e.g. Customer Service, Customer Service, Enterprise Service and ICC).
Notes. 4 default teams per tenant.