Setting Up ER Case Access

Configure Case Access Page

RC_ER_ROLE_MAP

To set up a new mapping between display templates defined under ER family and ER user roles.

Role Name

The role created for ER. The defined ER roles are:

• ER HelpDesk Agent: Users with this role have Read/Write permission to access ER Case component. ER HelpDesk Agent will have read-write access to a case by default based on its role. However, such access can be overridden on a case by associating a different case access template to him.

• ER HelpDesk Administrator: Users with this role has got Read/Write permission to access all ER Case components.

• ER HelpDesk Manager: Users with this role has got Read/Write permission to access all ER Case components.

• ER Case Panelist: Users with this role have Read/Write permission to access Case Notes page, whereas read-only access to any other RC_CASE component pages. The ER Case Panelist should have access to My Assigned Cases tile only.

Primary

Select to set the default Case Access, incase multiple display templates are added to the role.

When someone is added as case assignee, then by default the primary case access template is associated to that person which defines the type of access he will have on that case. However, same can be overridden with another non-primary case access template that his underlying role has been mapped to.

Display Template ID

Select the access template for the ER case.

An administrator can add as many display templates with different configurations which they feel the users with such roles should be restricted with.

Case Access

Enter the access information based on the Case Access templates. This will be displayed in Case Access field in “Case Assignment and Access“.