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I've created a help desk portal. I created two rules, "user" (for ordinary users) and "admin" (for managers). "user" can only create the cases and interact with the analysts while the admin besides being able to create and interact in their own cases, can also see and interact with all the cases of all the other users of the same portal.
For "user" I denied all alternatives except:
Cases: enabled
Create: YES
Read: OWN
Edit: NO
Exclude: NO
Stream: OWN
For "admin" I denied all alternatives except:
Cases: enabled
Create: YES
Read: ACCOUNT
Edit: NO
Exclude: NO
Stream: ACCOUNT
All users of the portal had their profiles associated with the same account, but both "admin" users can not see all created cases (his and the other users).
I'd also like to add some graphics with some service metrics just for "admin" users, but when I add in the portal settings, both "admin" and "user" users can see.
I've been thinking that it might be best to create users regularly rather than the portal, associate them with an account, and limit their privileges through team and rule settings.
I'm confused, what's the best alternative?
For "user" I denied all alternatives except:
Cases: enabled
Create: YES
Read: OWN
Edit: NO
Exclude: NO
Stream: OWN
For "admin" I denied all alternatives except:
Cases: enabled
Create: YES
Read: ACCOUNT
Edit: NO
Exclude: NO
Stream: ACCOUNT
All users of the portal had their profiles associated with the same account, but both "admin" users can not see all created cases (his and the other users).
I'd also like to add some graphics with some service metrics just for "admin" users, but when I add in the portal settings, both "admin" and "user" users can see.
I've been thinking that it might be best to create users regularly rather than the portal, associate them with an account, and limit their privileges through team and rule settings.
I'm confused, what's the best alternative?