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When branded owners are in use, you may have admin users on the top level owner which are able to manage customer accounts in branded owners below the top level owner. As of EngageIP 8.3.6 the way the hierarchy works has changed. If you wish to assign permissions to top level accounts which can manage branded owner accounts below, you first need a role with appropriate permissions on the top level owner. Also you MUST have the roles listed that the admin user can manage in 'Roles that can be added by this role'. If a role is not in that list, the admin user who has that role applied to their account will not be able to manage accounts with roles NOT defined in 'Roles that can be added by this role'.

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• Top Owner Role:

  • CSR Role

    • Roles that can be added by this role:

      • Customer

  • Branded Owner

    • CSR Role

      • Roles that can be added by this role:

        • Customer

Role Configuration

Definitions:

Name - descriptive name of the role, for example 'Customer Support', 'CSR', 'Support Manager'
Contact Type - contact to be used for emailing when EngageIP sends emails from reports or when
billing
Ticket Assignable - this tells the system that accounts with this role can have tickets assigned
directly to them. i.e. Customers would not usually have this selected as you don't want to assign a
ticket to them (you can create a ticket on the customer, but assigning it to them would usually mean
they need to resolve the ticket)
Password Change - describes the number of days after which the password must be changed. This
is a good security measure
Password Length - describes the required minimum length of the password when adding accounts
with this role or when the user updates his or her password
Password with Numbers - allows forcing the use of letters and numbers rather then just letters
Default Account Creation Status - this defines the status of an account when its first created.  i.e. if
you click 'Account' link to add the account, by default you may want the account to start as disabled.
This option allows you to define that
Password History length - this defines the number of historical passwords the system remembers
so that you do not use the same password over and over. This number describes how many periods
based on the value in 'Password Change'
Force Password Change After First Login - this will ensure that at first login, the account user
updates his or her password
Failed Login Limit - if when logging in, the user types the password incorrectly, this limits the number
of attempts. i.e. if they attempt incorrectly 5 times as shown in the image below, they would be locked
out for 1 hour before being able to login again
Lockout Duration - amount of time that an account will be prevented from logging in. In the case in
the image below, 1 hour is set.

Steps to Create a New Role

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1. Click the Setup tab

2. Under the Accounts and Roles heading click Roles

3. Click the Add button

4. Enter a descriptive Name for the role that defines the position
   

   

5. Fill in the detail as needed based on the definitions provided above

6. Click Save

7. The last step is to setup permissions which is covered below

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To import a predefined set of roles, download the attached XML import files in the Sample Roles section below. These will define one role each with a set of 'standard' permissions that might be used for said role.

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The second row imports the Role itself based on the name (ensure that you do not already have a role with this name imported. If you do, you can remove this line from the XML)

The third row represents the actual permission name. Do not update the permission name here as it is explicit based on naming conventions within EngageIP. Once you have imported the permissions, you can then add / remove specific permissions on the role.

Import Process

1. Download the role file attached in the Sample Roles section below

2. Edit the XML files

   1. copy one set of permissions at a time

   2. do a search replace for the dynamic  'Logisense Corporation' owner and replace it with the Owner name  you name you wish to import the roles under

   3. update the Role names if needed in the XML file (these can be updated after importing as well)

   4. save this as a new .xml file with the appropriate role name

   5. import using the migrator tool residing on the webserver as documented here: Data Migration Utility

Sample Roles

Role_Office_Manager

Role_Customer_Service_Rep

Role_Network_Operations

Role_Technical_Support_Manager

Role_Technical_Support

Role_Agent

Role_Payment_Center_Rep

Role_ReadOnly