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User Group

Configuring User Group

User Groups allow you to define which users can access specific priorities, statuses, types, and other permissions related to the ticketing system. After configuring a User Group, you must assign the relevant users (web users and Business Central users) to the group to grant them access based on the defined settings. This section provides guidance on how to configure User Groups and manage user assignments in Business Portals.

  1. Click User Groups on the action bar.
  2. To quick configure the user groups, use the action Fill from Default User Group, this will let Business Portals to automatically generate two user groups which are AGENT and USER.
  3. To create a new user group, click on New and write a unique code in the Code field for the user group.
  4. In the Caption field, use the drilldown button to choose or create a new captions.
  5. In the Badge field, choose the appropriate styling, this will define the color of the user group in the web or the mobile app.
  6. In the Default field, choose if the created user group should be the default user group.
  7. In the Sequence field, fill with appropriate numbering, this will indicate in which order the user group will be shown to the web and mobile user. The smaller number will be shown at the top.

Configuring the User Group

User Groups must be properly configured to function correctly. This includes specifying which statuses, types, and priorities the group can use, as well as defining the actions they are allowed to perform, such as editing, viewing, and other permissions. This section guides you through configuring User Groups and their permissions in Business Portals.

Field Description
User Group Code Specifies which user group are currently edited.
Assignments Specifies how many users are assigned to this user group.
User Visibility Specifies the visibility of this user group for other user groups in certain scenarios such as participant selection.
View Interaction History Specifies if this user group users are allowed to view the interaction history of the ticket.
View User Information Specifies if the user group are allowed to view other users information.
View Ticket Metadata Specifies if the user group are allowed to view the ticket metadata information.
Edit Ticket Metadata Specifies if the user group are allowed to change the ticket metadata, such as status or priority.
Create Ticket Specifies if the user group are allowed to create a ticket.
Assignable to Ticket Specifies if this user group are allowed to be assignable to a new or existing ticket participant.

Allowed Priorities, Statuses, and Types

These section can be configured in a similar way.

  1. Use the dropdown in the specific section and choose which status, priority, or type that this group are allowed to see and use.
  2. Optionally, the default can be overwritten here.

Assigning the User Group to Users

Users needs to be assigned to a user group to be able to be able to access the ticket system feature, as a set of permission is required for users to be allowed to do specific things. This section provides guidance on how to assign users to aUser Groups in Business Portals.

Automatic Assignment

  1. In the User Groups area, select a group to be assigned for the Business Portals users.
  2. Click on the Assign to Business Portals users action in the action bar. This action will assign all Business Portals user (Business Central user) to use the selected group.
  3. Select a group to be assigned for the web users.
  4. Click on the Assign to web users action in the action bar. This action will assign all web user to use the selected group.

Web User Manual Assignment

  1. Navigate to Business Portals - Web Users.
  2. Select on a user that needs to be assigned.
  3. On the General tab, a User Group field will be shown, change this field to a desired user group for the user.

Business Central User Manual Assingment

  1. Navigate to Business Portals - Users.
  2. Select on the user that needs to be assigned.
  3. Use the Business Central Edit List function, then change the User Group field by using the dropdown and select the desired user group for the user.