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User Group

Configuring the User Group

User groups allow you to specify which users can access certain 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 configuring user groups and managing user assignments in Business Portals.

  1. Navigate to the Business Portals – Role Center via Portal Setup in the menu bar.
  2. Select Ticket Setup.
  3. Click on User Groups in the action bar.
  4. To quickly configure user groups, use the action Fill from Default User Group, which allows Business Portals to automatically generate two user groups, namely AGENT and USER.
  5. To create a new user group, click on New and enter a unique code in the Code field for the user group.
  6. In the Label field, use the drill-down button to select or create a new Caption.
  7. In the Badge field, select the appropriate styling, which defines the color of the user group in the web or mobile app.
  8. In the Default field, select whether the created user group should be the default user group.
  9. In the Order field, fill in with appropriate numbering, indicating the order in which the user group will be displayed to web and mobile users. The smaller number will be displayed 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.

  1. Navigate to the Business Portals – Role Center via Portal Setup in the menu bar.
  2. Select Ticket Setup.
  3. Click on User Groups in the action bar.
  4. If you have created a new user group, select it and click on User Group Setup in the action bar to configure your user group.
Field Description
User Group Code Indicates which user group is currently being edited.
Assignments Indicates how many users are assigned to this user group.
User Visibility Indicates the visibility of this user group to other user groups in specific scenarios such as participant selection.
View Interaction History Indicates whether users in this user group are allowed to view the ticket's interaction history.
View User Information Indicates whether the user group is allowed to view information about other users.
View Ticket Metadata Indicates whether the user group is allowed to view ticket metadata information.
Edit Ticket Metadata Indicates whether the user group is allowed to change ticket metadata, such as status or priority.
Create Ticket Indicates whether the user group is authorized to create a ticket.
Assignable to Ticket Indicates whether this user group can be assigned to a new or existing ticket participant.

Allowed Priorities, Statuses, and Types

This section can be configured in a similar manner.

  1. Use the dropdown menu in the specific section to select which status, priority, or type this group is allowed to see and use.
  2. Optionally, the default can be overridden here.

Assigning the User Group to Users

Users must be assigned to a user group to access the functions of the ticketing system, as a set of permissions is required for users to perform certain actions. This section provides guidance on assigning users to user groups in Business Portals.

Automatic Assignment

  1. In the User Groups area, select a group to be assigned to the users of Business Portals.
  2. Click on the action Assign to Business Portals Users in the action bar. This action assigns the selected group to all users of Business Portals (Business Central users).
  3. Select a group to be assigned to the web users.
  4. Click on the action Assign to Web Users in the action bar. This action assigns the selected group to all web users.

Manual Assignment for Web Users

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

Manual Assignment for Business Central Users

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