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Roles

Related products:Freshservice
  • July 26, 2022
  • 3 replies
  • 46 views

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Idea 1:

Currently, roles can only be assigned directly on the agents. However it would be much better if we also could assign roles to groups so that all group members get correct roles. This would simplify maintenance and provide more integrity to access management in the system. 

 

Idea 2:

Add the ability to see/review which agent has what role without needing to go in to each agent record.

3 replies

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  • Contributor
  • December 18, 2024

Giving this a slight bump as this is still relevant especially since new permissions in roles keep popping up every other month. 


Tabitha
Top Contributor ⭐
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  • Top Contributor ⭐
  • December 23, 2024

Agreed, lots of time spent managing individual users when the full group needs to be updated.


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Expanding on Idea 2 above:  The ability to administer roll assignments for agents directly from the role editing screen would be a good convention to make this easier. 

Role/Permissions management should allow standardized assignment.  When every agent has to be individually assigned roles, this invites inconsistency and misconfiguration, leading overall to more risk.