Access control

CDESK recognize 4 access levels for knowledge base:

  1. Without access

  2. Reading their own and shared + create their own records - this option allows the operator to read his own records and those that have been shared with him 

  3. Reading all + create their own records - allows the operator to read all records

  4. Full access - no limits, default setting for all maintainer accounts

Creating custom records doesn´t mean just creating new knowledges, but also adding solutions and comments to all entries which can be accessed.

Setting access to knowledge base for operators

Access settings can be found in Admin zone -> Users -> Operators and groups -> choose operator -> tab General settings -> section Advanced operator settings -> Access to Knowledge Base.

Default settings are as follows: 

- helpdesk - regular, technician - general: Reading their own and shared + create their own records

- technician - regular, helpdesk - specialist, helpdesk - supervisor: Reading all + create their own records

Setting the access level for operators

Image: Setting the access level for operators

 

Setting access for customers

Access for customer accounts can be set by maintainer or operator with adequate permissions in Admin zone -> Users -> Customer`s accounts -> choose customer`s account -> tab General settings -> section Settings of main accesses -> Access to Knowledge Base

Default setting is none.

Setting the access level for customers

Image: Setting the access level for customers

 

Setting the knowledge accessible for chosen accounts

After saving a new knowledge in knowledge base, multiple tabs will appear in it`s details page. One of these tabs is:

Accessible to account - each knowledge can be set accessible for reading for other operators or customer`s accounts. Any account with access level of at least 2 can be added (Reading their own and shared + create their own records)

Setting the knowledge accessible for chosen operators or customers

Image: Setting the knowledge accessible for chosen operators or customers