The permissions for the service Problem Solver can be set individually for each user. Learn here how these permissions are defined and which combinations are possible.
Customer responsible vs. team member
The following permissions can be assigned by the user-administrator (UMAdmin):
- A user is defined as customer responsible (WRITE): He can view and edit all complaints.
- A user is defined as a customer responsible (READ): He can see all complaints, but cannot edit them.
Customer responsibles with write access for the concerned customer and/or the team leader of the corresponding complaint can define team members. The following options are available:
- A user has been defined as team member (WRITE): He can view and edit this single complaint.
- A user has been defined as a team member (READ): He can view this sinlge complaint, but cannot edit it.
Possible combinations
- A user is defined as customer responsible (WRITE) and team member (WRITE): He can view and edit all complaints.
- A user is defined as customer responsible (WRITE) AND team member (READ): He can view and edit all complaints - the customer responsible setting prevails.
- A user is defined as customer responsible (READ) and as a team member (WRITE) for a specific complaint: He can view all complaints, but can only edit this single complaint.
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A user is deposited as customer responsible (READ) and has been defined as team member (READ): He can view all complaints, but cannot edit them.
To help a team member know that he / she has been assigned to a complaint, there is the option of notifying these newly assigned members by email when the 8D report is sent ("You were assigned to complaint xyz as team member").