Administration › Security and Role Management › Support Automation Access Control › Create an Analyst Access Level

Create an Analyst Access Level

You can create access levels for Support Automation analysts. Access levels define which queues, automated tasks, and tools analysts use in the Support Automation Analyst Interface.

To create an analyst access level

1. Select Security and Role Management, Support Automation Access Control from the Administration tab.

   The Support Automation Access List page appears.

2. Click Create New.

   The Create New Support Automation Access Level page appears.

3. Enter the analyst name, select Analyst from the drop-down list, and click Save.

   The Support Automation Access Level page appears.

4. Click Edit.

   The Update Support Automation Access Level page appears.

5. Assign the appropriate permission, queues, and tools for the access level.
   • Allow to Join Existing Session
   • Allow to use Automated Tasks IDE

     Important! If you are in a multi-tenancy environment and want to allow analysts that belong to the Service Provider tenant to upload task and library content, their role must have enabled the Update Public option.

6. Click Update Queues on the Queues tab.

   The Queues Assigned Update page appears. You can add the queues this access level can select.

   Note: You can select a queue and click Set Default Queue to set the desired queue as default. The default queue displays at the top of queue list in Support Automation Analyst client. If you do not set a default queue, the queue list displays in alphabetically order.

7. Click Update Tools on the Tools tab to modify the tools this access level can use.

   The Tools Assigned Update page appears.

8. Click Update Target Queues on the Transfer Target Queues tab to modify the queues this access level can select.

   The Target Queues Assigned Update page appears.

9. Click Update Tasks on the Automated Tasks tab to modify the automated tasks this access level can select.

   The Automated Tasks Assigned Update page appears.

10. Click Save.

    The analyst access level is created.

More information:

Create an End User Access Level

Update a Support Automation Access Level