Custom Roles

Use this window to define custom roles with various combinations of permissions. To display this window, Click Custom Roles under Settings in Content Administration.

There are recent enhancements to the Custom Roles option. A Reordering roles option accessed through a Reorder Role Hierarchy button is now available in the Custom Roles menu. The button is enabled for users with Workflow Edit permission and is disabled for users without Workflow Edit permission. When a new custom role is created, it is added to the bottom of the role hierarchy if no role is selected. Otherwise, it will be added below the selected role in the role hierarchy. Using the reorder option, you can change the role hierarchy of any custom role.

Other enhancements are:

Users of Workflow Manager role cannot update, add or delete a user of KANA Administrator role and users of roles that have a higher role hierarchy.
Users of Workflow Manager role can now assign the Role property role that has System Administration View or Edit permission or Workflow Administration Edit permission only if that role has a lower role hierarchy.
Users of a custom role with Reset Password permission, but without User Edit permission, can only update passwords of users of any role that has a lower role hierarchy.
Users of a custom role with User Edit permission cannot update users of KANA Administrator role and any role that has a higher role hierarchy.
Users of a custom role with User Edit/Add/Delete permission can only assign Role property to same role and any role that has lower role hierarchy for any user.
Users of a custom role with User Edit/Add/Delete permission can only assign Role property to the same role and any role that has lower role hierarchy when adding a new user.
Users of a custom role with user Edit/Add/Delete permission can only delete users with the same role and any role that has lower role hierarchy.
Users of a custom role with no Create/Edit permission to Rules cannot create a new Rule Group in Queue Screen.

Reordering Roles

The Reorder Role Hierarchy window contains all the roles listed in an order with the out of the box KANA Administrator role at the top followed by the out of the box roles of the Workflow Manager, Content Manager, Agent, and the newly created custom role.

To reorder roles, click the Reorder Role Hierarchy button on the toolbar and follow the instructions provided in Reorder Role Hierarchy.

The Custom Role definition window is divided into the following panes:

Custom Role pane (upper)
Custom Role Definition pane (lower)

Custom Role Pane

Custom Role Name	Displays the name assigned to the role.
Last Modified By	Indicates the user name who last modified the record.
Last Modified Time	Indicates the time when the record was last modified.

Customize Table

Customize Table button is provided at the top right corner of Custom Role Pane. Clicking this button provides a list of columns available to select and display in Custom Role Pane.

By default, 'Custom Roles, Last Modified By & Last Modified Time' columns are selected in Customize Table screen.

Custom Role Definition Pane

Role Name	Indicates the name assigned to roles. Such role names must be unique and within 50 characters in length.
LDAP Group DN	Indicates the LDAP group name assigned to this role. Value can be entered into this field when LDAP is enabled and Authorization is enabled. This field takes the group DN. For Example : CN=JSmith,OU=Texas,DC=acme,DC=com This field cannot be empty and if the full DN is not provided or group base suffix is missing from the value entered then the authorization will be performed against the default group base suffix specified in the config.xml.
Permissions
Mail Client	Indicates whether user has permission to use Mail.
Do not allow message transfer	Prevents agent from transferring messages to the inbox or route any message. When this permission is checked, “transfer to inbox button”, “route button”, “transfer to inbox menu item”, and “route menu item” are disabled in “Find Message Results” and “Customer History” windows.
Do not allow Follow up Messages	Prevents sending the follow up messages. If a user has these permissions, then the follow-up menu item/button will be disabled for the logged in user. This is applicable in 'Outgoing Mail', 'Find Results', 'Customer History' & in 'Message Viewer' screens.
Do not allow Routing Messages	Prevents agent to manually redirect the message using Redir (Redirect) option when this permission is assigned. This is applicable in Recipient list window in Mail Client.
Do not allow High Importance	Prevents agent from using the high importance feature. If a user has these permissions, then the high importance checkbox in mail client will be disabled for the logged in user.
Do not allow Read Receipt	Prevents agent from using the read receipt feature. If a user has these permissions, then the read receipt checkbox in mail client will be disabled for the logged in user.
Do not allow No Answer in Find Results	Indicates the No Answer messages from Find Results window permissions. If this permission is given, then irrespective of whether the message is from user's own department or from hidden department, the user will not be able to No Answer the message from Find Results window.
Do not allow Find Messages	Indicates whether finding the messages in mail client can be done or not. If this permission is given, then user can find the messages in mail client. A custom role can be created with 'Mail Client' permission enabled and find option disabled.
Do not allow Find in message body	Indicates whether the Find functionality in the message body is enabled
Do not show user name in message history	Indicates that the user name is won't get displayed in the message history. i.e., agent cannot see agent details in Message history, Find Results and Customer History windows.
Do not allow Launch Statistics	Indicates whether Launch Statistics is enabled.
Do not allow learning words into dictionary	Indicates whether learning words into dictionary is allowed for mail client. This permission does not control the spell check of admin client.
Do not allow View Content in Browser	Indicates whether View Content in Browser is enabled.
Show Source editor & Preview pane	Enables user to see the Source editor and the Preview pane in the HTML Editor. This permission is enabled by default for the KANA Administrator role and must be selected for all other roles.
Send Campaign messages	Indicates the sending permissions for Campaign messages. If these permissions are given to any custom role the user can send the Campaign messages. By default these permissions are given to Administrator, Workflow Manager and Content Manager roles.
Export Customer List	Indicates the exporting permissions for Customer List. If these permissions are given to any custom role the user can export the Customer List. By default these permissions are given to Administrator and Workflow Manager roles.
Show System Type Custom Fields	Indicates the permissions to show System type custom fields in Mail Client. If these permissions are given to any custom role then the user with that role can view the System type custom fields in Mail Client. By default these permissions are given to Administrator role only.
Add Customer To Address Book	Indicates if the user has permission to add customer on Mail Client to Address Book.
Categories	Indicates if the user has permission to View/Edit/Add/Delete Categories.
Standard Phrases	Indicates if the user has permission to View/Edit/Add/Delete Standard Phrases.
Address Book	Indicates if the user has permission to View/Edit/Add/Delete Address Book.
Templates	Indicates if the user has permission to View/Edit/Add/Delete Templates.
Acknowledgements	Indicates if the user has permission to View/Edit/Add/Delete Acknowledgements.
Email Templates	Indicates if the user has permission to View/Edit/Add/Delete Email Templates.
Custom Fields	Indicates if the user has permission to View/Edit/Add/Delete Custom Fields.
Departments	Indicates if the user has permission to View/Edit/Add/Delete Departments.
Users	Indicates if the user has permission to View/Edit/Add/Delete Users.
Queues	Indicates if the user has permission to View/Edit/Add/Delete Queues.
Rules	Indicates if the user has permission to View/Edit/Add/Delete Rules.
Options	Indicates if the user has permission to View/Edit/Add/Delete Options.
Adapters	Indicates if the user has permission to View/Edit/Add/Delete Adapters.
Reset Password	Indicates if the user has permission to Reset Passwords.
Edit User Queue Assignments	Indicates if the user has permission to assign users to email queues. Roles Hierarchy applies.
Edit Lock or Unlock User	Indicates if the user has permission to lock an active user or unlock a locked user. Roles Hierarchy applies.
Put User On Vacation	Indicates if the user has permission to edit whether or not a user is on vacation.
Agent Reports	Indicates if the user has permission to Execute/Schedule and Edit/Delete Scheduled Agent Reports.
Content Reports	Indicates if the user has permission to Execute/Schedule and Edit/Delete Scheduled Content Reports.
Workflow Reports	Indicates if the user has permission to Execute/Schedule and Edit/Delete Scheduled Workflow Reports.
Admin Reports	Indicates if the user has permission to Execute/Schedule and Edit/Delete Scheduled Admin Reports.
Workflow Administration	Indicates if the user has View Only/Edit permissions to Workflow Administration.
System Administration	Indicates if the user has View Only/Edit permissions to System Administration.
Stuck Message Resolver Only	Indicates if the user has Edit permissions only to the Stuck Message Resolver.
View, Edit, Add/Delete	Select the View, Edit or Add/Delete permissions as appropriate. A user with Edit or Add/Delete permissions cannot update any properties of a user who has a Response Administrator Role.
Execute, Schedule, Edit/Delete Schedule	Select the scheduling permissions as appropriate.
View Only, Edit	Select the administration permissions as appropriate.

How do I add a Custom Role?

How do I edit a Custom Role?

How do I delete a Custom Role?