User Rights management in Support Desk plus
I am somewhat confused by the way userrights are assigned in SD+.
As far as i understand there are 4 types of users: Contacts, Admins, AccountManagers and SupportReps.
Contacts can access the selfsupport portal to make requests and view public solutions. Their rights are assigned by the predefined SDGuest role?? and as such cannot be changed?? Nor can a user defined role be added to them ??
AccountManagers can view requests assigned to them and their rights cannot be modified in any way and are not based on any pre or user defined role
Administrators is a role that can be assigned to supportreps only by ticking the admin rights checkbox in their profile. I assume this grants them the rights as set up by the predefined SDAdmin role??
Supportreps can be assigned roles that can be created and modified in the roles section. This seems straightforward except that i can only assign 3 of the 4 predefined roles. SCPSalesRep is not in the list so I assume its assigned by default. It seems pointless to be able to assign SDguest to a support rep and SDAdmin can be assigned by ticking the box.
What I really dont understand is why in the predefined SDGuest and SDAdmin and SDReport i can change the requests Support reps have the right to work on. This seems totally unrelated to the SDguest account.
The admin guide provides little or no help on the issue except how to fill in the forms.
I am trying to get a guest to view public solutions but have not been able to get this to work.