Managing Access & Permissions
Symphona offers a sophisticated permission management system with multiple layers, providing flexibility to configure permissions according to the specific needs of both large and small teams.
Each permission within the platform's permission management system is intricately mapped to a specific view, offering a range of options including viewing, editing, and more. This granularity ensures precise control over access and actions within the platform.
Permission Hierarchy Example
In this scenario, Zane F. is a user who belongs to the "Admin Group." This group, in turn, is a member of the "Full Access" permission group, which holds all permissions available on the Platform. This hierarchical structure allows for comprehensive and granular control over access and actions within the system.
How To Manage Permission Groups
To access the "Permission Groups" tab for managing permissions, navigate to the Settings menu and select "Access Management." Within this section, you'll find the "Permission Groups" tab, where you can configure and manage various permission groups to control access within the platform.
To create a new group, locate and click on the "Create New Group" button within the "Permission Groups" tab. Alternatively, to view the details of an existing group, click on the group name. This action will open the group's detail view, where you can manage settings such as members and permissions assigned to the group.
To manage permissions for a group, click on the "Manage Permissions" tab within the group's detail view. From there, you can select new permissions from the top bar.
To view or modify a specific permission, locate it in the list and click on it. This action will open a detail view where you can make the necessary changes, such as updating the permission type (e.g., view, edit) or removing the permission altogether.
How To Manage User Groups
To access the "User Groups" tab for managing permissions, navigate to the Settings menu and select "Access Management." Within this section, you'll find the "User " tab.
To create a new user group, click on the "Create New Group" button within the "User Groups" tab. Alternatively, to view the details of an existing group, click on the group name. This action will open the group's detail view.
To manage users for a group, click on the "Manage Users" tab within the group's detail view. From there, you can select new users from the top bar.
In this tab, you will find a list of users associated with the group. To view or remove a specific user, locate them in the list and click on the corresponding action, such as "View User" or "Remove User."
User Management
User’s are composed of several components, including:
- User Information
- Name, team name (company name), location, time zone, contact info
- Permissions
- Both directly assigned Permissions / Permission Groups, and indirect ones from associated User Groups
- Associated User Groups
Example User Profile
User Lifecycle
- User accounts are created by individuals who have access to the "Settings" menu and the "Access Management" section within it.
- To remove user access, the user account is typically "deactivated."
How To Create New Users
To add a new user go to the "User” tab, navigate to the Settings menu and select "Access Management,” and then click Add “User.”
Enter all the necessary information for the new user, such as name, email, and any other required fields, and then click on the "Invite User" button to send an invitation to the user.
How To Deactivate/Activate User Account
Go to the "User” tab, navigate to the Settings menu and select "Access Management,” and find the target user.
To deactivate or activate a user's account, locate the user's line item, click on the three dots (ellipsis) next to their name or details, and then select the "Deactivate Account" or "Activate Account" option from the dropdown menu.
How To Edit User Profile and Password
Go to the "User” tab, navigate to the Settings menu and select "Access Management,” and find the target user.
To edit a user's profile, navigate to the user's detail page and click on the "Edit Profile"
When editing a user's profile, update the desired fields with the new information and then click on the "Save Changes" button to apply the updates to the user's profile.
To change a user's password, locate the "Change Password" option on the user's profile page and click on it.
After clicking "Change Password," enter the new password as needed, and then click on the "Save New Password" button to confirm the password change.
List of Permissions and Associated URLS
On Symphona, permissions grant users access into specific pages. Below is a table outlining the permissions to the specific page URL path. By granting users access to to page name, users will get access to the corresponding page URL.
Page Name | Page URL |
Agent Connector Widgets | /dashboard/AgentConnector/ChatWidgets |
Entry Agents | /dashboard/AgentConnector/EntryAgents |
Create Chat Widget | /dashboard/AgentConnector/ChatWidgets/Customizer/CreateChatWidget |
Entry Agent Details | /dashboard/AgentConnector/EntryAgents/:entryAgentId |
Agent Categories | /dashboard/Settings/AgentCategories |
File Manager | /dashboard/FileManager |
Settings | /dashboard/Settings |
Service Tickets | /dashboard/Tickets |
People | /dashboard/People |
Fallout Tickets | /dashboard/falloutTickets |
Back Office | /dashboard/BackOffice |
Projects | /dashboard/Projects |
Back Office Automation Dashboard | /dashboard/boaDashboard |
Support | /dashboard/Support |
Process History | /dashboard/processHistory |
Conversation History | /dashboard/ConversationHistory |
Catalog | /dashboard/Catalog |
Conversation History | /dashboard/ConversationHistory |
Process Manager | /dashboard/ProcessManager |
Agent Manager | /dashboard/AgentManager |
Your Analytics | /dashboard/YourAnalytics |
My Summary | /dashboard |
Front Office | /dashboard/FrontOffice |
Agents | /dashboard/Settings/Agents |
Page Permissions | /dashboard/Settings/PagePermissions |
User Skills | /dashboard/Settings/UserSkills |
User Skill Types | /dashboard/Settings/UserSkillTypes |
User Groups | /dashboard/Settings/UserGroups |
Integrations | /dashboard/Settings/Integrations |
Notification Rules | /dashboard/Settings/NotificationRules |
Channels | /dashboard/Settings/Channels |
User Management | /dashboard/Settings/UserManagement |
Look & Feel | /dashboard/Settings/ConfigurationProfile |
Unauthorized | /dashboard/Unauthorized |
Projects Full View | /dashboard/Projects/:projectId |
Service Tickets Full View | /dashboard/Tickets/:ticketId |
Agent Editor | /dashboard/AgentManager/:serviceTypeId |
Person Details | /dashboard/People/:personId |
Subscription Details | /dashboard/Catalog/EventsSubscription/:subscriptionId |
Notification Listeners Details | /dashboard/Catalog/NotificationListeners/:listenerId |
Export Job Details | /dashboard/Catalog/ExportJob/:exportJobId |
Import Job Details | /dashboard/Catalog/ImportJob/:importJobId |
Product Specification Details | /dashboard/Catalog/ProductSpecification/:productSpecificationId |
Product Offering Price | /dashboard/Catalog/ProductOfferingPrice/:productOfferingPriceId |
Category Details | /dashboard/Catalog/Category/:CategoryId |
Category Module Details | /dashboard/Catalog/CatalogModule/:catalogModuleId |
Preset | /dashboard/Customize/:presetId |
Agent Connector Details | /dashboard/AgentConnector/bot/:botId |
Fallout Tickets Full View | /dashboard/falloutTickets/:falloutTicketId |
Catalog Module | /dashboard/Catalog/CatalogModule |
Events Subscription | /dashboard/Catalog/EventsSubscription |
Export Job | /dashboard/Catalog/ExportJob |
Import Job | /dashboard/Catalog/ImportJob |
Notification Listeners | /dashboard/Catalog/NotificationListeners |
Product Offering | /dashboard/Catalog/ProductOffering |
Product Offering Price | /dashboard/Catalog/ProductOfferingPrice |
Product Specification | /dashboard/Catalog/ProductSpecification |
Category | /dashboard/Catalog/Category |
Edit Chat Widget | /dashboard/AgentConnector/ChatWidgets/Customizer/CreateChatWidget/:widgetId |
Usage | /dashboard/Settings/Usage |
Test History | /dashboard/test/history |
Test Manager | /dashboard/test/manager |
Process Editor | /dashboard/flow/editor/:processId |
MR Mapping Editor | /dashboard/Migrate/manager/:MappingEditorId |
Front Office | /dashboard/Settings/FrontOffice |
Billing | /dashboard/Settings/Billing |
Profile | /dashboard/Profile |
Test Dashboard | /dashboard/test/dashboard |
General | /dashboard/Settings/General |
Back Office | /dashboard/Settings/BackOffice |
Agent Connector Bots | /dashboard/AgentConnector/:botId |
Reporting | /dashboard/Settings/Reporting |
MR Manager | /dashboard/Migrate/manager |
Agent Connector Widget Details | /dashboard/AgentConnector/ChatWidgets/:widgetId |
Audit Log | /dashboard/Settings/AuditLog |
Process Trigger | /dashboard/ProcessTrigger |
Test Case Editor | /dashboard/test/manager/:processId |
Process History View | /dashboard/processHistory/bulkPreview/:ticketId |
Users | /dashboard/Settings/Users |
Converse Dashboard | /dashboard/converse/dashboard |
Converse | /dashboard/converse |
Serve | /dashboard/serve |
Flow | /dashboard/flow |
Resolve | /dashboard/resolve |
Access Management | /dashboard/Settings/AccessManagement |
Manage User Access | /dashboard/Settings/AccessManagement/users/:id |
Manage User Group | /dashboard/Settings/AccessManagement/userGroups/:id |
Manage Permission Group | /dashboard/Settings/AccessManagement/permissionGroups/:id |
Edit Profile | /dashboard/Settings/AccessManagement/users/:id/edit |
Change User Password | /dashboard/Settings/AccessManagement/users/:id/changePassword |
Change Password | /dashboard/Profile/changePassword |
Edit Profile | /dashboard/Profile/edit |
Migrate | /dashboard/Migrate |
MR History | /dashboard/Migrate/history |
Create Service Ticket Type | /dashboard/Settings/FrontOffice/CreateServiceTicketType |
Edit Service Ticket Type | /dashboard/Settings/FrontOffice/EditServiceTicketType/:id |
Create Chat Widget | /dashboard/Settings/FrontOffice/createChatWidget |
Edit Chat Widget | /dashboard/Settings/FrontOffice/editChatWidget/:id |
Sell | /dashboard/Sell |
Orders | /dashboard/Sell/OrderManager |
Product Offerings | /dashboard/Sell/OrderManager/ProductOfferings |
Checkout | /dashboard/Sell/OrderManager/ProductOfferings/Checkout |
Confirmation | /dashboard/Sell/OrderManager/ProductOfferings/Confirmation |
Live Chat | /dashboard/LiveChat |
Customers | /dashboard/Sell/CustomerManager |
Customer Profile | /dashboard/Sell/CustomerManager/:CustomerId |
Order Details | /dashboard/Sell/OrderManager/:orderId |
Process Orchestrator | /dashboard/ProcessOrchestrator |
Process Orchestrator Details | /dashboard/ProcessOrchestrator/:processId |
Process Orchestration Editor | /dashboard/ProcessOrchestrator/:processId/edit |
Orchestrator Execution History | /dashboard/ProcessOrchestrator/:processId/history/:executingId |
Test Case | /dashboard/test/case/:caseId |
Test Suite | /dashboard/test/suite/:suiteId |
Test Group | /dashboard/test/group/:groupId |
Test Case Editor | /dashboard/test/editor/:testCaseId |
Create Parameter Set | /dashboard/Settings/BackOffice/ParameterSet |
Edit Parameter Set | /dashboard/Settings/BackOffice/ParameterSet/:id |
Create Knowledge Base | /dashboard/Settings/General/CreateKnowledgeBase |
Process Data Visualizer | /dashboard/ProcessDataVisualizer |
Edit Knowledge Base | /dashboard/Settings/General/EditKnowledgeBase/:knowledgeBaseId |
Test | /dashboard/test |
Edit Event Trigger | /dashboard/ProcessTrigger/EventTrigger/:id |
Create Event Trigger | /dashboard/ProcessTrigger/EventTrigger |