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Best Practices - RBAC

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  • Analyze the skill sets of your support reps and identify what kind of issues they will be resolving before establishing your queues.
  • Remember, you can import your users with the Active Directory Synchronization.
  • Create a service request for tracking changes made in RBAC.
  • Avoid setting permissions from the enterprise level in RBAC, only assign them from the OU or queue folder level.
  • A “Deny” privilege on any queue will always override any other role assigned to a user.
  • You cannot “Assign work” or “Assign responsibility” to a request in a “Dispatch” queue.
  • Service Request fields in the End User Portal can be modified from the “End user portal” settings tab in System options.