Purpose

SupportLogic user permissions are controlled by Roles configured in the Control Center > Settings > Roles and Permissions and can be mapped to corresponding roles in your CRM / system of record.  This article steps through the process of creating Roles and leverages the Role-Based User Permissions Guide to help you determine the specific permissions for commonly used roles in SupportLogic. 

Summary

Use this guide when planning out your user permissions strategy in SupportLogic. You will most likely need to refer to the following documents when planning out your user permissions strategy:

For customers migrating from the older user management (prior to 2024) to role-based permissions (2024 onward), we recommend using this guide when planning out the roles for your user.

Role-Based User Permissions

You may need to review the Role-Based Permissions Guide, or at least have it accessible, as you step through creating and managing Roles in SupportLogic.

The Roles columns serve only as a recommendation from the Support team at SupportLogic based on our familiarity with the application and from what has been observed as the most common permissions attributed to each role. Your organizational needs may differ.

Migration Customers

For customers migrating from the User Management (prior to 2024), you may want to take the time to revisit the permissions you have granted existing users and compare those permission to the recommendations we have included in the tables below. 

Roles and User Management

Ideally, you want to minimize the number of Roles required to maintain the various permissions for your user population. The Roles within SupportLogic are restrictive by nature. 

If you are consolidating many users with slightly different permissions into a single Role, you should grant all permissions needed for the Role, associate users to the Role, then selectively restrict specific permissions for individual users.

Additional Reference:

For detailed instructions on creating and managing roles, continue to Step-by-Step Guide to Create Roles in SupportLogic