Swarming Users in SupportLogic

Objective

This article explains the concept of Swarming Users in SupportLogic and outline their access restrictions, permissions, and available actions within the platform.

Who is a Swarming User?

A Swarming User is a user with limited access permissions. These users are restricted to only the specific cases shared with them. They cannot access any other cases, modules, or advanced features unless explicitly granted.

Key Characteristics of Swarming Users

• Can only view cases that are shared with them.
• Have no access to other functionalities or modules by default.
• Can access Backlog page and Account Hub page (if Account Hub is enabled).
• Cannot view dashboards unless permissions are extended.

Can Swarming Users Receive Alerts?

Yes. Even if swarming users do not have dashboard access, they can still receive alerts if they are added to the alerts notification list.

Modules Accessible by Swarming Users:

• Backlog Page

• Account Hub (only if enabled)

All other modules are restricted.

Restricted Permissions for Swarming Users:

Swarming users do not have the following permissions:

• Accounts:

  • Cannot edit customer details or notes.

  • Cannot create or delete virtual accounts.

• Engineers:

  • Cannot view engineer performance.

  • Cannot create or delete virtual teams.

  • Cannot manage agent skills or capacity limits.

  • Cannot set Out of Office (OOO) events.

• Alerts:

  • Cannot create personal or shared alerts.

• Settings:

  • Cannot access advanced settings (e.g., company, dashboard, account config).

  • Cannot view user engagement or usage & billing pages.

• Users:

  • Cannot create or edit user profiles or invite users.

  • Cannot "view as" other users.

How to Get Elevated Access:

If a swarming user requires access beyond their current scope, they should contact the Account Champion within their organization. The Account Champion has the necessary permissions to adjust user roles and grant extended access as needed.