Permission templates and helpdesk accounts

What it is for

A permission template contains the complete access configuration of an account: the individual permissions, the read-only mode, the allowed clusters and locations, and the default cluster. Accounts with the access type Individual permissions / Helpdesk can be linked to a template.

The link is permanent. When you change the template, the new permissions apply automatically to all linked users. Individual deviations are not possible while an account is linked. If an account needs to deviate, detach the template from the account and keep the permissions as its own copy.

There is no separate helpdesk role. A helpdesk account is an account with individual permissions, typically with the permissions View limited enduser profiles and Change enduser password and PIN. Without the permission View dashboard, such an account starts directly in the end user list.

Prerequisites

• An account with the access type Administrator (full access) (ROLE_APP_ADMIN) or the owner account (ROLE_OWNER). Only these accounts see the Administration menu. Templates and assignments require an administrator account on the server side.
• The clusters that a template grants must exist as a CUCM connection and be enabled. Locations must belong to the respective cluster.
• The accounts you want to link have the access type Individual permissions / Helpdesk. Template administrators and administrators cannot be linked.

Step by step: creating a template

1. Open EasyUC Cisco → Administration → Access & Appearance → Administrators & Roles.
2. Click Manage permission templates at the top right. The Permission templates window shows all templates as cards.
3. Click Create permission template.
4. Enter the Template name and describe under Description and purpose who the template is intended for.
5. Set Read only if required.
6. Under Clusters and locations, select the allowed clusters in the Connections field.
7. Mark one cluster as Default Cluster.
8. For each cluster, leave All Locations ticked, or clear the tick and select the entries under Locations.
9. If required, narrow the list with Search permissions or Task area.
10. For each area, tick the area itself and the allowed actions. Editing also enables reading and the area when needed.
11. Click Save. The template appears as a card with Revision 1.

Step by step: linking a template to a user

1. In the user list, click Edit for the account you want, or create a new account with Create EasyUC User.
2. In the area Permissions for this user, select the entry Linked template: <Name> under Set permissions.
3. Check the summary shown with the name, revision and number of linked users. Read-only mode, clusters, locations and permissions are now locked and show the content of the template.
4. Click Save. The link takes effect only then.

Step by step: setting up a helpdesk template

1. Open Manage permission templates and click Create permission template.
2. Assign a name, for example Helpdesk Standort Nord.
3. Under Clusters and locations, select the cluster and only the locations that the helpdesk looks after.
4. Under Task area, select the entry Users and user profiles.
5. Tick View limited enduser profiles. The helpdesk then sees the master data of the end users without the complete telephony profile.
6. Below it, tick Change enduser password and PIN.
7. Leave View dashboard in the area System and settings cleared if the helpdesk should not see key figures.
8. Click Save and link the template to the helpdesk accounts.

Step by step: changing, detaching or deleting a template

1. Change: click Edit template on the card, adjust the settings and click Save and update <count> users.
2. Detach: open the account with Edit, click Detach template and copy permissions and then Save. The current permissions are kept as an individual copy. Open the account again afterwards to edit the copied permissions individually.
3. Delete: first detach all links. Then click Delete on the card and confirm the prompt Delete template “<Name>”? with Delete.
4. Close the window with Close.

Fields and options

Checking the result and narrowing down errors

• In the user list, linked accounts show Linked template: <Name> · Revision <number>. Every saved change increases the revision.
• Message This template has changed. Load the latest version before continuing.: someone saved the template at the same time. Click Load latest version and repeat the change. The same message appears if the name is already used by another template.
• Message The template could not be saved. Check its name and cluster/location access.: check whether the name is set, whether a default cluster is selected and whether every cluster has locations or All Locations.
• Message Linked templates cannot be deleted. Detach them from their users first.: the Delete button stays locked as long as Linked users is greater than 0.
• Message Permission templates could not be loaded.: click Refresh.
• Message No cluster selected yet. CUCM data requires access to a cluster.: the template does not grant any cluster.
• After the setup, sign in with a linked test account and check that only the allowed menu items, clusters and locations appear.