Role Specific End User Views

Sub Banner

Using the End User Views module provided as part of the Cloudset Framework it is possible to create any number of alternative views for use by all end users (see Alternative End User Views).

The End User View module also introduces the concept of end user Roles, and it is possible to create alternative Views that will be made available to only those end users assigned to the specified Role.

*Note: as things stand, it is not possible to make use of Role Specific End User Views if the Conditional Fields (App, Widget) has been configured to control User and/or Organization Based Conditional Fields.

The alternative Views for an end user are presented when selecting from the list of Views in the side panel (2) from withing the CHECK YOUR EXISTING REQUESTS tab (1).

If the end user plays the Role associated with a Role specific end user View, then these will also be presented in this list for selection.

Create a new View for use by all End Users playing the Specified Role

The first step is to create a new View using the standard Zendesk functionality to be used as the alternative View for all end users playing the specified Role.

This View can make use of any of the available conditions in the drop downs (1) and (2).

However, unlike the default end user View, the presence of the condition in which the Requester is the {current user} is entirely optional, since these views might involve Tickets that belong to other users of your Zendesk account.

As such, it is possible to make use of any existing Views in you Zendesk account for this purpose.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

*Note: Although the configurator for the End User Roles widget (6) isn't utilized during the creation of Role specific end user Views, it is necessary to deploy this widget in order to introduce the customizations needed in the User edit form - described later in this lesson.

Select the View as an End User View

The new View to be used as a Role specific end user View will be present within the list of all available views (1).

Drag this View and drop it onto the End User View node (2).

The View will be created as a child of the Base View node (3); double click to edit the display name (4) to appear in the list of Other Views for the end user.

If necessary the View can be removed from the list of  USER ROLES at any time by dragging and dropping onto the "RUBBISH" bin (5).

Add a New End User Role

If the end user Role doesn't already exists, select the Add Role button (1), enter the name of the new Role in the dialog (2) and select OK (3) to introduce the Role to the list of USER ROLES (4).

If necessary the Role can be removed from the list of  USER ROLES at any time by dragging and dropping onto the "RUBBISH" bin (5).

Apply the Role to the End User Role

Drag the Role from the USER ROLES list (1) and drop onto the For Role node (2).

The Role will be created as a child node (3) and will now restrict the availability of the View to only those end users playing this Role.

If necessary the Role can be removed from the View at any time by dragging and dropping onto the "RUBBISH" bin (4).

Once the View has been configured remember to save the form (5), otherwise the updates will be lost when navigating away from the configurator.

 

Assign the Role to the End User

Since this View is only available to end users playing the specified Role, it will not be presented for selection in the list of alternative Views for all end users (1).

It is therefore necessary to assign the Role to an end user in order to make the View available.

*Note: due to a current limitation in the Agent Interface, the setting of the Role to an end user must be performed from within the Web Portal.

This is achieved using the standard Zendesk functionality to edit the end user details and then selecting the Role (2) from the drop down in the Custom User Settings (1).

*Note: the list of user roles will only be present on the edit form if the End User Roles widget has been successfully deployed.

See the Role Specific End User View in Operation

Now when the end user playing the specified Role navigates to the CHECK YOUR EXISTING REQUESTS tab (1), the Role Specific End User View is available for selection from within the side panel (2).

Note: it is also possible to introduce Views that will be made available to end users that show Tickets for all users belonging to their associated Organization (see Creating a Default End User Organization View and Alternative End User Organization Views).

Role Specific End User Views

Sub Banner

Role Specific End User Views

Using the End User Views module provided as part of the Cloudset Framework it is possible to create any number of alternative views for use by all end users (see Alternative End User Views).

The End User View module also introduces the concept of end user Roles, and it is possible to create alternative Views that will be made available to only those end users assigned to the specified Role.

*Note: as things stand, it is not possible to make use of Role Specific End User Views if the Conditional Fields (App, Widget) has been configured to control User and/or Organization Based Conditional Fields.

The alternative Views for an end user are presented when selecting from the list of Views in the side panel (2) from withing the CHECK YOUR EXISTING REQUESTS tab (1).

If the end user plays the Role associated with a Role specific end user View, then these will also be presented in this list for selection.

Create a new View for use by all End Users playing the Specified Role

The first step is to create a new View using the standard Zendesk functionality to be used as the alternative View for all end users playing the specified Role.

This View can make use of any of the available conditions in the drop downs (1) and (2).

However, unlike the default end user View, the presence of the condition in which the Requester is the {current user} is entirely optional, since these views might involve Tickets that belong to other users of your Zendesk account.

As such, it is possible to make use of any existing Views in you Zendesk account for this purpose.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

*Note: Although the configurator for the End User Roles widget (6) isn't utilized during the creation of Role specific end user Views, it is necessary to deploy this widget in order to introduce the customizations needed in the User edit form - described later in this lesson.

Select the View as an End User View

The new View to be used as a Role specific end user View will be present within the list of all available views (1).

Drag this View and drop it onto the End User View node (2).

The View will be created as a child of the Base View node (3); double click to edit the display name (4) to appear in the list of Other Views for the end user.

If necessary the View can be removed from the list of  USER ROLES at any time by dragging and dropping onto the "RUBBISH" bin (5).

Add a New End User Role

If the end user Role doesn't already exists, select the Add Role button (1), enter the name of the new Role in the dialog (2) and select OK (3) to introduce the Role to the list of USER ROLES (4).

If necessary the Role can be removed from the list of  USER ROLES at any time by dragging and dropping onto the "RUBBISH" bin (5).

Apply the Role to the End User Role

Drag the Role from the USER ROLES list (1) and drop onto the For Role node (2).

The Role will be created as a child node (3) and will now restrict the availability of the View to only those end users playing this Role.

If necessary the Role can be removed from the View at any time by dragging and dropping onto the "RUBBISH" bin (4).

Once the View has been configured remember to save the form (5), otherwise the updates will be lost when navigating away from the configurator.

 

Assign the Role to the End User

Since this View is only available to end users playing the specified Role, it will not be presented for selection in the list of alternative Views for all end users (1).

It is therefore necessary to assign the Role to an end user in order to make the View available.

*Note: due to a current limitation in the Agent Interface, the setting of the Role to an end user must be performed from within the Web Portal.

This is achieved using the standard Zendesk functionality to edit the end user details and then selecting the Role (2) from the drop down in the Custom User Settings (1).

*Note: the list of user roles will only be present on the edit form if the End User Roles widget has been successfully deployed.

See the Role Specific End User View in Operation

Now when the end user playing the specified Role navigates to the CHECK YOUR EXISTING REQUESTS tab (1), the Role Specific End User View is available for selection from within the side panel (2).

Note: it is also possible to introduce Views that will be made available to end users that show Tickets for all users belonging to their associated Organization (see Creating a Default End User Organization View and Alternative End User Organization Views).

Role Specific End User Views

Sub Banner

Using the End User Views module provided as part of the Cloudset Framework it is possible to create any number of alternative views for use by all end users (see Alternative End User Views).

The End User View module also introduces the concept of end user Roles, and it is possible to create alternative Views that will be made available to only those end users assigned to the specified Role.

*Note: as things stand, it is not possible to make use of Role Specific End User Views if the Conditional Fields (App, Widget) has been configured to control User and/or Organization Based Conditional Fields.

The alternative Views for an end user are presented when selecting from the list of Views in the side panel (2) from withing the CHECK YOUR EXISTING REQUESTS tab (1).

If the end user plays the Role associated with a Role specific end user View, then these will also be presented in this list for selection.

Create a new View for use by all End Users playing the Specified Role

The first step is to create a new View using the standard Zendesk functionality to be used as the alternative View for all end users playing the specified Role.

This View can make use of any of the available conditions in the drop downs (1) and (2).

However, unlike the default end user View, the presence of the condition in which the Requester is the {current user} is entirely optional, since these views might involve Tickets that belong to other users of your Zendesk account.

As such, it is possible to make use of any existing Views in you Zendesk account for this purpose.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

*Note: Although the configurator for the End User Roles widget (6) isn't utilized during the creation of Role specific end user Views, it is necessary to deploy this widget in order to introduce the customizations needed in the User edit form - described later in this lesson.

Select the View as an End User View

The new View to be used as a Role specific end user View will be present within the list of all available views (1).

Drag this View and drop it onto the End User View node (2).

The View will be created as a child of the Base View node (3); double click to edit the display name (4) to appear in the list of Other Views for the end user.

If necessary the View can be removed from the list of  USER ROLES at any time by dragging and dropping onto the "RUBBISH" bin (5).

Add a New End User Role

If the end user Role doesn't already exists, select the Add Role button (1), enter the name of the new Role in the dialog (2) and select OK (3) to introduce the Role to the list of USER ROLES (4).

If necessary the Role can be removed from the list of  USER ROLES at any time by dragging and dropping onto the "RUBBISH" bin (5).

Apply the Role to the End User Role

Drag the Role from the USER ROLES list (1) and drop onto the For Role node (2).

The Role will be created as a child node (3) and will now restrict the availability of the View to only those end users playing this Role.

If necessary the Role can be removed from the View at any time by dragging and dropping onto the "RUBBISH" bin (4).

Once the View has been configured remember to save the form (5), otherwise the updates will be lost when navigating away from the configurator.

 

Assign the Role to the End User

Since this View is only available to end users playing the specified Role, it will not be presented for selection in the list of alternative Views for all end users (1).

It is therefore necessary to assign the Role to an end user in order to make the View available.

*Note: due to a current limitation in the Agent Interface, the setting of the Role to an end user must be performed from within the Web Portal.

This is achieved using the standard Zendesk functionality to edit the end user details and then selecting the Role (2) from the drop down in the Custom User Settings (1).

*Note: the list of user roles will only be present on the edit form if the End User Roles widget has been successfully deployed.

See the Role Specific End User View in Operation

Now when the end user playing the specified Role navigates to the CHECK YOUR EXISTING REQUESTS tab (1), the Role Specific End User View is available for selection from within the side panel (2).

Note: it is also possible to introduce Views that will be made available to end users that show Tickets for all users belonging to their associated Organization (see Creating a Default End User Organization View and Alternative End User Organization Views).

Role Specific End User Views

Sub Banner

Role Specific End User Views

Using the End User Views module provided as part of the Cloudset Framework it is possible to create any number of alternative views for use by all end users (see Alternative End User Views).

The End User View module also introduces the concept of end user Roles, and it is possible to create alternative Views that will be made available to only those end users assigned to the specified Role.

*Note: as things stand, it is not possible to make use of Role Specific End User Views if the Conditional Fields (App, Widget) has been configured to control User and/or Organization Based Conditional Fields.

The alternative Views for an end user are presented when selecting from the list of Views in the side panel (2) from withing the CHECK YOUR EXISTING REQUESTS tab (1).

If the end user plays the Role associated with a Role specific end user View, then these will also be presented in this list for selection.

Create a new View for use by all End Users playing the Specified Role

The first step is to create a new View using the standard Zendesk functionality to be used as the alternative View for all end users playing the specified Role.

This View can make use of any of the available conditions in the drop downs (1) and (2).

However, unlike the default end user View, the presence of the condition in which the Requester is the {current user} is entirely optional, since these views might involve Tickets that belong to other users of your Zendesk account.

As such, it is possible to make use of any existing Views in you Zendesk account for this purpose.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

*Note: Although the configurator for the End User Roles widget (6) isn't utilized during the creation of Role specific end user Views, it is necessary to deploy this widget in order to introduce the customizations needed in the User edit form - described later in this lesson.

Select the View as an End User View

The new View to be used as a Role specific end user View will be present within the list of all available views (1).

Drag this View and drop it onto the End User View node (2).

The View will be created as a child of the Base View node (3); double click to edit the display name (4) to appear in the list of Other Views for the end user.

If necessary the View can be removed from the list of  USER ROLES at any time by dragging and dropping onto the "RUBBISH" bin (5).

Add a New End User Role

If the end user Role doesn't already exists, select the Add Role button (1), enter the name of the new Role in the dialog (2) and select OK (3) to introduce the Role to the list of USER ROLES (4).

If necessary the Role can be removed from the list of  USER ROLES at any time by dragging and dropping onto the "RUBBISH" bin (5).

Apply the Role to the End User Role

Drag the Role from the USER ROLES list (1) and drop onto the For Role node (2).

The Role will be created as a child node (3) and will now restrict the availability of the View to only those end users playing this Role.

If necessary the Role can be removed from the View at any time by dragging and dropping onto the "RUBBISH" bin (4).

Once the View has been configured remember to save the form (5), otherwise the updates will be lost when navigating away from the configurator.

 

Assign the Role to the End User

Since this View is only available to end users playing the specified Role, it will not be presented for selection in the list of alternative Views for all end users (1).

It is therefore necessary to assign the Role to an end user in order to make the View available.

*Note: due to a current limitation in the Agent Interface, the setting of the Role to an end user must be performed from within the Web Portal.

This is achieved using the standard Zendesk functionality to edit the end user details and then selecting the Role (2) from the drop down in the Custom User Settings (1).

*Note: the list of user roles will only be present on the edit form if the End User Roles widget has been successfully deployed.

See the Role Specific End User View in Operation

Now when the end user playing the specified Role navigates to the CHECK YOUR EXISTING REQUESTS tab (1), the Role Specific End User View is available for selection from within the side panel (2).

Note: it is also possible to introduce Views that will be made available to end users that show Tickets for all users belonging to their associated Organization (see Creating a Default End User Organization View and Alternative End User Organization Views).