Customer Privileges

To enable Customer Privileges:

Select Setup >Privileges >Customer

The Privileges screen is displayed.

When SLA is reset, then the Response Time, Restoration Time, Resolution Time, Due Date and Open Date parameters will also be reset.

Customer Privileges	Description
Create Account	Allows Customers to create their own account from the Login screen.
Default Web Access	Define the default setting for Web Access on newly created Customer Accounts.
Default Tab	Select the default tab for the customer. By default the selected option will be displayed in the Customer portal.
Generic Requests*	Define if Customers can view, create or edit Generic Requests in the Customer Portal. From ZENworks Service Desk 8.1 onwards, Generic Requests is no longer supported. However, you can disable the Items Required privilege to create request, which is similar to the Generic Requests. For more information, see Items Required privilege.
Generic Request Type*	This option becomes visible when Generic Requests option is active. Define the type for generic request from Incident, Service Request or Change Request. For example, if your generic request type is set to Incidents, when you create a generic request, the request gets listed as incident in the User portal. Then the technician can include item details.
Incidents	Define if Customers can view, edit, create (create and view), create or edit Incidents in the Customer Portal.
Change Requests	Define if Customers can view, edit, create (create and view), create or edit Requests in the Customer Portal.
Service Requests	Define if Customers can view, edit, create (create and view), create or edit Service Requests in the Customer Portal.
Service Incidents	If the option to create Incidents in the Customer Portal is enabled, this can be refined by defining if Incidents can be logged against Service Items. If this option is disabled then Services are not displayed in the Category drop-down list during the Incident creation process. Also, if a Customer attempts to log an Incident against a Service via email by including the Item# in the Subject line, and this option is disabled, the system will send an error message. The "NoServiceIncidentContent" error message can be customized in the Admin>Setup>Email>Templates>Error Message filter.
Default Request*	Define the default request type from Generic Request, Incident, Service Request, Change Request or Quick Call. The list shows if the options are enabled. For example, if Service Request option is turned off, then Service request option is not shown as an option.
Items	Define if Customers can view, create or edit their own Item details within the Customer Portal (Create and Edit options are not available in the new end-user portal).
Show Only Active Items	Allows Customers to only view Items that are marked as Active in the system.
Show Subject Field	Allows customers to view subject field in the customer portal.
Show Status Field*	Allows customers to view status field in the customer portal.
Enable CC for Requests	Enables customers to add emails IDs as CC for requests.
Enable Search for CC	Enables auto suggestion of email IDs and names of existing users when customer start specifying the mail IDs in the CC field of a request.
Allow Re-open	Enables customers to reopen closed requests.
Reset SLA	This privilege will be enabled only when Allow Re-open is enabled. By enabling this privilege, SLA will be reset when customer reopens the request.
Show Priority/Urgency	Enables customers to view and set the Priority/Urgency for their requests. Select "No" to hide Priority/Urgency in the customer portal.
Show Time Spent	Enables customers to view the time spent by a technician on a request note.
Item ID search*	Allows Customers to search by an Item's ID when creating a new request.
Propose Solutions for New Request	When enabled, proposes solutions for newly created requests based on the Item Type, Classification and Description provided.
Create Forum Topics*	Allows Customers to create a new Forum topic through the Customer Portal. By default, supervisors with customer role have this privilege.
Display Room	Displays the Room for an Item when creating a request.
View Technician	Yes allows Customers to view the details of Technician assigned to their request in the Customer Portal.
Show Services	Select whether services should be displayed in the customer portal.
Show All Services	Enables the Service Catalog link in the Services tab of the Customer Portal. This allows Customers to view and log requests against all Services offered by the support organization (i.e., request access to a service). Services listed here are not assigned an Exit Item Lifecycle State.
Show Service Targets	Displays the Response, Restoration and Resolution targets for the SLA assigned to the request in the Customer Portal.
Enable RSS*	When enabled, provides the RSS Requests Menu option in the Customer Portal.
Enable Titles	When enabled, displays the Titles Tab within the Setup, which can be customized. This list is then displayed in the Title field in the User and Customer Information screen. See Titles.
Enable Item Shadow	When enabled, if requests are logged against an Item on the Customer Portal, Technicians can amend the Item assigned to the request without the Customer seeing the change.
Customer Defined Contact*	When enabled, this option allows the Customer to define their preferred method of contact in their Profile or My Account screen. Their preference applies when a Team has the Customer Notification option set to Customer Defined.
Items Required	If you select Yes, then the Item, Item Type and Item Category fields are mandatory when creating a request. If you select No, then the creation of request will be similar to creation of Generic Request in Classic Customer Portal in ZENworks Service Desk 8.0 and prior versions.
Items in Request	If you select Mandatory, then the Item, Item Type and Item Category fields are mandatory when creating a request. If you select Optional, then the Item, Item Type and Item Category fields are optional when creating a request. If you select Hide, then Item, Item Type and Item Category fields are not displayed while creating a request and request creation will be similar to creating a Generic Request in the Classic Customer portal. Note: This privilege was known as Items Required in ZENworks Service Desk 8.0 and 8.1.
Show Contact Details	When enabled, allows customers to provide contact details such as Location and Preferred Contact Type and view Line Manager while creating requests. Note: This privilege was known as Show Additional Information in ZENworks Service Desk 8.0 and 8.1.
Show Additional Information	Enables you to display additional details such as location Preferred contact type while creating requests.
Default Date Style	Sets the default Date format to be used across the application.
Default Timezone	Sets the default time zone across the application. This can be overridden on a per User basis, by a User who sets their time zone for their log in account
LDAP/AD	(Visible when an LDAP/AD connection is configured.)
Include Customers	Set to Yes if the system is to import Customer details when synched with an LDAP/AD server.
Mixed Mode	Allows Customer accounts to be created directly through the system, as well as being imported via LDAP/AD.
View Shared Requests	(Request visibility options for the Customer Portal.)
By Ownership	Allows requests to be viewed by all Owners of the Item, when logged against a Shared or Global Item. (See the table below for toggle option outcomes.)
By Org Unit	(This option is visible when the By Ownership is enabled.) Allows requests to be viewed by all Customers of an Org Unit assigned to the Item, when logged against a Shared or Global Item.

Fields marked with * are not applicable for the new end-user portal.

Click Yes to enable, or No to disable a Privilege option
Click Save.

By Ownership	By Org Unit	Shared Request Visibility
No		Only visible to the Customer who logged the request.
Limited	No	Visible to the Customer who logged the request and other Owners in the same Org Unit, assigned to the Item.
Limited	Limited	Visible to Customer who logged the request and members of Org Unit they belong to, if the Org Unit is also assigned to the Item.
Limited	Yes	Requests visible to Owners within all Org Units assigned to the Item.
Yes	No	Visible to Customer who logged the request and other assigned Owners.
Yes	Limited	Visible to Customer who logged the request, other members of the Org Unit the Customer logging the request belongs to and other Owners assigned to the Item .
Yes	Yes	Visible to everyone who share the Item assigned to the request.

Customer Privileges

Enabling Customer Privileges

Setting the View Shared Requests options