"Day in the Life" Demonstration

Giva eKnowledgeManager User

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Step 4 – Authorize the Appropriate People to Access eKnowledgeManager

You must assign all the users of the system one of the following four roles in their profile. All administration is under the administration page of the relevant Service Desk. Only Administrators can enable these roles.

Roles are:

• Customer – A Customer role has the same rights as a User, however, they are presented with the customer solution text instead of the Level 1 or Level 2 text that is displayed for a user. A customer also does not have access to all the detail in the knowledge record. They cannot edit knowledge records. However, they can rate the usefulness of each knowledge record as they are presented with it as the result of a search. A Customer can also add entries into each knowledge record history.
• User – This role is a User that can search and proposed knowledge. Similar to a Customer, a User cannot edit a knowledge records. However, they can rate the usefulness of each knowledge record as they are presented with it as the result of a search. A User can also add entries into each knowledge record history.
• Approver – This role is a User that is part of the knowledge approval process. They can edit and approve knowledge records. They typically have some kind of subject matter expertise.
• Administrator – This role is for people responsible for setting up Giva eKnowledgeManager. They have access to all the administration functions. They can do anything that a Customer, User, or Approver can do.

Steps 1-4 are the minimum steps required to get up and running on Giva eKnowledgeManger.

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