CCS SERVICE REQUEST 5.0

Configuration and Administration Manual

Crow Canyon Systems, Inc.

http://www.crowcanyon.com

support@crowcanyon.com

Permissions on the Folders

Once the Service Request folders are installed, set permissions for all the folders and subfolders in the Service Request system as follows:

At least one user needs to be the Owner of each folder in order to make permission changes and manage the folder. The person who first installs the Service Request system is made the Owner of every folder. Most likely, this is the person who will set the permissions on the folders. Alternatively, permissions can also be set by an Exchange Administrator.

The permissions need to be set on each and every folder and subfolder in the Service Request system. Permissions can be set on each folder by:

• The folder’s Owner in the Outlook client by right-clicking each folder, then going to Properties, Permissions tab.
• Any Exchange administrator by using Exchange System Manager or, in Exchange 2007, the Public Folder Management Tool, in the Client Permissions of the folder.

The folder permissions come with two built-in “users”: Default and Anonymous. Default means every Exchange user. Anonymous includes both internal and external users, whether part of your organization or not. “Default” should be set as described below. “Anonymous” needs to be set to “Contributor” for any folder that will receive emails from outside people. Otherwise, Anonymous can be set to “None” or removed from the folder permissions.

While setting permissions, remove any “NT-User:xxxxx” entries.

“Named Seats” in the list below are the users that are designated as Named Seats in the License Utility. These names can be entered individually or as a group in the folder permissions.

The easiest way to set permissions is to give a group permissions, then add or remove people from that group. For example, if there is a Technicians group that includes all the Named Seats, then that group can be given the Named Seats permissions below. When an individual either becomes a Named Seat or leaves being a Named Seat, he or she only has to be added to the Technicians group and will thereby inherit all that group’s folder permissions. Otherwise, the individual has to be added to or removed from each folder during these personnel changes.

Service Request and all top-level Service Area folders

Default = Author

Named Seats = Editor

Assigned Tickets, Calendar, Completed Tickets, Knowledge Base, and Reports folders

Default = Reviewer

Named Seats = Editor

Utilities folder and all folders under it EXCEPT Record Lock

Default = Reviewer

Named Seats = Editor

Record Lock

Default = Editor (No separate permissions needed for Named Seats)