Define Security

When you define Cherwell Knowledge-Centered Support Security, you assign Roles to CKCS stakeholders (example: Candidate, Coach, Contributor, Program Manager, Publisher, or Knowledge Domain Expert) and define Security Groups.

For detailed descriptions of KCS® Roles, visit the Consortium for Service Innovation's KCS® website.

To define Security:

  1. In CSM Administrator, click the Security category.
  2. Click the Edit Roles task.
  3. In the Roles window menu bar, click Role Options and then select Configure Task Pane.
  4. Select the Use Search Widget radio button and then click the ellipses button.

    Configure Task Pane

  5. Open the Global folder.
  6. Right-click the Default Search Menu Widget and select Edit.
  7. In the Quick Search section, click Add>CKCS Article.
  8. In the Configure CKCS Article Search window, select the Search Attachments check box.
  9. Click OK and return to the Roles window.
  10. Repeat steps 3 through 9 for each Role and then close the Role window.
  11. In the Security task area, click the Edit Users task.
  12. Click the Users tab.
  13. Select the User that you want to set as a CKCS Coach.
  14. In the User Information section, scroll to CKCS Information.

    CKCS User Information

  15. In the CKCS Role drop-down, select CKCS Coach.
  16. Click Save.
  17. Select a User that is a CKCS stakeholder (example: Candidate, Coach, Contributor, Program Manager, Publisher, or Knowledge Domain Expert).
  18. In the User Information section, scroll to CKCS Information.
  19. In the CKCS Role drop-down, select a Role.
  20. In the CKCS Coach drop-down, select the defined coach.
  21. Click Save.
  22. When all necessary stakeholders have assigned Roles, close the Users window.
  23. Click the Edit Security Groups task.
  24. In the Group drop-down, select Portal Customer.
  25. Click the Business Objects tab.
  26. In the Business Object drop-down, select CKCS Article.
  27. In the General section, select View and Edit.
  28. Select the Limit Records Based on Criteria checkbox.
  29. Click the Browse button.
  30. Click the first Comparison Clause drop-down and select CKCS Article fields>Internal Only.
  31. Click the second Comparison Clause drop-down and select Values>False.

    CKCS Comparison Clause

  32. From the toolbar, click New>Comparison Clause.
  33. Click the first Comparison Clause drop-down and select CKCS Article fields>Status.
  34. Click the second Comparison Clause drop-down and select Value>Published.

    CKCS Comparison Clause

  35. Click OK.
  36. In the File Attachments section, select View, Add, Edit, and Delete.
  37. In the CKCS Article Business Object list, select New Field.
  38. In the General section, select View.
  39. In the CKCS Article Business Object list, select Reference Count.
  40. In the General section, select View and Edit.
  41. In the CKCS Article Business Object list, select Self-Service Count.
  42. In the General section, select View and Edit.
  43. Click Save.
  44. In the Group drop-down, select Portal Workgroup Manager.
  45. Click the Business Objects tab.
  46. In the Business Object drop-down, select CKCS Article.
  47. In the General section, select View and Edit.
  48. Select the Limit Records Based on Criteria checkbox.
  49. Click the Browse button.
  50. Click the first Comparison Clause drop-down and select CKCS Article fields>Internal Only.
  51. Click the second Comparison Clause drop-down and select Values>False.

    CKCS Comparison Clause

  52. From the toolbar, click New>Comparison Clause.
  53. Click the first Comparison Clause drop-down and select CKCS Article fields>Status.
  54. Click the second Comparison Clause drop-down and select Value>Published.

    CKCS Comparison Clause

  55. Click OK.
  56. In the File Attachments section, select View, Add, Edit, and Delete.
  57. In the CKCS Article Business Object list, select New Field.
  58. In the General section, select View.
  59. In the CKCS Article Business Object list, select Reference Count.
  60. In the General section, select View and Edit.
  61. In the CKCS Article Business Object list, select Self-Service Count.
  62. In the General section, select View and Edit.
  63. (Optional) Prevent Portal Workgroup Managers from editing CKCS Articles by clicking the Rights tab, selecting Security Features from the Category drop-down, clicking the In Portal, can request a license to edit records owned by other Users, and then deselecting the Allow checkbox.

    Security Features

  64. Click Save.