Scope is the intended audience for a CSM Item (example: A Dashboard is intended for everyone on a specific Team).

CSM uses the following Out of the Box (OOTB) scopes:

  • User: Audience is a specific User/Customer (example: User can access his Dashboards).
  • Role: Audience is every member assigned to a Role (example: Every User/Customer logging in through the Role can access that Role's Dashboards).
  • Team: Audience is every User on a Team, or every Customer in a Workgroup (example: Every User/Customer assigned to a specific Team/Workgroup can access that Team/Workgroup's Dashboards).
  • Global: Audience is all Users/Customers who can log in to CSM (example: All CSM Users/Customers can access Global Dashboards).
  • System: Audience is the CSM system itself. Any User/Customer who can log in to CSM can use a system item; however, editing is available only in CSM Administrator, typically by a system administrator. A Document Repository is an example of a System item.
  • Blueprint: Audience is any User/Customer who can log in to CSM; however, use is typically automated and editing is available only in a Blueprint, typically by a system administrator. A One-Step™ Action that runs when a User clicks a button on a form is an example of an item in a Blueprint scope.
  • Site: Audience is a Portal Customer (example: Dashboard is available only on a specific Portal Site). Site-only items must be created within the Site Manager (Site Manager>Menu).

    If you want items to be widely available, do not limit them to a Site scope; rather store the items with the other CSM items in their perspective Managers.

    CSM Browser Clients support limited functionality so some CSM items and operations are not applicable in the Portal and/or Browser Client.

When setting security rights for CSM items for security groups (example: Administrator, Service Desk Technician, Manager, etc.), access to functionality can be limited by scope. For example, an Anonymous Browser (not logged-in Portal Customer) might not be able to see a Calendar that a logged-in Customer has access to.

When creating CSM Items and defining default settings, be sure to consider how scope affects access.

Scopes are used by most CSM items (Calendars, Dashboards, Attachments, One-Step Actions, etc.) to apply a range of use. As a result, most CSM Managers organize their items at the root level in the Manager tree by scope.