Roles Use Case: The Tier 1 Technician

Security roles enable you to tailor specific permissions for users loaded into your CloudRadial tenant. Permissions affect the overall visibility and general functionality of every feature within your portal.

This article explains how to create and manage a Tier 1 Technician role using CloudRadial's Security Roles and Role Assignments feature.

Table of Contents

• Prerequsities
• Use Case Overview
• Creating a Tier 1 Technician Role
  • Step 1: Create the Role
  • Step 2: Configure Permissions
  • Step 3: Save the Role
• Assigning the Role to Users
  • For Global Access (All Clients)
  • For Limited Access (Selected Clients)
• Using the Tier 1 Technician Role
  • Supporting Users
  • Submitting Tickets on Behalf of Users
• Important Considerations
  • Access Levels
  • Security Notes
  • Scaling Role Assignments

Prerequisites

Before following these instructions, ensure that you meet these prerequisites to ensure a smooth experience:

• You have top-level access to the CloudRadial CSA portal (not applicable to Portal 365)
• You have administrator permissions to create roles and assignments
• You have a basic understanding of user management

At a minimum, you should familiarize yourself with security roles before following this article. 

Use Case Overview

The Tier 1 Technician role is designed to help manage portal support by allowing technicians to:

• Create and submit tickets on behalf of users
• Impersonate users to troubleshoot portal issues
• Verify user access and portal functionality
• Provide support without full administrative privileges

Creating a Tier 1 Technician Role

Step 1: Create the Role

1. Navigate to Partner > Security in your CloudRadial portal
2. Click on the Roles tab at the top right
3. Click Add Role to create a new role
   
   
   
   
4. Configure the role settings:
   • Role Name: Tier 1 Tech (or your preferred naming convention)
   • Description: "Assists with ticket submissions and portal support." (or your preferred naming convention)

Step 2: Configure Permissions

For a Tier 1 Technician role, configure the following permissions:

User Permissions:

• Impersonate Users: Enable (allows troubleshooting user accounts)

Module Permissions:

• Clients: Read access only
• All other modules: No access (roles stack with existing user permissions)

Note: CloudRadial roles stack on top of each other. The technician will retain their basic user role permissions plus the additional Tier 1 Tech permissions.

Step 3: Save the Role

Click Save to create the role. The new Tier 1 Technician role is now available for assignment.

Assigning the Role to Users

Once you have created the appropriate role with permissions that suit your needs, we'll need to assign the role to your specific user(s). 

To do so:

1. Navigate to Partner > Security
2. Click on the Role Assignments tab (you'll land there by default)
3. Click Add Role Assignment
   
   
   

For Global Access (All Clients)

To give a technician access to all clients:

1. Scope Type: Select Partner (global scope)
2. Role: Select Tier 1 Tech (or whatever you named your role from the previous steps)
3. User: Select the technician user(s)
4. Click Save

For Limited Access (Selected Clients)

To restrict access to specific clients:

1. Scope Type: Select Company
2. Company: Choose the specific company
3. Role: Select Tier 1 Tech (or whatever you named your role from the previous steps)
4. User: Select the technician user(s)
5. Click Save

Enterprise Feature: CloudRadial Enterprise users can use Company and User Groups for more granular control over client access.

Using the Tier 1 Technician Role

Once you create the role and apply the assignment, you can test out the functionality of the user yourself, or even follow along with your user to ensure that they have the appropriate powers to do what you want them to do.

Following the recommendations in this article, the technician will have access to:

1. Partner > Clients tab with read-only access
2. The ability to view client companies and their users
3. The Impersonate User functionality for troubleshooting

Supporting Users

The role can support users in their specific day-to-day management of the CloudRadial portal.

To do so:

1. They can Navigate to Partner > Clients
2. Click on the desired client company
3. Select Impersonate User to troubleshoot as that user

From the Users Tab (if your role gave them access to Impersonate Admin)

1. Go to Partner > Clients > Users 
2. Find the specific user requiring support
3. Click the three-dot menu next to the user
4. Select Impersonate User or Report a Problem (if available)

Submitting Tickets on Behalf of Users

When impersonating a user, technicians can:

1. Access the Report a Problem or Request Service features
2. Submit tickets using the user's context
3. Ask standardized questions to improve support quality
4. Maintain proper ticket documentation

Important Considerations

Access Levels

• Technicians can impersonate Point of Contact administrators
• When impersonating, technicians see exactly what the user sees, including financial information if accessible
• This is intentional to provide proper support capabilities

Security Notes

• Technicians in the partner company can only support users within their assigned scope
• Co-managed partners cannot be given cross-company access through this feature
• Financial data visibility depends on the impersonated user's permissions

Scaling Role Assignments

• Multiple role assignments can be stacked for broader access
• Company Groups (Enterprise) allow efficient management at scale
• No limit to the number of role assignments per user