AllVoices offers role and rule based access, which determines who has default access to new cases.
To manually adjust and manage admin access at the individual case level, click the Manage Access icon.
For default roles, Owners, Primaries, Subs and Enhanced Managers can ‘Manage Access’. For those with custom roles you must enable ‘Manage Access’ when configuring the role to enable this functionality. Viewers cannot manage access.
Furthermore, Owners, Primary admins and custom role admins with ‘Manage Access -Edit’ permissions can override or adjust other admins default permissions on specific cases as needed with Case Level Access.
For visibility into which admins have access to a specific case, click into the related case and click the lock button in the top right section of the case.
This view will show you the complete list of admins at your organization that currently have access to the specific case as well as their admin role.
Admin Roles
- Primary Admins and Owners have default access to all cases unless manually blocked.
- Sub Admins can be granted access via routing rules, if assigned, or if added under ‘Manage Access’ by another admin with access. They also have default access to any cases they create.
- Viewers can be granted access via routing rules or if added under Manage Access by another admin with access. Viewers cannot be assigned as this is a view-only role.
- Managers can view and comment only if granted access. They cannot view messages or create cases.
- For more information on default admin roles, view our guide here.
- Custom roles access is defined by their access scope according to their role configuration, they can also be added to cases outside their access scope manually or via routing rule.
- For more information on custom roles, view our custom role guide.
Assigning Admins
Assigning a primary, owner or sub admin to a case immediately grants them access and sends them an email notification that they have been assigned.
If you assign a user with a custom role you must first ensure they have access in order to assign.
NOTE: It is critical to assign an admin to all cases, as the assigned admin will receive new message notifications from the reporter.
How to Assign an Admin
To assign an admin, select the admin from the Assign dropdown.
All primary, owner and sub admins in your organization are listed in the Assign Admin dropdown, regardless of if they currently have access, unless they have been explicitly blocked. If you select an admin that does not currently have access, you will be prompted to first grant them access before assigning. In order to assign a user with a custom role you must first add them under ‘Manage Access.”
NOTE: Unassigning or reassigning an admin does not automatically revoke their access. The only way to revoke access is to do so under Manage Access.
Granting Access
To add a new admin to a case, enter the admin's name into the lookup, select the admin from the dropdown, and press Grant Access. The admin will then receive an email notification that they have been added.
If you do not find the admin you want to add, they are most likely not yet an admin in AllVoices. Reach out to your AllVoices Account Manager to get them signed up.
NOTE: Sub Admins who are granted access will be able to view messages, but only Sub Admins who are the assigned admin will have the ability to send messages to the reporter.
Blocking Admins
Blocking an admin removes them from the Assign Admin dropdown, as well as the Manage Access lookup, to ensure they cannot be added or assigned. If the admin has default access or was previously granted access, their access is immediately revoked upon blocking. Employees can also block admins by email address when submitting a case, to learn more about this feature view our guide here.
This feature is meant to be used for instances in which an admin needs to be prevented from accessing a case; for example when they are the subject of the case. This functionality is different than removing an admin, as it disables their ability to be added to that case later on.
How to Block an Admin:
To block admins, navigate to the Manage Access page on the case.
a. Click the block icon next to their name
How to Unblock an Admin:
Click ‘View Blocked Admins’ and click ‘Unblock’
NOTE: Admins are not notified when blocked or unblocked. Unblocking Primary Admins and Owners immediately grants them access due to their default permissions. Unblocking Sub Admins and Viewers does not immediately grant them access, but they can be added under Manage Access.
Who Can Block an Admin?
Sub Admins with access to the case can block other Sub Admins or Viewers, but they do not have the ability to block Primary Admins or Owners. Owners and Primary Admins have the ability to block any admin. Viewers cannot block other admins as this is a view-only role.
Employees can also block admins by email address when submitting a case, to learn more about this feature view our guide here.
Removing Admins
Admins can be removed from a case on the Manage Access page. Unlike blocking, when an admin is removed they can easily be added back under Manage Access, or by assigning them to the case.
Who Can Remove Admins?
Primary Admins and Owners cannot be removed from cases as their role grants them default access. The only way to revoke a Primary Admin or Owner’s access is to Block them (see Blocking Admins above).
Viewers cannot remove admins as this is a view-only role.
Editing Admins Permissions:
Custom role admins with ‘Manage Access -Edit’ permissions, can further restrict or grant access to specific sections of a case overriding role-based permissions on individual cases as needed. They can also grant this power to other admins on a case specific basis as needed. This functionality allows for more granular access control during the administration of individual cases.
On individual cases under ‘Manage Access’ Owners, Primaries or Custom role admins with ‘Manage Access -Edit permissions’ are able to grant or restrict other admins access to specific sections of the case, regardless of that admin’s default permissions as defined by their user role.
This power can also be granted to other admins on individual cases as needed. To do so clicked on the desired admins name enable Manage Access- Edit Permissions.
Admins with edit permissions can change admins’ case specific access by clicking the “Edit Permissions’ icon next to the admin’s name.
You can then change the default permissions as defined by their user role for that individual case only.
For example: you may want to restrict certain parts of the case for confidentiality but retain the admins access to other portions of the case. You can also override default access and grant permissions to sections beyond what the user’s role allows in the event it is inhibiting the workflow.
However, it’s important to note that when implementing overrides, it's best to adhere to the principle of least privilege, granting only the necessary permissions for the specific task or context.
The following case sections can be displayed or hidden. Upon pressing ‘Save’ the admin’s access to that section of the case will be updated accordingly.
If you have any additional questions, please reach out to support@allvoices.co.