OS EDU - Dear CSM: How do you ensure that a Help Desk owner has permissions to configure and manage the module?

Question: I want the owner of a help desk to have access to module tools in her navigation to manage and configure it. How can I give someone access to the Help Desk module?

 Answer: Awesome and important question! Let me show you. There are a few things you can do, as Portal Admin, to allow the employee to do more with the Help Desk:

Configure the Island

As an Owner of a Help Desk, the ONLY THING that permission will let her do is “configure” that Help Desk once someone places it on a page. That’s the only permission she is given at that stage.

 If you want her to be able to place the Help Desk island on a page, she must be an Assistant Manager of the workgroup the page lives in and have permission in the workgroup to add/move islands.

 Place the Island on a Page

In order to place an Island on a Page, the employee needs to be an Assistant Manager of where the page lives and have appropriate permissions. To add an Assistant Manager to a workgroup where the page lives, hover over the specific workgroup and right click. Select permissions.

Select Add/Remove Assistant Manager

Once you have added the Employee as an Assistant Manager, make sure that she has “Edit Page Design” (under Page Permissions) and “Configure this Island” (under Help Desk Permissions)

Add the Module Tools “node” and Help Desks

There are two tools under the “Module Tools – Help Desk” section that you may want to also delegate.

•  Configure allows a User to choose and edit the Custom Fields for an existing Help Desk – she must be an owner - to configure a Desk. You probably want to do this, so the Owner can set up the Help Desk to request the exact information she needs.
•  Manage is the Help Desk tool that allows a User to create new Help Desks, as well as assign owners to that Help Desk. This is a deeper permission, and you may want to limit who can do this.

 To get the “Module Tools” node to appear in her navigation without making her a full-blown Portal Admin, you need to go to Portal Tools – Manage Portal Framework – Module Administrator Security:

You’ll probably want to choose Help Desks, and you can give her “Manage” or “Configure” or both!

Also, the new Admin might want this: the Help Desk Guide is here.