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Accounts: Overview of LibAnswers account permissions
There are 5 different user levels in LibAnswers:
Admin users can create content, edit all content in the system, and manage system settings & customizations. They have access to all ticket queues, FAQ groups, and (if LibChat is enabled for their account) chat departments.
Regular users can create and edit FAQs in assigned groups, reply to tickets in assigned queues, and (if LibChat is enabled for their account) monitor chats in assigned departments. Ideal for most general users.
Reader users have read-only access to the public pages of Internal and Restricted Internal FAQ groups. These users cannot access the LibAnswers dashboard, Knowledge Base Explorer, Ref Analytics, LibChat, Stats, Social media, or Systems Status Management internal pages..
Ref. Analytics Only users can only add, view, and analyze transactions in your Reference Analytics datasets. This is helpful if you want certain users (such as student assistants) to record transactions, but not have access to other areas of LibAnswers.
Inactive users are prevented from signing into your LibAnswers system, while allowing the data they entered to remain attributed to them. This is helpful if a user is no longer employed at your library, but you want to keep the data they created assigned to them. By comparison, if you remove a user from your system, you would have to reassign their records to a different user.
The sections below summarize the various permissions that each account has.
General Permissions
Permission
Admin Users
Regular Users
Reader Users
Ref. Analytics Only Users
Inactive Users
Log into LibAnswers
Yes
Yes
Can log into public pages of Internal and Restricted Internal groups only. No access to Admin side of LibAnswers.
Yes
No
View the LibAnswers dashboard
Yes
Yes, but will only see tickets in assigned queues
n/a
No
n/a
Create widgets
Yes
Yes, but only for assigned queues and groups
n/a
No
n/a
Edit widgets
Yes
Yes, but only those that they created
n/a
No
n/a
Customize system settings
Yes
No
n/a
No
n/a
Create and manage user accounts
Yes
No
n/a
No
n/a
Manage assets (i.e. links, files, & media)
Yes
Yes, but only content they created
n/a
No
n/a
Create dashboard views
Yes, shared & private
Yes, but only private & for queues they have Admin-level access to
n/a
No
n/a
Create macros
Yes, shared & private
Yes, but only private & for queues they have Admin-level access to
Yes, but only for departments that are assigned to a queue where they are a Queue Admin
Add banned IP addresses
Yes
Yes, but only while chatting with a patron or viewing transcripts or if there are departments that are assigned to a queue where they are a Queue Admin
Remove banned IP addresses
Yes
Yes, but only if there are departments that are assigned to a queue where they are a Queue Admin
Create and manage canned messages
Yes, system and personal
Yes, personal and for departments that are assigned to a queue where they are a Queue Admin
The following permissions apply to actions that are related to participating in a LibChat Co-Op, both the 24/7 Co-Op and local co-ops. Please note that "Regular" here refers to a Regular Co-Op user -- this is not the same as a Regular-level account in a local LibAnswers system (i.e. a local Admin-level user could still be a Regular user in the Co-Op). If a local user does not have one of the permission levels listed below for a Co-Op, they will not have access to it nor be able to monitor chats from it.
Permission
Co-Op Admin
Institution Admin
Regular
Add, edit, and remove accounts from the Co-Op
Yes, all institutions
Yes, but only from their own institution (and can only assign the Institution Admin or Regular account levels)
No
View chat transcripts
Yes, all institutions
Yes, but only from their own institution
Yes, but only chats they answered
View chat monitoring activity & statistics
Yes, all institutions
Yes, but only from their own institution
Yes, but only chats they answered
View QA feedback for chats
Yes, all institutions
Yes, but only from their own institution
Yes, but only chats they answered
Monitor and answer chats from the Co-Op
Yes (LibChat must be enabled in their local LibAnswers account)
Yes (LibChat must be enabled in their local LibAnswers account)
Yes (LibChat must be enabled in their local LibAnswers account)