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Worksheet Use this worksheet to plan your role configuration before you start building them or updating them.
For more information about configuring roles, refer to Application Security - Roles. |
If you’re feeling hesitant, you can always work through this in your staging environment before making the changes in your production environment.
It’s easy to confuse roles and groups. Before we start configuration, here are a few reminders:
•Roles work together with groups.
•Roles determine what users can sell, which charges apply to their orders and which payment and delivery methods are available.
•Roles determine which holds can be sold or adjusted. For example, specific holds can be accessible only to the ticket office manager.
•Roles can determine pricing. For example, you can offer a lower-priced tickets online.
•Roles don’t control what a user can do in the system.
•Roles can be helpful for reporting. For example, if you want to know how many tickets are sold online, in-person or over the phone, set up at least three roles.
Groups control access to pages and features and roles control access to things you can configure, like events, prices, charges, holds, payment methods, delivery methods, brands and so on.
Roles are only used by Desktop users. Your role’s ‘Name’ should help identify who should be using the role, and that is what will appear on reporting. The ‘Displayed Label – English’ is what your Desktop users will see.
Roles control some of the settings when selling tickets and working with customers in Customer Services. If your customers provide feedback that they don’t have enough time to complete their online orders, increase the ‘Offer Time Out’ to a value that should give the majority of customers a chance to select their tickets, log in or create an account, select a delivery method and complete their purchase.
If you allow staff in the ticket office to create reservations, the ‘Reservation Time Out’ value indicates the maximum duration of a reservation. If this is set to +2D, the reservation will expire after 48 hours. The ‘Reservation Valid Until’ value indicates who long a reservation can be accessed in relation to the event start date. If you set this to -1D, reservation would expire 24 hours before the event.
While these fields aren’t marked as mandatory, it’s strongly recommended that you set values:
•Email from Address: This email address is used to send confirmation/invoice emails from the system and scheduled reports.
•Role Group: Some reports, like the Ticket Sales report, can roll up sales based on the group rather than the role.
•Default Dashboard Article: Set the article you want to display on the Desktop when users log in and select their roles.
Roles also control default settings like what happens when you load an event or customer, click ‘Next Customer’ or which searches load by default when searching for events, customers or orders. You can adjust these settings on the Roles|Preferences page.
The following roles are typically included:
•Box Office Administrator
•Customer Service
•Group Sales
•Internet
•Internet - Give
•Kiosk
•Migration
•Mobile
•Phone Sales
•Scanning User
•StubHub
•System Owner
•View Only
•Window Sales
Feel free to adjust the names of any of the roles you don’t think you’re going to use. If you want to clean up any unused roles, you’ll need to ensure that they’re not referenced anywhere else, including payment methods, delivery methods, calendar entries for articles.
When you’re ready, create your new roles. You can always change the ‘Name’, ‘Description’ and ‘Displayed Label – English’ values of your existing roles and ‘Save Copy’.
Refer to our product documentation for further information.
