Users and permissions

Adding clients and client contacts

Clients are the organisations you work with. Client contacts, sometimes called client staff, are the people at those organisations.

1. 1Click Users to open the users page.
2. 2Click Create and choose Client.
3. 3Fill in the Create Client form and click Save.
4. 4To add people, click Users then My Clients, hover over the client and click Add Client Staff.
5. 5Fill in the form and click Save. Repeat for as many contacts as the client has.

Permission roles

Permissions are bundled into roles so you are granting a job description rather than a list of switches.

1. 1Click Users, then My Team Members.
2. 2Click the team member to open their profile page.
3. 3Select Change Permissions from the Account Settings panel.
4. 4Choose a role and click Save.

Passwords

Users can reset their own password from the login page: click Forgotten your password, enter your username, and follow the link in the email that arrives.

Internal admins can set a password directly. Open the team member's profile, select Change Password under Account Settings, enter your own password and then their new one, and click Save.

Two-factor authentication

SwiftCase supports app-based two-factor authentication using any standard authenticator, including Google Authenticator and Microsoft Authenticator.

1. 1Install an authenticator app on your phone.
2. 2Log into SwiftCase and open your account profile.
3. 3In the Account Settings panel, click Enable Two Factor Authentication. A QR code appears.
4. 4Scan the QR code with your authenticator app.
5. 5Click Confirm in SwiftCase and enter the passcode your app shows.

From then on, logging in asks for a passcode as well as a password. Disabling two-factor authentication works the same way, from the same panel, and also requires a passcode.

Email accounts on a user

A user needs an email account attached before they can send or receive mail through SwiftCase. Only internal admins can add one.

1. 1Click Users, then My Team Members.
2. 2Click the team member to open their profile page.
3. 3Click Create on the Email Accounts panel, or hover an existing account and click Edit to change one.
4. 4Fill in the Create New Email Account form and click Verify.

Skills and allocation

Skills describe what a person is qualified or equipped to handle, and they are what automatic allocation matches against. Manage the list of skills from the Skills page in Admin, then add and remove skills on individual user profiles.

Allocation sets group skills and criteria together so work can be routed without anyone deciding case by case. Once skills are set up, the Auto Allocate automated event can assign work to whoever fits.

The user log

Every user profile carries a log of activity on that account. Open the profile and view the log list to see it, or download it if you need a copy for a review or an audit.

Exporting your user list

SwiftCase can export your user list as a CSV file, which is the usual starting point for a reconciliation against HR records or an access review. Users can also be imported from CSV, with matching on contact method and profile so an import updates existing people rather than duplicating them.