Scope is the intended audience for a CSM Item (example: A Dashboard is intended for everyone on a specific Team). CSM uses the following Out of the Box (OOTB) scopes:

  • User: Audience is a specific User/Customer (example: User can access his Dashboards).
  • Role: Audience is every member assigned to a Role (example: Every User/Customer logging in through the Role can access that Role's Dashboards).
  • Team: Audience is every User on a Team, or every Customer in a Workgroup (example: Every User/Customer assigned to a specific Team/Workgroup can access that Team/Workgroup's Dashboards).
  • Global: Audience is all Users/Customers who can log in to CSM (example: All CSM Users/Customers can access Global Dashboards).
  • System: Audience is the CSM system itself. Any User/Customer who can log in to CSM can use a system item; however, editing is available only in CSM Administrator, typically by a system administrator. A Document Repository is an example of a System item.
  • Blueprint: Audience is any User/Customer who can log in to CSM; however, use is typically automated and editing is available only in a Blueprint, typically by a system administrator. A One-Step™ that runs when a User clicks a button on a form is an example of an item in a Blueprint scope.
  • Site: Audience is a Portal Customer (example: Dashboard is available only on a specific Portal Site). Site-only items must be created within the Site Manager (Site Manager>Menu).
    Note: If you want items to be widely available, do not limit them to a Site scope; rather store the items with the other CSM items in their perspective Managers.
    Note: CSM Browser Clients support limited functionality so some CSM items and operations are not applicable in the Portal and/or Browser Client.

When setting security rights for CSM items for security groups (example: Administrator, Service Desk Technician, Manager, etc.), access to functionality can be limited by scope. For example, an Anonymous Browser (not logged-in Portal Customer) might not be able to see a Calendar that a logged-in Customer has access to.

Note: When creating CSM Items and defining default settings, be sure to consider how scope affects access.

Scopes are used by most CSM items (Calendars, Dashboards, Attachments, One-Steps, etc.) to apply a range of use. As a result, most CSM Managers organize their items at the root level in the Manager tree by scope.

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