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Workforce Optimization for Customer Service › Agent management › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Managing user criteria for event types

Manage user access for any event type such as meeting, training, and time-off requests in the team calendar.

You can include or exclude Create, Read, Write or Update, and Delete (CRUD) rights for event types using the inclusion and exclusion user criteria access. You can perform the CRUD operations for users, groups, or roles.

Note: By default, team members don’t have read-access to events of type Actual work.

For additional flexibility around managing the CRUD access, you can set the user criteria for each event type. For example, if team members don't have access to edit their work shifts using their role-based access, you can set that access using user criteria. You can set this access for specific team members or for the whole group.

Image omitted: inclusion-exclusion-criteria-event-types.svg
The flow diagram diaplying the logic on how inclusion and exclusion user criteria access work for event types.

How inclusion and exclusion user criteria access works

When the user criteria rules get evaluated, it's done in the following order:

  1. The system first evaluates the exclusion access for each criteria.
    • If the exclusion access for a CRUD operation is set to true, then the system evaluates the user criteria.
      1. If the user doesn’t have access based on their role, then the user is denied access for the specific CRUD operation.
      2. If the user isn’t denied access, then the system evaluates the inclusion criteria.
    • If the exclusion access for a CRUD operation is set to false, then the system evaluates the inclusion criteria.
  2. For the inclusion access, for a specific CRUD operation such as Create, the system checks if at least one of the inclusion user criteria is set to true. If yes, then the system evaluates the user criteria based on the user's role access.
    • If the user:
      • Has access for the CRUD operation based on their user role, then the user can perform that action. For example, if the event type is training and the CRUD operation is Create then the user can create the training event types.
      • Doesn’t have access for the CRUD operation based on their user role, then the user can’t perform that action.
    • If at least one of the inclusion criteria isn’t set to true, the user doesn’t have access to the specific CRUD operation. In this example, the user can’t create the training event types.

Note: The exclusion access always takes precedence over the inclusion access. If no inclusion or exclusion access is set, then the role-based access is used for managing event types.

Parent Topic:Workforce Optimization for Customer Service

Create user criteria for event types in Workforce Optimization for Customer Service

Add a user criteria record to specify which users, roles, and groups can access event types in Workforce Optimization for Customer Service.

Before you begin

Role required: admin

Procedure

  1. Navigate to All > Service Catalog > Catalog Definitions > User Criteria.

  2. Select New.

  3. On the form, fill in the fields.

    FieldDescription
    NameUnique name for the user criteria
    UsersUsers who can access event types.
    GroupsGroups who can access event types.
    RolesRoles who can access event types when you apply the user criteria.
    AdvancedOption to create a script for the user criteria.
    ActiveEnabling the check box makes the user criteria available.
    CompaniesCompanies who can access event types.
    LocationLocations that can access event types.
    DepartmentsDepartments that can access event types.
    Match AllOption to make every condition that is set required when the user criteria are applied.

  4. Select Submit.

Include or exclude user access for event types​

Add or remove access to users for any event type so that they can view event types that are relevant only to them.​

Before you begin

Role required: sn_shift_planning.admin​

Procedure

  1. Navigate to All > Workforce Optimization for CSM > Scheduling > Event Configuration.

  2. Select an event.

  3. Exclude or Include specific CRUD access for users to events.

ToDo this

**Exclude users for which you do not want to enable specific access to event types.Important: For exclusion, a Create access will deny the user from creating events because it excludes that access for the user. The same principle applies to any of the CRUD operations.

**

  1. Select the Evaluate access for exclusion tab.

Note: You can set the CRUD access for each user criteria where you would exclude the user from specific CRUD operations.

  1. To create a new Event Exclusion User Criteria, select New.
  2. In the Name field, enter a name, which is an entity of users that is evaluated for the exclusion user criteria for the selected event type. This entity identifies and associates the user criteria to the event type..
  3. In the User criteria field, select the user criteria record for which you want to set exclusion CRUD operations.
  4. Select the CRUD operations for which you do not want to give access.
  5. Select Submit.

**Include users for which you want to enable specific access to event types.Important:

For inclusion, for specific CRUD operation such as Create, the system evaluates if at least one of the inclusion user criteria is set to true:

  • If any of the criteria is set to true, then the system checks if the user satisfies the criteria.
  • If the user satisfies the criteria, then they have access for the specific CRUD operation.
  • If the user does not satisfy the criteria, then they don't have access to the CRUD operation.
  • If none of the criteria is set to true, the user has access to the specific CRUD operation. This is based on the default behavior where all users have access based on their roles before they're added to the user criteria. **
  1. Select the Evaluate access for inclusion tab.
  2. To create a new Event Inclusion User Criteria, select New.
  3. In the Name field, enter a name for the event inclusion user criteria.
  4. In the User criteria field, select the user criteria record for which you want to set inclusion user criteria access.
  5. Select the CRUD operations for which you want to give access.
  6. Select Submit.
  1. Click Update.

Verify access criteria for a group or a team member in Workforce Optimization for Customer Service

Check what create, read, update, and delete rights your groups or your team members have for events to make sure that they have the correct permissions that they need.

Before you begin

Role required: sn_shift_planning.admin

Procedure

  1. Navigate to Workspaces > Manager Workspace.

  2. In the lists module, go to Scheduling > Event type.

  3. Select an event for which you want to verify user access.

  4. Select the User access tab.

  5. Do any of the following.

ToDo this
Verify user access for all your groupsSelect All my groups.
Specific groups and team members
  1. Select Specific groups and team members.
  2. In the Specific groups field, enter the groups for which you want to verify user access.
  3. In the Team members field, select the members of your team for which you want to verify the access.
  4. Select Check user access.
The screen displays the create, read, write, and delete columns as **true** for each team member that has access to the specific type of access to the selected event.