 2007 Saffire Systems. All Rights Reserved.
SupportSoft, Inc.
Knowledge Center Suite Version 6.5
Security Target
Release Date: January 11, 2008
Version: 1.0
Prepared By: Saffire Systems
P.O. Box 11154
Champaign, IL 61826
Prepared For: SupportSoft, Inc.
575 Broadway
Redwood City, CA 94063
SupportSoft Knowledge Center ST January 11, 2008
 2007 SupportSoft, Inc. All Rights Reserved. i
Table of Contents
1 INTRODUCTION..............................................................................................................................................1
1.1 IDENTIFICATION ..........................................................................................................................................1
1.2 CC CONFORMANCE CLAIM.........................................................................................................................1
1.3 OVERVIEW ..................................................................................................................................................1
1.4 ORGANIZATION ...........................................................................................................................................2
1.5 DOCUMENT CONVENTIONS .........................................................................................................................2
1.6 DOCUMENT TERMINOLOGY.........................................................................................................................3
1.6.1 ST Specific Terminology........................................................................................................................3
1.6.2 Acronyms ...............................................................................................................................................3
2 TOE DESCRIPTION ........................................................................................................................................5
2.1 OVERVIEW ..................................................................................................................................................5
2.2 ARCHITECTURE DESCRIPTION .....................................................................................................................5
2.3 PHYSICAL SCOPE AND BOUNDARIES ...........................................................................................................7
2.3.1 Hardware Components..........................................................................................................................7
2.3.2 Software Components............................................................................................................................8
2.3.3 Guidance................................................................................................................................................9
2.4 LOGICAL BOUNDARIES................................................................................................................................9
2.4.1 Access Control.......................................................................................................................................9
2.4.1.1 KC Access Levels ...................................................................................................................................... 10
2.4.1.2 SmartResults .............................................................................................................................................. 10
2.4.2 Audit ....................................................................................................................................................10
2.4.3 Identification and Authentication ........................................................................................................11
2.4.4 Security Management ..........................................................................................................................11
2.4.5 Protection of TOE functions ................................................................................................................12
2.5 ITEMS EXCLUDED FROM THE TOE/TSF ....................................................................................................12
2.5.1 Knowledge Center SDK.......................................................................................................................12
2.5.2 AnalystAssist........................................................................................................................................12
2.5.3 External Authentication.......................................................................................................................12
2.5.4 Caching................................................................................................................................................12
3 TOE SECURITY ENVIRONMENT..............................................................................................................13
3.1 ASSUMPTIONS ...........................................................................................................................................13
3.1.1 Personnel Assumptions........................................................................................................................13
3.1.2 Physical Environment Assumptions.....................................................................................................13
3.1.3 Operational Assumptions.....................................................................................................................13
3.2 THREATS ...................................................................................................................................................13
3.3 ORGANIZATIONAL SECURITY POLICIES.....................................................................................................14
4 SECURITY OBJECTIVES.............................................................................................................................15
4.1 SECURITY OBJECTIVES FOR THE TOE ......................................................................................................15
4.2 SECURITY OBJECTIVES FOR THE ENVIRONMENT ......................................................................................15
4.2.1 IT Security Objectives For The Environment ......................................................................................15
4.2.2 Non-IT Security Objectives For The Environment ..............................................................................16
4.3 SECURITY OBJECTIVES TRACING ..............................................................................................................17
4.4 RATIONALE FOR THREAT COVERAGE .......................................................................................................18
4.5 RATIONALE FOR ORGANIZATIONAL POLICY COVERAGE...........................................................................20
4.6 RATIONALE FOR ASSUMPTION COVERAGE ...............................................................................................20
5 IT SECURITY REQUIREMENTS................................................................................................................22
5.1 TOE SECURITY FUNCTIONAL REQUIREMENTS ..........................................................................................23
5.1.1 Security Audit (FAU)...........................................................................................................................23
5.1.1.1 FAU_GEN.2 User Identity Association..................................................................................................... 23
5.1.1.2 FAU_SAR.1a Audit Review – Login......................................................................................................... 23
5.1.1.3 FAU_SAR.1b Audit Review – Content Items ........................................................................................... 23
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5.1.1.4 FAU_SAR.2 Restricted Audit Review....................................................................................................... 23
5.1.2 Identification and Authentication (FIA)...............................................................................................23
5.1.2.1 FIA_AFL.1 Authentication failure handling.............................................................................................. 23
5.1.2.2 FIA_ATD.1 User Attribute Definition....................................................................................................... 24
5.1.2.3 FIA_SOS.1 Verification of Secrets............................................................................................................ 24
5.1.3 Security Management (FMT)...............................................................................................................24
5.1.3.1 FMT_MOF.1 Management of security functions behaviour...................................................................... 24
5.1.3.2 FMT_MSA.1 Management of security attributes - AC.............................................................................. 25
5.1.3.3 FMT_MSA.3 Static attribute initialization - AC........................................................................................ 25
5.1.3.4 FMT_MTD.1a Management of TSF data - Query ..................................................................................... 25
5.1.3.5 FMT_MTD.1b Management of TSF data – Modify .................................................................................. 26
5.1.3.6 FMT_MTD.1c Management of TSF data – Create, Delete........................................................................ 27
5.1.3.7 FMT_SMF.1 Specification of Management Functions.............................................................................. 28
5.1.3.8 FMT_SMR.1 Security Roles...................................................................................................................... 29
5.2 EXPLICITLY STATED TOE SECURITY FUNCTIONAL REQUIREMENTS.........................................................29
5.2.1 Security Audit (FAU)...........................................................................................................................29
5.2.1.1 FAU_GEN_EXP.1 Explicit Audit Data Generation .................................................................................. 29
5.2.2 User Data Protection (FDP) ...............................................................................................................30
5.2.2.1 FDP_ACC_EXP.1 Subset access control logic - AC................................................................................. 30
5.2.2.2 FDP_ACF_EXP.1 Security attribute based access control logic - AC....................................................... 30
5.2.3 Identification and Authentication (FIA)...............................................................................................31
5.2.3.1 FIA_UAU_EXP.2 User Authentication with anonymous.......................................................................... 31
5.2.3.2 FIA_UID_EXP.2 User Identification with anonymous.............................................................................. 31
5.2.4 Protection of TSF (FPT)......................................................................................................................31
5.2.4.1 FPT_RVM_EXP.1 Partial Non-bypassability of the TSP.......................................................................... 31
5.2.4.2 FPT_SEP_EXP.1 Partial TSF Domain Separation..................................................................................... 31
5.3 IT ENVIRONMENT SECURITY REQUIREMENTS...........................................................................................32
5.3.1 Security Audit (FAU)...........................................................................................................................32
5.3.1.1 FAU_STG.1 Protected Audit Trail Storage ............................................................................................... 32
5.3.2 Identification and Authentication (FIA)...............................................................................................32
5.3.2.1 FIA_UAU.2 User Authentication before any action –Database.................................................................32
5.3.2.2 FIA_UID.2 User Identification before any action – Database ................................................................... 32
5.3.3 Protection of the TSF (FPT)................................................................................................................32
5.3.3.1 FPT_ITC.1 Inter-TSF confidentiality during transmission ........................................................................ 32
5.3.3.2 FPT_ITI.1 Inter-TSF Detection of Modification........................................................................................ 32
5.3.3.3 FPT_STM.1 Reliable Time Stamps ........................................................................................................... 32
5.3.4 TOE Access (FTA)...............................................................................................................................33
5.3.4.1 FTA_SSL.3 TSF-initiated termination....................................................................................................... 33
5.4 EXPLICITLY STATED IT ENVIRONMENT SECURITY FUNCTIONAL REQUIREMENTS ....................................33
5.4.1 Security Audit (FAU)...........................................................................................................................33
5.4.1.1 FAU_TIM_EXP.1 Audit Data Time Stamp............................................................................................... 33
5.4.2 User Data Protection (FDP) ...............................................................................................................33
5.4.2.1 FDP_QRY_EXP.1 –Query Resolution ...................................................................................................... 33
5.4.3 Protection of the TSF (FPT)................................................................................................................33
5.4.3.1 FPT_RVM_ENV_EXP.1 Environment Non-bypassability of the TSP...................................................... 33
5.4.3.2 FPT_SEP_ENV_EXP.1 Environment TSF Domain Separation ................................................................ 33
5.5 TOE STRENGTH OF FUNCTION CLAIM.......................................................................................................33
5.6 TOE SECURITY ASSURANCE REQUIREMENTS ...........................................................................................34
5.6.1 ACM_CAP.2 Configuration items .......................................................................................................34
5.6.2 ADO_DEL.1 Delivery procedures.......................................................................................................35
5.6.3 ADO_IGS.1 Installation, generation, and start-up procedures...........................................................35
5.6.4 ADV_FSP.1 Informal functional specification ....................................................................................35
5.6.5 ADV_HLD.1 Descriptive high-level design.........................................................................................36
5.6.6 ADV_RCR.1 Informal correspondence demonstration........................................................................36
5.6.7 AGD_ADM.1 Administrator guidance ................................................................................................37
5.6.8 AGD_USR.1 User guidance ................................................................................................................37
5.6.9 ATE_COV.1 Evidence of coverage......................................................................................................38
5.6.10 ATE_FUN.1 Functional testing ......................................................................................................38
5.6.11 ATE_IND.2 Independent testing - sample.......................................................................................39
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5.6.12 AVA_SOF.1 Strength of TOE security function evaluation ............................................................39
5.6.13 AVA_VLA.1 Developer vulnerability analysis ................................................................................39
5.7 RATIONALE FOR TOE SECURITY REQUIREMENTS.....................................................................................40
5.7.1 TOE Security Functional Requirements ..............................................................................................40
5.7.2 TOE Security Assurance Requirements ...............................................................................................43
5.8 RATIONALE FOR IT ENVIRONMENT SECURITY REQUIREMENTS ................................................................43
5.9 RATIONALE FOR EXPLICITLY STATED SECURITY REQUIREMENTS ............................................................45
5.10 RATIONALE FOR SECURITY REQUIREMENT DEPENDENCIES......................................................................46
5.11 RATIONALE FOR INTERNAL CONSISTENCY AND MUTUALLY SUPPORTIVE ................................................48
5.12 RATIONALE FOR STRENGTH OF FUNCTION CLAIM ....................................................................................48
6 TOE SUMMARY SPECIFICATION ............................................................................................................49
6.1 TOE SECURITY FUNCTIONS ......................................................................................................................49
6.1.1 Access Control.....................................................................................................................................49
6.1.2 Audit ....................................................................................................................................................50
6.1.3 Identification and Authentication ........................................................................................................51
6.1.4 Security Management ..........................................................................................................................52
6.1.5 Protection of TOE functions ................................................................................................................55
6.2 RATIONALE FOR TOE SECURITY FUNCTIONS............................................................................................55
6.3 APPROPRIATE STRENGTH OF FUNCTION CLAIM ........................................................................................56
6.4 SECURITY ASSURANCE MEASURES AND RATIONALE ................................................................................56
7 PROTECTION PROFILE CLAIMS .............................................................................................................60
8 RATIONALE ...................................................................................................................................................61
8.1 SECURITY OBJECTIVES RATIONALE ..........................................................................................................61
8.2 SECURITY REQUIREMENTS RATIONALE ....................................................................................................61
8.3 TOE SUMMARY SPECIFICATION RATIONALE ............................................................................................61
8.4 PROTECTION PROFILE CLAIMS RATIONALE...............................................................................................61
9 APPENDIX A: KC ACCESS LEVELS AND FUNCTIONS .......................................................................62
10 APPENDIX B – SUPPORTSOFT PLATFORM PERMISSIONS ..............................................................81
List of Tables
Table 1 – ST Organization and Description ................................................................................... 2
Table 2 – Threats & IT Security Objectives Mappings ................................................................ 18
Table 3 – TOE Security Functional Requirements....................................................................... 22
Table 4 – IT Environment Security Functional Requirements ..................................................... 23
Table 5 – Security Management Functions .................................................................................. 25
Table 6 – Query TSF Data............................................................................................................ 26
Table 7 – Modify TSF Data.......................................................................................................... 27
Table 8 – Create. Delete TSF Data ............................................................................................... 28
Table 9 – FAU_GEN_EXP.1.2 Content Item Auditable Events.................................................. 29
Table 10 – FAU_GEN_EXP.1.3 Logon Auditable Events........................................................... 30
Table 11 – Assurance Requirements: EAL2................................................................................. 34
Table 12 – TOE SFR and Security Objectives Mapping.............................................................. 41
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Table 13 – IT Environment SFR and Security Objectives Mapping............................................ 43
Table 14 – Explicitly Stated SFR Rationale ................................................................................. 46
Table 15 – SFR Dependencies...................................................................................................... 48
Table 16 – TOE Security Function to SFR Mapping ................................................................... 56
Table 17 – Assurance Requirements: EAL2................................................................................. 59
List of Figures
Figure 1: The TOE in a Sample Environment ................................................................................ 5
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1 Introduction
This section identifies the Security Target, Target of Evaluation (TOE), conformance claims, ST
organization, document conventions, and terminology. It also includes an overview of the
Knowledge Center Suite Version 6.5.
1.1 Identification
TOE Identification: SupportSoft Platform Version 6.5 SP4 and SupportSoft Knowledge Center
Suite Version 6.5 SP1
ST Identification: SupportSoft, Inc. Knowledge Center Suite Version 6.5 Security Target.
ST Version: 1.0
ST Publish Date: January 11, 2008
ST Authors1
: Michelle Ruppel, Saffire Systems
Ward Rosenberry
PP Identification: None.
1.2 CC Conformance Claim
The TOE is Common Criteria (CC) Version 2.22
Part 2 extended.
The TOE is Common Criteria (CC) Version 2.2 Part 3 conformant at EAL2.
The TOE is also compliant with all International interpretations with effective dates on or before
June 10, 2005.
The TOE is compliant with selected NIAP Interpretations. The selected NIAP Interpretations are
identified as they are applied to the security requirements in Section 5.
This TOE is not conformant to any Protection Profiles (PPs).
1.3 Overview
The Knowledge Center (KC) application allows organizations to create, approve, and publish all
types of content and make that content available to a large set of end-users and Support Analysts.
KC provides support content creation, delivery, and management services. KC integrates with
existing call tracking systems (CTS) to help resolve service desk incidents more efficiently
through readily available knowledge based solutions. KC automatically correlates real-time
diagnostic data with the problem description to suggest likely solutions from a rich content
repository. KC is intended to be utilized as a knowledge base and end-user technical support
solution.
KC is installed atop SupportSoft’s Platform (Platform) application. Platform is the “backbone”
1
Previous ST author was William Godwin DSD Laboratories, Security Systems Division
2
Common Criteria (CC) for Information Technology Security Evaluation – January 2004, Version 2.2.
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and “foundation” all SupportSoft products are built upon. Platform provides Administrators with
management tools to administer the operating environment of KC. The Platform can
automatically link computing endpoints, network devices, end-users, and service professionals
in-context -- and in real-time.
KC is part of the Intelligent Assistance Suite. The Intelligent Assistance Suite also includes
AnalystAssist. However, the scope of this evaluation is limited to the Knowledge Center along
with the underlying Platform application.
1.4 Organization
Section Title Description
1 Introduction Provides an overview of the security target.
2 TOE Description Defines the hardware and software that make up the TOE,
and the physical and logical boundaries of the TOE.
3 TOE Security
Environment
Contains the threats, assumptions and organizational
security policies that affect the TOE.
4 Security Objectives Contains the security objectives the TOE is attempting to
meet.
5 IT Security Requirements Contains the functional and assurance requirements for
this TOE.
6 TOE Summary
Specification
A description of the security functions and assurances that
this TOE provides.
7 PP Claims Protection Profile Conformance Claims
8 Rationale Contains pointers to the rationales contained throughout
the document.
9 Appendix A: KC Access
Levels and Functions
Contains the list of access levels and functions
(operations).
Table 1 – ST Organization and Description
1.5 Document Conventions
The CC defines four operations on security functional requirements. The conventions below
define the conventions used in this ST to identify these operations. When NIAP Interpretations
are included in requirements, the additions from the interpretations are displayed as refinements.
Assignment: indicated with bold text
Selection: indicated with underlined text
Refinement: additions and replacements indicated with bold text and italics
deletions without replacing text indicated with strike-through bold text and
italics
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Iteration: indicated with typical CC requirement naming followed by a lower case letter
for each iteration (e.g., FMT_MSA.1a)
The explicitly stated requirements claimed in this ST are denoted by the “_EXP” extension in the
unique short name for the explicit security requirement.
1.6 Document Terminology
Please refer to CC Part 1 Section 2.3 for definitions of commonly used CC terms.
1.6.1 ST Specific Terminology
AC Author Center
CTS Call Tracking System
FG Filter Group permissions
KC Knowledge Center
RP Report permissions
SA Support Administrator
SC Support Center
UC User Center
1.6.2 Acronyms
CC Common Criteria
CCEVS Common Criteria Evaluation and Validation Scheme
DB Database
EAL2 Evaluation Assurance Level 2
FAQ Frequently asked question
IIS Internet Information Server
MAC Message authentication code
OS Operating System
OSP Organizational Security Policy
PP Protection Profile
SFP Security Function Policy
SFR Security Functional Requirement
SOF Strength of Function
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ST Security Target
TOE Target of Evaluation
TSF TOE Security Functions
TSP TOE Security Policy
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2 TOE Description
2.1 Overview
The TOE allows organizations to create, approve, and publish all types of content and make that
content available to a large set of end-users and Support Analysts. The TOE is intended to be
used as a knowledge base and end-user technical support solution. From a Common Criteria
Evaluation and Validation Scheme (CCEVS) standpoint, this TOE falls under the
“Miscellaneous” category.
The SupportSoft Platform and SupportSoft Knowledge Center (KC) are both included in the
SupportSoft Intelligent Assistance Suite. The Intelligent Assistance Suite allows users to
develop, share, research, and resolve end-user technical support issues throughout an
organization. It enables Administrators and Analysts to support technical issues surrounding end-
point management. The Intelligent Assistance Suite includes the AnalystAssist application(s)
which is a web based support automation system providing issue resolution and remote end user
assistance. The TOE includes only the Platform and KC components. The other components of
the Intelligent Assistance Suite are not in the scope of the TOE. The SupportSoft Knowledge
Center product can be purchased separately without the Intelligent Assistance Suite. The
SupportSoft Platform is included with the purchase of the KC.
2.2 Architecture Description
Figure 1: The TOE in a Sample Environment
The TOE (Platform and KC) is installed on a SupportSoft web server. The TOE includes
Database
Load Balancer
IE Browser
Windows OS
IE Browser
Windows OS
IE Browser
Windows OS
TOE
Environment
Legend:
Windows Server
IIS
SupportSoft Platform
SupportSoft
Knowledge Center
SupportSoft Web Server
SupportSoft Interfaces
Windows Server
IIS
SupportSoft Platform
SupportSoft
Knowledge Center
SupportSoft Web Server
SupportSoft Interfaces
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multiple web-based interfaces available to users to interact with the TOE. These interfaces rely
on Microsoft Internet Information Server (IIS) to provide the HTTPS protocol and to process the
requests to and from the TOE. (The product also supports using the HTTP protocol, but that is
not included in the evaluated configuration.) Users can interact with the TOE from any system
using one of the approved web browsers, as defined in Section 2.3.2. The browser is used to
display information from the TSF for the user and to input information from the user for the TSF.
The browser does not perform any security relevant functionality needed to implement the TSF.
All human interactions with the TOE are performed via the browser or the Support Center
Win32 client.
The TOE depends upon the underlying Microsoft Windows 2000 Server operating system (OS)
and IIS to provide basic functionality, including secure communications (HTTPS). For small
scale deployments, it is possible to deploy in a single system configuration (one SupportSoft web
server). For medium to large scale deployments, a multiple system configuration is needed (two
or more SupportSoft web servers). For multiple system configurations, a load balancer (in the IT
environment) is required.
The TOE depends upon a database (in the IT environment) to store and retrieve the content
items3
and TOE system data, including user account information. The database (DB) can be
installed on a single machine or in a database cluster. The TOE depends upon the DB to require
identification and authentication prior to granting access to the DB. The TOE logs into the DB
under an administrative account created for the TOE to perform its operations. In order to protect
the content items and TOE system data, the TOE depends upon the database requiring
identification and authentication prior to allowing users to indirectly access the database via the
TOE. Only the TOE and TOE administrative users are allowed to have user accounts on the
database.
The TOE provides Web interfaces via virtual directories to administrator systems (Support
Administrator), analyst systems (Support Center), knowledge author systems (Author Center),
and end user systems (User Center).
 Support Administrator (SA): A virtual directory4
, browser-based application utilized by
administrators to configure and maintain the web server, application interfaces,
components and product features. The Support Administrator can create SupportSoft
users and groups, set Platform permissions for SupportSoft applications and tools,
configure content filtering, and create, edit and publish content reports.
 Support Center (SC): Support Center is provided as both a Win32-based container
application and as a virtual directory browser-based application. Support Center is used
by Support Analysts to search and browse content in order to provide solutions for end
3
A content item is a knowledge base entry that contains information (content) made available for access by the users
of the TOE. There are multiple types of content items. Platform provides the Folder content type. Knowledge Center
provides the following content types: Resource, Script SupportAction, SupportArticle – FAQ, SupportArticle -
Document, SupportArticle – Inline Document, SupportArticle – Problem Resolution, SupportArticle – URL, ,
Shortcut, Web document, and Contribution.
4
A virtual directory represents a namespace, often seen as a URL. For example, the namespace
http://www.supportsoft.com could contain a tree of documents. Virtual directories can be created below a root URL,
so a typical virtual directory might be http://www.supportsoft.com/sdcxuser, where sdcxuser is the virtual directory.
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users. Support Analysts can also use this application to contribute content ideas. Support
Center container application is a 32-bit container used in place of a browser to provide
the tabbed interface for tools. The Win32 Support Center container application utilizes
the SSL handling in Internet Explorer to perform all communication with the TOE.
 Author Center (AC): A browser-based application used to author content when
Knowledge Center is installed. The virtual directory associated to Author Center
provides the interface for a knowledge author to create and manage content as well as
view audit trail information on any selected content item the author developed. Both
simple and complex content is managed in the same interface and organized in a
hierarchical taxonomy.
 User Center (UC): A browser-based application used by end-users to obtain self-service.
The associated virtual directory provides an online interface for the user subscriber to
search for frequently asked questions (FAQs), automated solutions, tutorials and other
self-service tools.
These web interfaces and SC Win32 can be used either locally or remotely. There is no console
and no distinction between local and remote users.
2.3 Physical Scope and Boundaries
This section lists the hardware and software components of the product and denotes which are in
the TOE and which are in the environment.
2.3.1 Hardware Components
This table identifies hardware components in the IT environment. There are no hardware
components in the TOE. The following hardware components are required for the IT
environment:
Database Server Hardware Any hardware with at least one network adapter that will run the
OS required by the DB described in Section 2.3.2. It is
recommended that the computer have 100 GB disk space, but the
amount needed is dependent upon the number and size of the
content items.
Web Server Hardware Any hardware that will run Windows 2000 Server with Service
Pack 2 or higher. At least two network adapters are required; one
to connect to the DB (physically protected network) and one to
connect to the network. The recommended minimum disk space is
20 GB.
Client/Browser Workstation Any hardware that will run the Windows OS that supports the
client browser described in Section 2.3.2. The client/browser
workstation must have at least one network adapter and have
network connectivity to the SupportSoft web server.
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Load Balancer A separate device used to balance network traffic across a number
of servers in order to enhance scalability and availability. It also
can detect server failures and redistribute traffic to operating
servers. This component of the IT environment is provided by a
third party. A load balancer is only needed if the deployment
requires load balancing and there is more than one SupportSoft
web server deployed to service requests from external entities.
When a load balancer is used, the load balancer receives all
network traffic to the TOE and it determines which SupportSoft
web server to route the traffic to for processing.
2.3.2 Software Components
This table identifies software components and indicates whether or not each component is in the
TOE.
TOE or
Environment
Component Description
TOE SupportSoft Platform v6.5
Service Pack 4 (SP4)
Backbone providing comprehensive
support infrastructure
TOE SupportSoft Knowledge Center
v6.5 Service Pack 1 (SP1)
Allows organizations to create, approve,
and publish content
Environment Database software:
Microsoft SQL Sever 2000
Service Pack 3 or later
Or Oracle 9.i or higher
Database host server
Environment Database Server OS
For Microsoft SQL Server –
Any OS that Microsoft SQL
Server 2000 SP 3 or later is
approved by Microsoft to
execute on
For Oracle – Any OS that
Oracle 9.i or higher is approved
by Oracle to execute on
Operating System for the Database host
server
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Environment SupportSoft web server OS
Windows 2000 Server with
Service Pack 2 or higher with
Microsoft Windows Scripting
Host 5.65
or higher and the DB
client software required by the
SQL or Oracle
Internet Explorer 5.5 with XML parser
update (Microsoft XML 3.0 Service
Pack)6
Or Internet Explorer 6.0 or higher
Note: Windows 2000 Server includes
Internet Information Services (IIS). The
TOE supports IIS version 5.0.
Environment Client Browser Internet Explorer 5.5 with XML parser
update (Microsoft XML 3.0 Service
Pack)
Or Internet Explorer 6.0 or higher
2.3.3 Guidance
The TOE includes the following guidance documentation:
SupportSoft Platform Version 6.5 Service Pack 4 Administrator’s Guide
SupportSoft Platform Version 6.5 Service Pack 04 Release Notes
SupportSoft Content Administration Guide (Applies to All v6.5 SP1 or Higher products
that include Content)
SupportSoft Knowledge Center Version 6.5 Service Pack 1 Release Notes
SupportSoft Platform v6.5 SP4 and Product Installation Guide
SupportSoft Installation and Administration Supplemental CC Guidance
SupportSoft User Supplemental CC Guidance
2.4 Logical Boundaries
This section contains the product features and denotes which are in the TOE.
2.4.1 Access Control
Access controls are enforced at the interface level. KC access levels are enforced when the
Author Center interface is used. The KC access levels do not apply to the other TOE security
function interfaces.
The TOE develops the logic required to enforce the access levels and sends that logic in the
retrieval request to the DB. Using the logic provided by the TOE, the DB retrieves only the
requested content items to which the requesting user has access.
The TSF shall create and send queries to the DB in the IT environment in order to retrieve data
5
Microsoft Windows Scripting Host 5.6 is required to install and configure the TOE.
6
The XML parsing is required for client side processing and formatting.
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to which the user has access.
SmartResults can be used to determine what data is available to users of the User Center and
Support Center interfaces based upon their session parameters. These sessions parameters are not
considered security-relevant and as such are not part of the TSF, but they can be used in the
TOE.
2.4.1.1 KC Access Levels
For each folder7
, KC assigns access levels to groups. Different access levels can be assigned to a
folder for each content item type. Access levels are a defined set of KC permissions. KC is
responsible for maintaining all access levels and KC permissions.
Access levels can also be assigned to the Contribution Content Type8
. Access to Contribution
content items is controlled by the access levels assigned to the contribution content type.
2.4.1.2 SmartResults
Content is accessible via the UC and SC interfaces only after it is published.
SmartResults filters are dynamically applied to folders and/or content items when a user searches
or browses for content in UC or SC (this is also called personalization). The filters are used to
determine whether data is made available to the user based on criteria of the user and the user’s
system.
Filters can be created based on active browser, active browser language, group membership
(audience), browser, HTTP request method, HTTP server port, mail client, operating system,
remote host/IP address, content requirements, and tenancy qualification. The group membership
criteria is based on Windows domain group membership, not SupportSoft group membership.
All filters, except filters based on group membership, are enforced by the TOE itself. The group
membership (audience) criteria of the filters are performed by the TOE creating and sending the
logic to the DB and then the DB enforcing it.
SmartResults filtering is not considered security-relevant. (Note: The group membership
(audience) filtering requires external authentication which is excluded from the TSF, therefore it
cannot be used in the evaluated configuration.).
2.4.2 Audit
The TOE provides two different types of auditing. One is the ability to audit the following login
events: successful logins, user resets, and failed login attempts due to supplying an incorrect
password. (A user reset is performed when an administrator enables a disabled account.) The
other is the ability to audit every state change to a content item. The possible states for all
content types are Under Construction, Pending Approval, Published, Approved, Rejected,
7
The term “folder” in the ST refers to all folders except the three pre-defined folders under the “Review
Contributions”.
8
The Contribution content type is a type of content item used to contribute ideas for content while using Support
Center. By comparison to Contribution content types, non-contribution content types include Resources, FAQs,
URLs, Documents, etc.
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Expired, Delisted, Superseded. The generation of login audit records is provided by Platform.
The generation of content item state change audit records is provided by KC.
All audit events are time stamped by the database as they are stored in the DB. Therefore, the
TOE relies on the IT environment (DB, OS, and hardware) to provide a reliable timestamp.
To view login audit records, the Administrator can run a report. This functionality is provided by
Platform. Generated reports are stored in the DB and can be deleted by the users with the
appropriate permission or role.
To view content item records, the Administrator, Author, Approver, and users with the
appropriate permission can view the audit trail page for the content item. This functionality is
provided by KC.
2.4.3 Identification and Authentication
Users log into the TOE via one of the TOE interfaces. The SupportSoft Platform requires that all
users except anonymous users provide a user ID and password in order to access the TOE. By
default, anonymous users only have access to perform the functions available from the KC Home
page, which allows searching and subsequent viewing of content items, but does not allow
browsing the database for content items.
The user account information is stored in the database in the IT environment. The SupportSoft
Platform makes the identification and authentication decisions based on the information input by
the user and the information received from the database.
2.4.4 Security Management
Platform provides the ability to perform general management functions, such as:
 Create users and groups
 Configure and assign roles (defined by a set of Platform permissions)
 Create and review reports
 Configure the password policy
KC provides the ability to perform functions specific to content management, such as:
 Create and configure workflows9
and content types
 Configure access controls to content items by assigning access levels to folders and the
Contribution content type
The TOE implements roles by assigning Platform permissions10
to groups in order to determine
access to specific components11
. Platform permissions are assigned to groups using SupportSoft
9
A workflow defines an approval scheme for publishing newly created or updated content. If a workflow is not
defined for the content, the approval process is skipped and the content is published when it is submitted.
10
Note these permissions are different than the access control permissions.
11
Components are the SupportSoft interfaces and the tools and features within the interfaces.
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Platform. Platform is also responsible for enforcing roles.
2.4.5 Protection of TOE functions
Logical protection of the TOE is required to ensure the TOE security services are not bypassed
or tampered with. The TOE and the operating system, which is in the IT environment, work
together to protect the TOE.
2.5 Items Excluded from the TOE/TSF
This section identifies any items that are included in the product, but specifically excluded from
the TOE and TSF.
2.5.1 Knowledge Center SDK
The Knowledge Center SDK is outside the scope of the evaluation.
2.5.2 AnalystAssist
The Analyst Assist products (LiveAssist, AnalystAssist, RemoteAssist, and VoiceAssist) are
outside the scope of the evaluation. These products will not be tested in the evaluation and there
are no claims made about them, but they can be used in conjunction with the TOE.
2.5.3 External Authentication
The SupportSoft Platform can be configured to use external authentication methods to replace
the default SupportSoft user login authentication. SupportSoft Platform supports Windows NT
authentication, LDAP authentication, or any other third party or custom type of user
authentication. The use of external authentication to the TOE is not allowed in the evaluated
configuration.
2.5.4 Caching
Caching on the SupportSoft web server and database are not allowed in the evaluated
configuration due to the fact that the use of caching may delay the effects of administrative
changes to security parameters.
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3 TOE Security Environment
The TOE is intended to be used in environments in which, at most, sensitive but unclassified
information is processed.
This section contains assumptions regarding the security environment and the intended usage of
the TOE, threats on the TOE and the IT environment, and organizational security policies.
3.1 Assumptions
The assumptions are ordered into three categories: personnel assumptions, physical environment
assumptions, and operational assumptions.
3.1.1 Personnel Assumptions
A.MANAGE Two or more individuals are assigned to manage and operate the TOE as
administrators.
A.NOEVIL The administrative users of the TOE, web server, database, and
corresponding OSs, in their assigned role, are appropriately trained, not
careless, not willfully negligent, non-hostile and follow and abide by the
instructions provided in the guidance documentation.
3.1.2 Physical Environment Assumptions
A.DBNET The network connecting the SupportSoft web servers to the DB(s) is a
private, separate physical network that is not globally routable and that is
protected from attacks and from unauthorized physical access.
A.PHYSICAL The processing resources of the SupportSoft web servers and database
servers are located within controlled access facilities, which provide
physical security commensurate with the value of the TOE and the data it
contains.
3.1.3 Operational Assumptions
A.DEDICATED The SupportSoft web server and database systems are dedicated to the
TOE functions and do not provide any general purpose or non-TOE user
data storage capabilities.
A.TOE_CONFIG The TOE is installed and configured so that it is consistent with the
installation guidance.
3.2 Threats
The TOE or IT environment addresses the threats identified in this section. The threat agents are
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authorized persons/processes, unauthorized persons/processes, or external IT entities not
authorized to use the TOE itself. The threats identified assume that the threat agent has a low
attack potential who possesses an average expertise, few resources, and low to moderate
motivation.
T.ACCOUN Authorized users may not be accountable for their actions within the TOE
because their actions were not audited (thus if the user violates the access
controls, then the user can escape detection) or because the audit trail was
not reviewed.
T.AUD_COMP A user or process may gain unauthorized access to the audit trails and
cause records to be lost or modified.
T.ACCESS A user or process may gain unauthorized access to content items and
delete or modify the content items.
T.BYPASS A user or process may bypass TOE security to gain access to TOE security
functions and data.
T.MASQ A user or process may masquerade as another entity in order to gain
access to TOE security functions and data.
T.TSF_COMP A user or process may cause through an unsophisticated attack, TSF data
to be inappropriately accessed (viewed, modified, or deleted). This
includes TSF data transmitted between the TOE and the IT environment.
3.3 Organizational Security Policies
This ST has no Organizational Security Policies.
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4 Security Objectives
This chapter describes the security objectives for the TOE and the TOE’s operating environment.
The security objectives are divided between TOE Security Objectives (i.e., security objectives
addressed directly by the TOE) and Security Objectives for the Operating Environment (i.e.,
security objectives addressed by the IT domain or by non-technical or procedural means).
4.1 Security Objectives For The TOE
The following are the IT security objectives that are to be addressed by the TOE.
O.AUD_GEN The TOE will provide the capability to detect and create records of
login events and of content item status changes.
O.AUD_PROT The TOE will provide the capability to protect audit information from
unauthorized disclosure through its own interfaces.
O.AUD_REV The TOE will provide the capability to review audit information.
O.CONTENT_AC The TOE will provide the capability to determine the logic required to
protect the content items from unauthorized access through its own
interfaces. In addition the TOE will provide this logic to the DB to be
enforced prior to returning the content items to which the user has
access.
O.MANAGE The TOE will provide the functions and facilities necessary to support
authorized users in the management of the content items and the TOE.
O.PART_SELF_PROT The TSF will maintain a domain for its own execution that protects
itself and its resources from external interference, tampering, or
unauthorized disclosures through its own interfaces.
O.TOE_ACCESS The TSF will provide features that control a user’s logical access to the
TOE.
4.2 Security Objectives For The Environment
4.2.1 IT Security Objectives For The Environment
The following IT security objectives for the environment are to be addressed by the IT
environment by technical means.
OE.AUD_STOR The IT environment will provide a means for secure storage of the
TOE audit trails, protecting the audit trails from unauthorized access.
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OE.AUD_TIME The IT environment will provide the capability to timestamp all audit
records prior to storage.
OE.CONTENT_AC The IT environment will provide the capability to protect content
items, which are stored in the IT environment, from unauthorized
modification and disclosure.
OE.DOMAIN_SEP The IT environment will provide an isolated domain for the execution
of the TOE.
OE.QUERY The IT environment will provide the capability to correctly resolve
queries meeting the logic provided by the TOE to support the TOE’s
enforcement of content access control.
OE.NO_BYPASS The IT environment will ensure that the TOE security mechanisms
cannot be bypassed in order to gain access to TOE security functions
and data.
OE.SEC_COMM The IT environment will provide secure communications that prevent
unauthorized disclosure and unauthorized modification of
transmissions between the web server and web browser.
OE.TIME_STAMP The IT environment will provide reliable time stamps.
OE.TSF_DATA_PROT The IT environment will provide a means to protect the TSF data from
unauthorized access.
4.2.2 Non-IT Security Objectives For The Environment
The non-IT security objectives for the environment listed below are to be satisfied without
imposing technical requirements on the TOE. Thus, they will be satisfied through application of
procedural or administrative measures.
OE.DBNET The network connecting the SupportSoft web server(s) to the DB(s) will
be a private, separate physical network that is not globally routable and
that is protected from attacks and from unauthorized physical access.
OE.DEDICATED Administrators will ensure that the systems executing the SupportSoft web
server(s) and DB system(s) are dedicated to those functions and do not
provide any general purpose or non-TOE user data storage capabilities.
OE.MANAGE Organizations using the TOE will ensure that two or more individuals are
assigned to manage and operate the TOE as administrators.
OE.NOEVIL Organizations using the TOE will ensure that administrative users of the
TOE, web server, database, and corresponding OSs are appropriately
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trained, not careless, not willfully negligent, non-hostile and follow and
abide by all instructions provided in the guidance documentation.
OE.PHYSICAL The processing resources of the SupportSoft web servers and database
servers will be located within controlled access facilities, which limit
unauthorized physical access and provide physical security commensurate
with the value of the TOE and the data it contains.
OE.TOE_CONFIG The TOE will be installed and configured so that it is consistent with the
installation guidance.
4.3 Security Objectives Tracing
The following table represents a mapping of the threats and assumptions to the security
objectives defined in this ST.
A.DBNET
A.DEDICATED
A.MANAGE
A.NOEVIL
A.PHYSICAL
A.TOE_CONFIG
T.ACCOUN
T.AUD_COMP
T.ACCESS
T.BYPASS
T.MASQ
T.TSF_COMP
O.AUD_GEN X
O.AUD_PROT X
O.AUD_REV X
O.CONTENT_AC X
O.MANAGE X
O.PART_SELF_PROT X X X
O.TOE_ACCESS X X X
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A.DBNET
A.DEDICATED
A.MANAGE
A.NOEVIL
A.PHYSICAL
A.TOE_CONFIG
T.ACCOUN
T.AUD_COMP
T.ACCESS
T.BYPASS
T.MASQ
T.TSF_COMP
OE.AUD_STOR X
OE.AUD_TIME X
OE.CONTENT_AC X
OE.DOMAIN_SEP X X
OE.QUERY X
OE.NO_BYPASS X X X
OE.SEC_COMM X X X
OE.TIME_STAMP X
OE.TSF_DATA_PROT X X
OE.DBNET X X X X
OE.DEDICATED X
OE.MANAGE X
OE.NOEVIL X X
OE.PHYSICAL X
OE.TOE_CONFIG X
Table 2 – Threats & IT Security Objectives Mappings
4.4 Rationale For Threat Coverage
This section provides a justification that for each threat, the security objectives counter the threat.
T.ACCOUN O.AUD_GEN helps to mitigate this threat by ensuring that security-
relevant actions are detected and recorded for review. The audit records
are time stamped, stored and protected in the IT environment.
O.AUD_REV helps to mitigate this threat by providing interfaces for
viewing the audit trails. O.TOE_ACCESS contributes to mitigating this
threat by requiring the TOE to identify and authenticate all authorized
users prior to allowing administrative TOE access. OE.AUD_TIME assists
in mitigating this threat by requiring the IT environment to time stamp
(include the current date and time within) all audit records as they are
stored. OE.TIME_STAMP assists in mitigating this threat by requiring the
IT environment to provide a reliable time stamp. OE.NOEVIL assists in
mitigating this threat by requiring administrative users to follow the
instructions provided in the guidance documentation which will include
guidance on reviewing audit data.
T.AUD_COMP O.AUD_PROT contributes to mitigating this threat by controlling access
to the audit trail. None of the TSF interfaces support modifying or deleting
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information in the audit record. O.PART_SELF_PROT contributes to
countering this threat by ensuring that the TSF can protect itself from
users via its own interfaces. This limits access to the audit information to
the functions defined for the specified roles. OE.AUD_STOR contributes
to mitigating this threat by providing storage for the audit trail and by
restricting the ability of users in the IT environment to access the audit log
file. OE.DOMAIN_SEP contributes to countering this threat by ensuring
that the TSF is protected from users through mechanisms other than its
own interfaces. If the operating system could not maintain and control a
domain of execution for the TSF separate from other processes, the TSF
could not be trusted to control access to the resources under its control,
which includes the audit trail. OE.NO_BYPASS ensures audit
compromise cannot occur simply by bypassing the TSF. OE.DBNET
ensures that the network connecting the SupportSoft web server(s) to the
DB(s) is a private, separate physical network that is not globally routable
and that is protected from attacks and from unauthorized physical access.
T.ACCESS O.CONTENT_AC contributes to mitigating this threat by determining the
logic required to protect the content items from unauthorized access
through its own interfaces and by providing this logic to the DB for
enforcement prior to the DB returning the requested information.
OE.CONTENT_AC contributes to mitigating this threat by ensuring that
the database where the content items are stored is capable of protecting the
content items from unauthorized modification and disclosure.
OE.SEC_COMM provides secure communications that prevent
unauthorized disclosure of transmissions between the web server and web
browser. OE.DBNET contributes to mitigating this threat by requiring a
private, separate physical network connecting the SupportSoft web
server(s) to DB(s). OE.QUERY contributes to mitigating this threat by
correctly resolving the DB queries that meet the logic provided by the
TOE to support content access control.
T.BYPASS O.PART_SELF_PROT contributes to countering this threat by ensuring
that the TSF can protect itself from users via its own interfaces.
O.TOE_ACCESS contributes to mitigating this threat by requiring the
TOE to identify and authenticate all authorized users prior to allowing
TOE access, except for anonymous access configured by the
administrator. OE.NO_BYPASS ensures TSF compromise cannot occur
simply by bypassing the TSF.
T.MASQ O.TOE_ACCESS mitigates this threat by requiring authorized
administrators and users (represented by processes) to be identified and
authenticated prior to accessing TSF-mediated functions, except for
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anonymous access configured by the administrator. OE.SEC_COMM
provides secure communications that prevent unauthorized disclosure of
transmissions, including authentication data, between the web server and
web browser. OE.TSF_DATA_PROT is necessary to control who is able
to access TSF data stored in the IT environment using non-TSF interfaces
by requiring all DB users to be identified and authenticated.
T.TSF_COMP O.MANAGE contributes to mitigating this threat by providing an access
control policy which control access to TSF data. This objective is used to
dictate who is able to view and modify TSF data via the TOE interfaces,
as well as the behavior of TSF functions. O.PART_SELF_PROT is
necessary so that the TSF protects itself and its resources from
inappropriate access through its own interfaces. OE.DBNET ensures that
the network connecting the SupportSoft web server(s) to the DB(s) is a
private, separate physical network that is not globally routable and that is
protected from attacks and from unauthorized physical access.
OE.DOMAIN_SEP is necessary so that the TSF is protected from other
processes executing on the workstation. OE.NO_BYPASS ensures TSF
compromise cannot occur simply by bypassing the TSF. OE.SEC_COMM
provides secure communications that prevent unauthorized disclosure of
transmissions between the web server and web browser.
OE.TSF_DATA_PROT is necessary to control who is able to view and
modify TSF data stored in the IT environment using non-TSF interfaces.
4.5 Rationale For Organizational Policy Coverage
This ST has no Organizational Security Policies.
4.6 Rationale For Assumption Coverage
The non-IT security objectives for the environment listed below are, in part, a re-statement of the
corresponding security assumptions. Therefore, the security objectives for the environment listed
below obviously cover the corresponding assumption.
Assumption
(Section 3.1)
Non-IT Security Obejctive for the Environment
(Section 4.2.2)
A.DBNET OE.DBNET
A.DEDICATED OE.DEDICATED
A.MANAGE OE.MANAGE
A.NOEVIL OE.NOEVIL
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Assumption
(Section 3.1)
Non-IT Security Obejctive for the Environment
(Section 4.2.2)
A.PHYSICAL OE.PHYSICAL
A.TOE_CONFIG OE.TOE_CONFIG
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5 IT Security Requirements
The security requirements that are levied on the TOE and the IT environment are specified in this
section of the ST. These security requirements are defined in Sections 5.1 - 5.3.4.
TOE Security Functional Requirements (from CC Part 2)
FAU_GEN.2 User identity association
FAU_SAR.1a Audit review – Login
FAU_SAR.1b Audit review – Content Items
FAU_SAR.2 Restricted audit review
FIA_AFL.1 Authentication failure handling
FIA_ATD.1 User attribute definition
FIA_SOS.1 Verification of secrets
FMT_MOF.1 Management of security functions behavior
FMT_MSA.1 Management of security attributes – AC
FMT_MSA.3 Static attribute initialization - AC
FMT_MTD.1a Management of TSF data – Query
FMT_MTD.1b Management of TSF data – Modify
FMT_MTD.1c Management of TSF data – Create, Delete
FMT_SMF.1 Specification of management functions
FMT_SMR.1 Security roles
Explicitly Stated TOE Security Functional Requirements
FAU_GEN_EXP.1 Explicit audit data generation
FDP_ACC_EXP.1 Subset access control logic – AC
FDP_ACF_EXP.1 Security attribute based access control logic - AC
FIA_UAU_EXP.2 User authentication with anonymous
FIA_UID_EXP.2 User identification with anonymous
FPT_RVM_EXP.1 Partial Non-bypassability of the TSP
FPT_SEP_EXP.1 Partial TSF domain separation
Table 3 – TOE Security Functional Requirements
IT Environment Security Functional Requirements (from CC Part 2)
FAU_STG.1 Protected audit trail storage
FIA_UAU.2 User authentication before any action - Database
FIA_UID.2 User identification before any action - Database
FPT_ITC.1 Partial Inter-TSF confidentiality during transmission (web
server to browser)
FPT_ITI.1 Inter-TSF detection of modification (web server to
browser)
FPT_STM.1 Reliable time stamps
FTA_SSL.3 TSF-initiated termination
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Explicitly Stated IT Environment Security Functional Requirements
FAU_TIM_EXP.1 Audit data time stamp
FDP_QRY_EXP.1 Query Resolution
FPT_RVM_ENV_EXP.1 Environment Non-bypassability of the TSP
FPT_SEP_ENV_EXP.1 Environment TSF domain separation
Table 4 – IT Environment Security Functional Requirements
5.1 TOE Security Functional Requirements
The SFRs defined in this section are taken from Part 2 of the CC.
5.1.1 Security Audit (FAU)
5.1.1.1 FAU_GEN.2 User Identity Association
FAU_GEN.2.1 For audit events resulting from actions of identified users, the The TSF shall be
able to associate each auditable event with the identity of the user that caused the
event. (NIAP Interpretation 0410)
5.1.1.2 FAU_SAR.1a Audit Review – Login
FAU_SAR.1.1a The TSF shall provide Administrators and users with the SA: Support
Administrator Interface, SA: List Reports and corresponding Platform “RP:
User XXX Report” permissions with the capability to read all login audit trail
data from the audit records.
FAU_SAR.1.2a The TSF shall provide the audit records in a manner suitable for the user to interpret
the information.
5.1.1.3 FAU_SAR.1b Audit Review – Content Items
FAU_SAR.1.1b The TSF shall provide Administrators, Authors, and users with the AC: Author
Center Interface and AC: Manage Content permissions with the capability to read
audit trail data for a content item from the audit records.
FAU_SAR.1.2b The TSF shall provide the audit records in a manner suitable for the user to interpret
the information.
5.1.1.4 FAU_SAR.2 Restricted Audit Review
FAU_SAR.2.1 The TSF shall prohibit all users read access to the audit records, except those users
that have been granted explicit read-access.
5.1.2 Identification and Authentication (FIA)
5.1.2.1 FIA_AFL.1 Authentication failure handling
FIA_AFL.1.1 The TSF shall detect when an administrator configurable positive integer within the
range of 3 to 10 unsuccessful authentication attempts occur related to login events.
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FIA_AFL.1.2 When the defined number of unsuccessful authentication attempts has been met or
surpassed, the TSF shall lock out the user account.
5.1.2.2 FIA_ATD.1 User Attribute Definition
FIA_ATD.1.1 The TSF shall maintain the following list of security attributes belonging to
individual users:
a) identity;
b) password;
c) group(s);
5.1.2.3 FIA_SOS.1 Verification of Secrets
FIA_SOS.1.1 The TSF shall provide a mechanism to verify that secrets meet the following
password complexity rules:
a) minimum password length: 8 characters
b) maximum password length: 20 characters
c) contain at least one upper case character
d) contain at least one lower case character
e) contain at least one digit
f) contain at least one punctuation character
g) password expires in an administrator configurable value of 30-90 days
h) new password must be different than the old password
5.1.3 Security Management (FMT)
5.1.3.1 FMT_MOF.1 Management of security functions behaviour
FMT_MOF.1.1 The TSF shall restrict the ability to determine the behaviour of, disable, enable,
modify the behaviour of the functions listed in Table 5 to the identified roles listed
in Table 5.
Function Role
Password Policy, including
Login auditing
Administrator
Users assigned to a group with the SA:
Support Administrator Interface and SA:
Password Policy permissions
Anonymous Logins (Access) Administrator
Users assigned to a group with the SA:
Support Administrator Interface and SA:
User Center Design permissions
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Function Role
Workflow Schemes Administrator
Users assigned to a group with the AC:
Author Center Interface and AC:
Workflow Administration permissions
Table 5 – Security Management Functions
5.1.3.2 FMT_MSA.1 Management of security attributes - AC
FMT_MSA.1.1 The TSF shall enforce the AC Access Control Policy to restrict the ability to modify,
delete the security attributes group/KC access level pairs to Administrators or
subjects with the AC: Author Center Interface and AC: Manage Content
permissions.
5.1.3.3 FMT_MSA.3 Static attribute initialization - AC
FMT_MSA.3.1 The TSF shall enforce the AC Access Control Policy to provide permissive default
values for security attributes that are used to enforce the SFP.
FMT_MSA.3.2 The TSF shall allow the Administrators and subjects with the AC: Author Center
Interface and AC: Manage Content permissions to specify alternative initial
values to override the default values when an object or information is created.
5.1.3.4 FMT_MTD.1a Management of TSF data - Query
FMT_MTD.1.1a The TSF shall restrict the ability to query the TSF data listed in Table 6 to the
associated role listed in Table 6.
TSF Data Role
Password policy Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Password Policy
permissions
Login Audit records Administrator
Users assigned to a group with the SA: Support
Administrator Interface, SA: List Reports and
corresponding RP: permissions (RP: User Failed
Login Report, RP: User Login Report, or RP: User
Reset Report)
Session Timeout Period Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Platform Registry
permissions
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TSF Data Role
Content Item Audit records
(view content item audit trail)
Administrator, Author
Users assigned to a group with the AC: Author
Center Interface and AC: Manage Content
permissions
Workflows Administrator
Users assigned to a group with the AC: Author
Center Interface and AC: Workflow
Administration permissions
User accounts Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Users permissions
Groups Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Groups
permissions
Platform permissions (roles) Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Permissions
permissions
Reports Administrator
Users assigned to the SA: Support Administrator
Interface, SA: List Reports and corresponding RP
permissions
Access Levels Administrator
Users assigned to the AC: Author Center Interface
and AC: Role Administration permissions
Table 6 – Query TSF Data
5.1.3.5 FMT_MTD.1b Management of TSF data – Modify
FMT_MTD.1.1b The TSF shall restrict the ability to modify the TSF data listed in Table 7 to the
associated role listed in Table 7.
TSF Data Role
Password policy Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Password Policy
permissions
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TSF Data Role
Session Timeout Period Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Platform Registry
permissions
Workflows Administrator
Users assigned to a group with the AC: Author
Center Interface and AC: Workflow
Administration permissions
User accounts Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Users permissions
Groups Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Groups
permissions
Platform permissions (roles) Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Permissions
permissions
Reports Users assigned to a group with the SA: Support
Administrator Interface and RF: Report Editing
permissions. To edit read-only (predefined)
reports, the user must also be assigned to a group
with the RF: Edit Read-Only Reports
Access Levels Administrator
Users assigned to the AC: Author Center Interface
and AC: Role Administration permissions
Table 7 – Modify TSF Data
5.1.3.6 FMT_MTD.1c Management of TSF data – Create, Delete
FMT_MTD.1.1c The TSF shall restrict the ability to create, delete the TSF data listed in Table 8 to
the associated role listed in Table 8.
TSF Data Role
Password policy Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Password Policy
permissions
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TSF Data Role
Session Timeout Period Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Platform Registry
permissions
Workflows Administrator
Users assigned to a group with the AC: Author
Center Interface and AC: Workflow
Administration permissions
User accounts Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Users permissions
Groups Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Groups
permissions
Platform permissions (roles) Administrator
Users assigned to a group with the SA: Support
Administrator Interface and SA: Permissions
permissions
Reports Administrator
Users assigned to the corresponding SA: Support
Administrator Interface and RP permissions
Access Levels Administrator
Users assigned to the AC: Author Center Interface
and AC: Role Administration permissions
Table 8 – Create. Delete TSF Data
5.1.3.7 FMT_SMF.1 Specification of Management Functions
FMT_SMF.1.1 The TSF shall be capable of performing the following security management
functions:
a. Create and manage SupportSoft users and groups
b. Assign Platform permissions to groups (e.g., manage roles)
c. Create and manage access levels
d. Create and view reports
e. Configure the password policy
f. Change user passwords
g. Change session timeout periods
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h. Create and configure workflows and content types
i. Assign access controls to folders and the Contribution content type
j. Configure to allow or deny anonymous access.
k. Edit reports
5.1.3.8 FMT_SMR.1 Security Roles
FMT_SMR.1.1 The TSF shall maintain the roles Administrator, Author, Approver, Support
Analyst, users assigned Platform permissions12
via group membership.
FMT_SMR.1.2 The TSF shall be able to associate users with roles.
5.2 Explicitly Stated TOE Security Functional Requirements
The SFRs defined in this section are explicitly stated and are derived from similar requirements
in Part 2 of the CC.
5.2.1 Security Audit (FAU)
5.2.1.1 FAU_GEN_EXP.1 Explicit Audit Data Generation
FAU_GEN_EXP.1.1 The TSF shall be able to generate an audit record of the auditable events
identified in Table 9 and Table 10.
FAU_GEN_EXP.1.2 The TSF shall record within each content item audit record at least the following
information:
a) Type of event, subject identity, and the outcome (success or failure) of the event
Functional
Component
Auditable Event
FDP_ACF_EXP.1 Changes to the content items resulting in state changes.
See Section 2.4.2 for a list of possible states.
Table 9 – FAU_GEN_EXP.1.2 Content Item Auditable Events
FAU_GEN_EXP.1.3 The TSF shall record within each logon audit record at least the following
information:
a) Type of event, user identity, number of times for this event type for that user
Functional
Component
Auditable Event
FIA_AFL.1 Admnistrator re-enables (resets) a user account because
the threshold for unsuccessful authentication attempts
was reached.
FIA_UAU_EXP.2 Successful logins.
FIA_UAU_EXP.2 Failed logins due to supplying an incorrect password.
12
Refer to Appendix B – SupportSoft Platform Permissions for a complete list of Platform permissions.
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Table 10 – FAU_GEN_EXP.1.3 Logon Auditable Events
5.2.2 User Data Protection (FDP)
5.2.2.1 FDP_ACC_EXP.1 Subset access control logic - AC
FDP_ACC_EXP.1.1 The TSF shall enforce the AC Access Control Policy, by creating and sending
queries to the DB in the IT environment, on:
o Subjects: ASP session acting on the behalf of users
o Objects: Content items (Folder, Resource, script SupportAction,
SupportArticle - Document, SupportArticle – FAQ, SupportArticle – Inline
Document, SupportArticle – Problem Resolution, SupportArticle – URL,
Shortcut, web document, Contribution)
o Operations: All operations provided from Author Center (AC)13
.
5.2.2.2 FDP_ACF_EXP.1 Security attribute based access control logic - AC
FDP_ACF_EXP.1.1The TSF shall enforce the AC Access Control Policy to objects, by creating and
sending queries to the DB in the IT environment, based on the following:
Subject Security Attributes:
a) The user identity and group memberships
Object Security Attributes:
b) The permission associated with the groups whom the user is a member of
c) The following access control attributes associated with the content item,
except Contributions:
o Access control list (ACL) on the folder in which the content item resides
consisting of pairs of group identifiers and access levels or KC
permissions.
d) ACL on the Contribution content type consisting of pairs of group
identifiers and access levels or KC permissions
FDP_ACF_EXP.1.2The TSF shall enforce the following rules to determine if an operation among
controlled subjects and controlled objects is allowed:
a) For non-Contribution content items, access is allowed in AC if there is no
ACL on the folder in which the non-Contribution content item resides.
b) For non-Contribution content items, access to a content item is allowed in
AC if the access control attributes on the folder in which the content item
resides explicitly grant access to a group of which the requesting subject is a
member.
c) For non-Contribution content items, access is denied in AC if there is an
13
Refer to Appendix A: KC Access Levels and Functions for a complete list of operations available within AC.
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ACL on the folder in which the content item resides and the access control
attributes do not explicitly grant access to a group of which the requesting
subject is a member.
d) For Contribution content items, access is allowed in AC if there is no ACL
on the Contribution content type.
e) Access to a Contribution Content item is allowed in AC if the Contribution
content type ACL explicitly grant access to a group of which the requesting
subject is a member.
f) Access is denied in AC if there is an ACL on the Contribution content type
and the access control attributes do not explicitly grant access to a group of
which the requesting subject is a member.
FDP_ACF_EXP.1.3The TSF shall explicitly authorize access of subjects to objects based on the
following additional rules: None.
FDP_ACF_EXP.1.4The TSF shall explicitly deny access of subjects to objects based on the following
rules: None.
5.2.3 Identification and Authentication (FIA)
5.2.3.1 FIA_UAU_EXP.2 User Authentication with anonymous
FIA_UAU_EXP.2.1 The TSF shall require each user to be successfully authenticated before allowing
any other TSF-mediated actions on behalf of that user, unless the TSF is
configured to allow anonymous access.
FIA_UAU_EXP.2.2 If the TSF is configured to allow anonymous access, the TSF will perform
mediated actions on behalf of anonymous user without authenticating the user.
5.2.3.2 FIA_UID_EXP.2 User Identification with anonymous
FIA_UID_EXP.2.1 The TSF shall require each user to identify itself before allowing any other TSF-
mediated actions on behalf of that user, unless the TSF is configured to allow
anonymous access.
FIA_UID_EXP.2.2 The TSF shall use the account selected as the anonymous user account to identify
all users that login without accessing the login page.
5.2.4 Protection of TSF (FPT)
5.2.4.1 FPT_RVM_EXP.1 Partial Non-bypassability of the TSP
FPT_RVM_EXP.1.1 The TSF, when invoked shall ensure that TSP enforcement functions are invoked
and succeed before each function within the TSC is allowed to proceed.
5.2.4.2 FPT_SEP_EXP.1 Partial TSF Domain Separation
FPT_SEP_EXP.1.1 The TSF shall maintain a security domain that protects it from interference and
tampering by untrusted subjects initiating actions through its own TSFI.
FPT_SEP_EXP.1.2 The TSF shall enforce separation between the security domains of subjects in the
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TSC.
5.3 IT Environment Security Requirements
The SFRs on the IT environment defined in this section are taken from Part 2 of the CC.
5.3.1 Security Audit (FAU)
5.3.1.1 FAU_STG.1 Protected Audit Trail Storage
FAU_STG.1.1 The IT Environment shall protect the stored audit records from unauthorized
deletion.
FAU_STG.1.2 The IT Environment shall be able to prevent unauthorised modifications to the audit
records in the audit trail.
5.3.2 Identification and Authentication (FIA)
5.3.2.1 FIA_UAU.2 User Authentication before any action –Database
FIA_UAU.2.1 The Database of the IT Environment shall require each user to be successfully
authenticated before allowing any other database-mediated actions on behalf of that
user.
5.3.2.2 FIA_UID.2 User Identification before any action – Database
FIA_UID.2.1 The Database of the IT Environment shall require each user to identify itself before
allowing any other database-mediated actions on behalf of that user.
5.3.3 Protection of the TSF (FPT)
5.3.3.1 FPT_ITC.1 Inter-TSF confidentiality during transmission
FPT_ITC.1.1 The IT environment shall protect all TSF data transmitted from the TSF to a remote
trusted IT product from unauthorised disclosure during transmission.
5.3.3.2 FPT_ITI.1 Inter-TSF Detection of Modification
FPT_ITI.1.1 The IT environment shall provide the capability to detect modification of all TSF
data during transmission between the TSF and a remote trusted IT product within the
following metric: at least one MAC error in SSL transmissions.
FPT_ITI.1.2 The IT environment shall provide the capability to verify the integrity of all TSF
data transmitted between the TSF and a remote trusted IT product and perform a re-
send of network packet(s) that caused the error if modifications are detected.
5.3.3.3 FPT_STM.1 Reliable Time Stamps
FPT_STM.1.1 The IT environment shall be able to provide reliable time stamps for the TOE’s use.
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5.3.4 TOE Access (FTA)
5.3.4.1 FTA_SSL.3 TSF-initiated termination
FTA_SSL.3.1 The IT environment shall terminate an interactive session after a TOE
administrative user configurable number of minutes of user inactivity.
5.4 Explicitly Stated IT Environment Security Functional Requirements
The SFRs on the IT environment defined in this section are explicitly stated and are derived from
similar requirements in Part 2 of the CC.
5.4.1 Security Audit (FAU)
5.4.1.1 FAU_TIM_EXP.1 Audit Data Time Stamp
FAU_TIM_EXP.1.1 The IT environment shall record within each TOE content item audit record the
date and time of the event.
FAU_TIM_EXP.1.2 The IT environment shall record within each TOE logon audit record the date
and time of the last occurrence of this event type for that user.
5.4.2 User Data Protection (FDP)
5.4.2.1 FDP_QRY_EXP.1 –Query Resolution
FDP_QRY_EXP.1.1 The IT environment shall support the TOE’s enforcement of the AC Access
Control Policy by correctly resolving queries received from the TOE.
5.4.3 Protection of the TSF (FPT)
5.4.3.1 FPT_RVM_ENV_EXP.1 Environment Non-bypassability of the TSP
FPT_RVM_ENV_EXP.1.1 The IT Environment shall ensure that IT Environment security policy
enforcement functions are invoked and succeed before each function within the IT
environment scope of control is allowed to proceed.
5.4.3.2 FPT_SEP_ENV_EXP.1 Environment TSF Domain Separation
FPT_SEP_ENV_EXP.1.1 The IT Environment shall maintain a security domain for the TOE’s
execution that protects the TOE from interference and tampering by untrusted
subjects.
FPT_SEP_ENV_EXP.1.2 The IT Environment shall enforce separation between the security
domains of subjects in the TSC.
5.5 TOE Strength of Function Claim
The only probabilistic or permutational mechanisms in the product are the password mechanism
used to authenticate users and the cryptographic mechanisms used for secure communications.
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Strength of cryptographic algorithms is outside the scope of the Common Criteria.
The claimed minimum strength of function is SOF-basic. FIA_SOS.1 and FIA_UAU_EXP.2 are
the only non-cryptographic TOE security functional requirements that contain a permutational
function.
5.6 TOE Security Assurance Requirements
The assurance security requirements for this Security Target are taken from Part 3 of the CC.
These assurance requirements compose an Evaluation Assurance Level 2 (EAL2) as defined by
the CC. The assurance components are summarized in the following table.
Assurance Class Assurance Components
ACM: Configuration
management
ACM_CAP.2 Configuration items
ADO: Delivery and
operation
ADO_DEL.1 Delivery procedures
ADO_IGS.1 Installation, generation, and start-up procedures
ADV: Development ADV_FSP.1 Informal functional specification
ADV_HLD.1 Descriptive high-level design
ADV_RCR.1 Informal correspondence demonstration
AGD: Guidance documents AGD_ADM.1 Administrator guidance
AGD_USR.1 User guidance
ATE: Tests ATE_COV.1 Evidence of coverage
ATE_FUN.1 Functional testing
ATE_IND.2 Independent testing - sample
AVA: Vulnerability
assessment
AVA_SOF.1 Strength of TOE security function evaluation
AVA_VLA.1 Developer vulnerability analysis
Table 11 – Assurance Requirements: EAL2
5.6.1 ACM_CAP.2 Configuration items
Developer action elements:
ACM_CAP.2.1D The developer shall provide a reference for the TOE.
ACM_CAP.2.2D The developer shall use a CM system.
ACM_CAP.2.3D The developer shall provide CM documentation.
Content and presentation of evidence elements:
ACM_CAP.2.1C The reference for the TOE shall be unique to each version of the TOE.
ACM_CAP.2.2C The TOE shall be labelled with its reference.
ACM_CAP.2.3C The CM documentation shall include a configuration list.
ACM_CAP.2.4C The configuration list shall uniquely identify all configuration items that comprise the
TOE.
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ACM_CAP.2.5C The configuration list shall describe the configuration items that comprise the TOE.
ACM_CAP.2.6C The CM documentation shall describe the method used to uniquely identify the
configuration items.
ACM_CAP.2.7C The CM system shall uniquely identify all configuration items.
Evaluator action elements:
ACM_CAP.2.1E The evaluator shall confirm that the information provided meets all requirements for
content and presentation of evidence.
5.6.2 ADO_DEL.1 Delivery procedures
Developer action elements:
ADO_DEL.1.1D The developer shall document procedures for delivery of the TOE or parts of it to the
user.
ADO_DEL.1.2D The developer shall use the delivery procedures.
Content and presentation of evidence elements:
ADO_DEL.1.1C The delivery documentation shall describe all procedures that are necessary to
maintain security when distributing versions of the TOE to a user's site.
Evaluator action elements:
ADO_DEL.1.1E The evaluator shall confirm that the information provided meets all requirements for
content and presentation of evidence.
5.6.3 ADO_IGS.1 Installation, generation, and start-up procedures
Developer action elements:
ADO_IGS.1.1D The developer shall document procedures necessary for the secure installation,
generation, and start-up of the TOE.
Content and presentation of evidence elements:
ADO_IGS.1.1C The installation, generation and start-up documentation shall describe all the steps
necessary for secure installation, generation and start-up of the TOE.
Evaluator action elements:
ADO_IGS.1.1E The evaluator shall confirm that the information provided meets all requirements for
content and presentation of evidence.
ADO_IGS.1.2E The evaluator shall determine that the installation, generation, and start-up
procedures result in a secure configuration.
5.6.4 ADV_FSP.1 Informal functional specification
Developer action elements:
ADV_FSP.1.1D The developer shall provide a functional specification.
Content and presentation of evidence elements:
ADV_FSP.1.1C The functional specification shall describe the TSF and its external interfaces using
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an informal style.
ADV_FSP.1.2C The functional specification shall be internally consistent.
ADV_FSP.1.3C The functional specification shall describe the purpose and method of use of all
external TSF interfaces, providing details of effects, exceptions, and error messages,
as appropriate.
ADV_FSP.1.4C The functional specification shall completely represent the TSF.
Evaluator action elements:
ADV_FSP.1.1E The evaluator shall confirm that the information provided meets all requirements for
content and presentation of evidence.
ADV_FSP.1.2E The evaluator shall determine that the functional specification is an accurate and
complete instantiation of the TOE security functional requirements.
5.6.5 ADV_HLD.1 Descriptive high-level design
Developer action elements:
ADV_HLD.1.1D The developer shall provide the high-level design of the TSF.
Content and presentation of evidence elements:
ADV_HLD.1.1C The presentation of the high-level design shall be informal.
ADV_HLD.1.2C The high-level design shall be internally consistent.
ADV_HLD.1.3C The high-level design shall describe the structure of the TSF in terms of subsystems.
ADV_HLD.1.4C The high-level design shall describe the security functionality provided by each
subsystem of the TSF.
ADV_HLD.1.5C The high-level design shall identify any underlying hardware, firmware, and/or
software required by the TSF with a presentation of the functions provided by the
supporting protection mechanisms implemented in that hardware, firmware, or
software.
ADV_HLD.1.6C The high-level design shall identify all interfaces to the subsystems of the TSF.
ADV_HLD.1.7C The high-level design shall identify which of the interfaces to the subsystems of the
TSF are externally visible.
Evaluator action elements:
ADV_HLD.1.1E The evaluator shall confirm that the information provided meets all requirements for
content and presentation of evidence.
ADV_HLD.1.2E The evaluator shall determine that the high-level design is an accurate and complete
instantiation of the TOE security functional requirements.
5.6.6 ADV_RCR.1 Informal correspondence demonstration
Developer action elements:
ADV_RCR.1.1D The developer shall provide an analysis of correspondence between all adjacent pairs
of TSF representations that are provided.
Content and presentation of evidence elements:
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ADV_RCR.1.1C For each adjacent pair of provided TSF representations, the analysis shall
demonstrate that all relevant security functionality of the more abstract TSF
representation is correctly and completely refined in the less abstract TSF
representation.
Evaluator action elements:
ADV_RCR.1.1E The evaluator shall confirm that the information provided meets all requirements for
content and presentation of evidence.
5.6.7 AGD_ADM.1 Administrator guidance
Developer action elements:
AGD_ADM.1.1D The developer shall provide administrator guidance addressed to system
administrative personnel.
Content and presentation of evidence elements:
AGD_ADM.1.1C The administrator guidance shall describe the administrative functions and interfaces
available to the administrator of the TOE.
AGD_ADM.1.2C The administrator guidance shall describe how to administer the TOE in a secure
manner.
AGD_ADM.1.3C The administrator guidance shall contain warnings about functions and privileges that
should be controlled in a secure processing environment.
AGD_ADM.1.4C The administrator guidance shall describe all assumptions regarding user behavior
that are relevant to secure operation of the TOE.
AGD_ADM.1.5C The administrator guidance shall describe all security parameters under the control of
the administrator, indicating secure values as appropriate.
AGD_ADM.1.6C The administrator guidance shall describe each type of security-relevant event
relative to the administrative functions that need to be performed, including changing
the security characteristics of entities under the control of the TSF.
AGD_ADM.1.7C The administrator guidance shall be consistent with all other documentation supplied
for evaluation.
AGD_ADM.1.8C The administrator guidance shall describe all security requirements for the IT
environment that are relevant to the administrator.
Evaluator action elements:
AGD_ADM.1.1E The evaluator shall confirm that the information provided meets all requirements for
content and presentation of evidence.
5.6.8 AGD_USR.1 User guidance
Developer action elements:
AGD_USR.1.1D The developer shall provide user guidance.
Content and presentation of evidence elements:
AGD_USR.1.1C The user guidance shall describe the functions and interfaces available to the non-
administrative users of the TOE.
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AGD_USR.1.2C The user guidance shall describe the use of user-accessible security functions
provided by the TOE.
AGD_USR.1.3C The user guidance shall contain warnings about user-accessible functions and
privileges that should be controlled in a secure processing environment.
AGD_USR.1.4C The user guidance shall clearly present all user responsibilities necessary for secure
operation of the TOE, including those related to assumptions regarding user behavior
found in the statement of TOE security environment.
AGD_USR.1.5C The user guidance shall be consistent with all other documentation supplied for
evaluation.
AGD_USR.1.6C The user guidance shall describe all security requirements for the IT environment that
are relevant to the user.
Evaluator action elements:
AGD_USR.1.1E The evaluator shall confirm that the information provided meets all requirements for
content and presentation of evidence.
5.6.9 ATE_COV.1 Evidence of coverage
Developer action elements:
ATE_COV.1.1D The developer shall provide evidence of the test coverage.
Content and presentation of evidence elements:
ATE_COV.1.1C The evidence of the test coverage shall show the correspondence between the tests
identified in the test documentation and the TSF as described in the functional
specification.
Evaluator action elements:
ATE_COV.1.1E The evaluator shall confirm that the information provided meets all requirements for
content and presentation of evidence.
5.6.10 ATE_FUN.1 Functional testing
Developer action elements:
ATE_FUN.1.1D The developer shall test the TSF and document the results.
ATE_FUN.1.2D The developer shall provide test documentation.
Content and presentation of evidence elements:
ATE_FUN.1.1C The test documentation shall consist of test plans, test procedure descriptions,
expected test results and actual test results.
ATE_FUN.1.2C The test plans shall identify the security functions to be tested and describe the goal
of the tests to be performed.
ATE_FUN.1.3C The test procedure descriptions shall identify the tests to be performed and describe
the scenarios for testing each security function. These scenarios shall include any
ordering dependencies on the results of other tests.
ATE_FUN.1.4C The expected test results shall show the anticipated outputs from a successful
execution of the tests.
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ATE_FUN.1.5C The test results from the developer execution of the tests shall demonstrate that each
tested security function behaved as specified.
Evaluator action elements:
ATE_FUN.1.1E The evaluator shall confirm that the information provided meets all requirements for
content and presentation of evidence.
5.6.11 ATE_IND.2 Independent testing - sample
Developer action elements:
ATE_IND.2.1D The developer shall provide the TOE for testing.
Content and presentation of evidence elements:
ATE_IND.2.1C The TOE shall be suitable for testing.
ATE_IND.2.2C The developer shall provide an equivalent set of resources to those that were used in
the developer’s functional testing of the TSF.
Evaluator action elements:
ATE_IND.2.1E The evaluator shall confirm that the information provided meets all requirements for
content and presentation of evidence.
ATE_IND.2.2E The evaluator shall test a subset of the TSF as appropriate to confirm that the TOE
operates as specified.
ATE_IND.2.3E The evaluator shall execute a sample of tests in the test documentation to verify the
developer test results.
5.6.12 AVA_SOF.1 Strength of TOE security function evaluation
Developer action elements:
AVA_SOF.1.1D The developer shall perform a strength of TOE security function analysis for each
mechanism identified in the ST as having a strength of TOE security function claim.
Content and presentation of evidence elements:
AVA_SOF.1.1C For each mechanism with a strength of TOE security function claim the strength of
TOE security function analysis shall show that it meets or exceeds the minimum
strength level defined in the PP/ST.
AVA_SOF.1.2C For each mechanism with a specific strength of TOE security function claim the
strength of TOE security function analysis shall show that it meets or exceeds the
specific strength of function metric defined in the PP/ST.
Evaluator action elements:
AVA_SOF.1.1E The evaluator shall confirm that the information provided meets all requirements for
content and presentation of evidence.
AVA_SOF.1.2E The evaluator shall confirm that the strength claims are correct.
5.6.13 AVA_VLA.1 Developer vulnerability analysis
Developer action elements:
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AVA_VLA.1.1D The developer shall perform a vulnerability analysis.
AVA_VLA.1.2D The developer shall provide vulnerability analysis documentation.
Content and presentation of evidence elements:
AVA_VLA.1.1C The vulnerability analysis documentation shall describe the analysis of the TOE
deliverables performed to search for obvious ways in which a user can violate the
TSP.
AVA_VLA.1.2C The vulnerability analysis documentation shall describe the disposition of obvious
vulnerabilities.
AVA_VLA.1.3C The vulnerability analysis documentation shall show, for all identified vulnerabilities,
that the vulnerability cannot be exploited in the intended environment for the TOE.
Evaluator action elements:
AVA_VLA.1.1E The evaluator shall confirm that the information provided meets all requirements for
content and presentation of evidence.
AVA_VLA.1.2E The evaluator shall conduct penetration testing, building on the developer
vulnerability analysis, to ensure obvious vulnerabilities have been addressed.
5.7 Rationale For TOE Security Requirements
5.7.1 TOE Security Functional Requirements
O.AUD_GEN
O.AUD_PROT
O.AUD_REV
O.CONTENT_AC
O.MANAGE
O.PART_SELF_PROT
O.TOE_ACCESS
FAU_GEN_EXP.1 X
FAU_GEN.2 X
FAU_SAR.1a X
FAU_SAR.1b X
FAU_SAR.2 X
FDP_ACC_EXP.1 X
FDP_ACF_EXP.1 X
FIA_AFL.1 X
FIA_ATD.1 X
FIA_SOS.1 X
FIA_UAU_EXP.2 X
FIA_UID_EXP.2 X
FMT_MOF.1 X
FMT_MSA.1 X
FMT_MSA.3 X
FMT_MTD.1a X
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O.AUD_GEN
O.AUD_PROT
O.AUD_REV
O.CONTENT_AC
O.MANAGE
O.PART_SELF_PROT
O.TOE_ACCESS
FMT_MTD.1b X
FMT_MTD.1c X
FMT_SMF.1 X
FMT_SMR.1 X
FPT_SEP_EXP.1 X
FPT_RVM_EXP.1 X
Table 12 – TOE SFR and Security Objectives Mapping
O.AUD_GEN The TOE will provide the capability to detect and create records of
login events and of content item status changes.
FAU_GEN_EXP.1 defines the set of security-relevant events that the
TOE must be capable of recording. This requirement also defines the
information that the TOE must include in the audit record for each
auditable event. FAU_GEN.2 ensures that the audit records associate a
user identity with the auditable event.
O.AUD_PROT The TOE will provide the capability to protect audit information from
unauthorized disclosure through its own interfaces.
FAU_SAR.2 restricts the ability to read the logon audit events to the
Administrator and users with the SA: Support Administrator Interface,
SA: List Reports and corresponding Platform “RP: User XXX Report”
permissions. It also restricts the ability to read content item audit
events to the Administrator, Author, Approver, and users with the AC:
Author Center Interface and AC: Manage Content permissions thus
preventing the disclosure of the audit data to any other users.
O.AUD_REV The TOE will provide the capability to review audit information.
FAU_SAR.1a and FAU_SAR.1b provide the ability to review the
audit records in a user-friendly manner
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O.CONTENT_AC The TOE will provide the capability to protect the content items from
unauthorized access through its own interfaces.
FDP_ACC_EXP.1 identifies the entities involved in content access
control logic created by the TOE when AC is used. FDP_ACF_EXP.1
identifies the security attributes of the subjects and objects involved in
the access request and then the policy defines under what conditions
the access control logic created by the TOE permits access when AC is
used. FMT_MSA.3 requires that the TOE have a default allow policy
for requests to access content information. This default policy applies
in AC when there are no ACLs on the folder in which the content item
resides or on the Contribution content type. Due to the type of product,
no ACLs is assumed to be global access.
O.MANAGE The TOE will provide the functions and facilities necessary to support
authorized users in the management of the content items and the TOE.
FMT_MOF.1 defines particular TOE management capabilities that can
be used only by select users. FMT_MSA.1 defines which roles are
allowed to modify the group/KC access level pairs. FMT_MTD.1a,
FMT_MTD.1b, and FMT_MTD.1c define TSF data that may be
queried, created, and altered only by users with select roles.
FMT_SMF.1 defines the administrative functions provided by the
TOE. FMT_SMR.1 defines the roles provided by the TOE.
O.PART_SELF_PROT The TSF will maintain a domain for its own execution that protects
itself and its resources from external interference, tampering, or
unauthorized disclosures through its own interfaces.
FPT_SEP_EXP.1 ensures that the TSF maintains a domain that
protects itself from untrusted users and from interference that would
prevent it from performing its functions. FPT_RVM_EXP.1 ensures
that the functions are invoked and succeed before each function may
proceed.
O.TOE_ACCESS The TSF will provide features that control a user’s logical access to the
TOE.
FIA_AFL.1 detects all unsuccessful authentication attempts and locks
the targeted account after an administrator configured number of
consecutive unsuccessful attempts. This feature assists in preventing
unauthorized users from gaining access to authorized user’s account
by guessing authentication data. FIA_ATD.1 ensures that for each user
the TOE maintains a set of security attributes, which are used to make
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logical TOE access decisions. FIA_SOS.1 ensures that the strength of
the user password meets a configured set of requirements.
FIA_UID_EXP.2 requires that a user be identified to the TOE in order
to access the TOE. FIA_UAU_EXP.2 requires that a user be
authenticated to the TOE before accessing the TOE, unless anonymous
access is allowed. If anonymous access is allowed, only anonymous
users do not need to login; other users still need to login
5.7.2 TOE Security Assurance Requirements
EAL2 was chosen to provide a low to moderate level of independently assured security. The
chosen assurance level is consistent with the threat environment. Specifically, that the threat of
malicious attacks is not greater than moderate and the product will have undergone a search for
obvious flaws.
5.8 Rationale For IT Environment Security Requirements
OE.AUD_STOR
OE.AUD_TIME
OE.CONTENT_AC
OE.DOMAIN_SEP
OE.QUERY
OE.NO_BYPASS
OE.SEC_COMM
OE.TIME_STAMP
OE.TSF_DATA_PROT
FAU_STG.1 X
FIA_UAU.2 X X X
FIA_UID.2 X X X
FPT_STM.1 X
FPT_ITC.1 X
FPT_ITI.1 X
FTA_SSL.3 X
FAU_TIM_EXP.1 X
FDP_QRY_EXP.1 X
FPT_RVM_ENV_EXP.1 X
FPT_SEP_ENV_EXP.1 X
Table 13 – IT Environment SFR and Security Objectives Mapping
OE.AUD_STOR The IT environment will provide a means for secure storage of the
TOE audit trails, protecting the audit trails from unauthorized access.
FAU_STG.1 requires that the OS and database protect the audit trail
from unauthorized deletion and modification. FIA_UAU.2 and
FIA_UID.2 protect the content items stored in the database by
requiring all users to identify and authenticate themselves to the
database prior to accessing the database and subsequently viewing the
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audit trails.
OE.AUD_TIME The IT environment will provide the capability to timestamp all audit
records prior to storage.
FAU_TIM_EXP.1 provides the timestamp in each audit record as it is
placed in the database.
OE.CONTENT_AC The IT environment will provide the capability to protect content
items, which are stored in the IT environment, from unauthorized
modification and disclosure.
FIA_UAU.2 and FIA_UID.2 protect the content items stored in the
database by requiring all users to identify and authenticate themselves
to the database prior to accessing the database. Since all database users
are authorized users, the content items are protected from unauthorized
modification and disclosure.
OE.DOMAIN_SEP The IT environment will provide an isolated domain for the execution
of the TOE.
FPT_SEP_ENV_EXP.1 requires the operating system to provide an
isolated domain for the TOE to execute within
OE.QUERY The IT environment will provide the capability to correctly resolve
queries meeting the logic provided by the TOE to support the TOE’s
enforcement of content access control.
FDP_QRY_EXP.1 requires that the database correctly resolve queries
sent to it by the TOE in order for the TOE to enforce content access
control.
OE.NO_BYPASS The IT environment will ensure that the TOE security mechanisms
cannot be bypassed in order to gain access to TOE security functions
and data.
FPT_RVM_ENV_EXP.1 requires the IT environment to ensure that
the TOE will not be bypassed.
OE.SEC_COMM The IT environment will provide secure communications that prevent
unauthorized disclosure and unauthorized modification of
transmissions between the web server and web browser.
FPT_ITC.1 requires that the IT environment protect the data from
unauthorized disclosure when the data is transmitted to another remote
trusted IT product. FPT_ITI.1 requires that the IT environment protect
the data from modification and ensure its integrity when the data is
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transmitted to another remote trusted IT product. The approved web
browsers defined in Section 2.3.2 are considered the remote trusted IT
products.
OE.TIME_STAMP The IT environment will provide reliable time stamps.
FPT_STM.1 requires that the IT environment provide time stamps for
the TOE’s use.
OE.TSF_DATA_PROT The IT environment will provide a means to protect the TSF data from
unauthorized access.
FIA_UAU.2 and FIA_UID.2 protect the content items stored in the
database by requiring all users to identify and authenticate themselves
to the database prior to accessing the database. Since all database users
are authorized users, the content items are protected from unauthorized
modification and disclosure. FTA_SSL.3 ensures that the TSF
terminates interactive sessions after a TOE administrative user
configurable number of minutes of user inactivity, which limits
attackers from using an unattended session.
5.9 Rationale for Explicitly Stated Security Requirements
Table 14 presents the rationale for the inclusion of the explicit requirements found in this
Security Target.
Explicit Requirement Identifier Rationale
FAU_GEN_EXP.1 Explicit audit data
generation
The TOE does not timestamp the audit
records it generates, as required by
FAU_GEN.1. The audit records are
timestamped by the IT environment
(database) when stored in the database.
FDP_ACC_EXP.1 Subset access control logic CC Part 2 does not include an SFR that
requires the TOE to create and send the
access control logic for an identified access
control policy to be enforced by the DB in
the IT environment..
FDP_ACF_EXP.1 Security attribute based
access control logic
CC Part 2 does not include an SFR that
requires the TOE to create and send the
access control logic based on security
attributes to be enforced by the DB in the IT
environment..
FIA_UAU_EXP.2 User authentication with
anonymous
CC Part 2 does not include an identification
and authentication SFR that allows
anonymous users to interact with the TOE
without providing authentication data, while
requiring authentication for all other users.
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Explicit Requirement Identifier Rationale
FIA_UID_EXP.2 User identification with
anonymous
CC Part 2 does not include an identification
and authentication SFR that allows
anonymous users to interact with the TOE
without providing identification data, while
requiring identification for all other users.
FPT_SEP_EXP.1 Partial TSF domain
separation
The FPT_SEP SFR from CC Part 2 cannot be
completely satisfied by an application TOE.
This component defines the separation that
can be performed by the TOE (applications).
FPT_RVM_EXP.1 Partial Non-bypassability of
the TSP
The FPT_RVM SFR from CC Part 2 is not
completely satisfied by the TOE. This
component defines the non-bypassability that
is performed by the TOE.
FAU_TIM_EXP.1 Audit data time stamp This requirement was explicitly defined to
require that the IT environment (database)
timestamp the audit records before storing
them in the database.
FDP_QRY_EXP.1 Query Resolution CC Part 2 does not include an SFR that
requires the IT environment to correctly
resolve DB queries to support the TOE’s
enforcement of an access control policy..
FPT_SEP_ENV_EXP.1 Environment TSF domain
separation
The FPT_SEP SFR from CC Part 2 cannot be
completely satisfied by an application TOE.
This component defines the separation that is
performed by the IT environment.
FPT_RVM_ENV_EXP.1 Environment Non-
bypassability of the TSP
The FPT_RVM SFR from CC Part 2 is not
completely satisfied by the TOE. This
component defines the non-bypassability that
is performed by the IT environment.
Table 14 – Explicitly Stated SFR Rationale
5.10 Rationale For Security Requirement Dependencies
This section includes a table of all the TOE security functional requirements and their associated
dependencies with a rationale for any dependencies that are not satisfied.
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SFR Dependencies Included
FAU_GEN_EXP.1 None N/A
FAU_GEN.2 FAU_GEN.1
FIA_UID.1
YES, via FAU_GEN_EXP.1
The dependency on FIA_UID.1 is met by
FIA_UID_EXP.2 since FIA_UID.2 is
hierarchical to FIA_UID.1.
FAU_SAR.1a
FAU_SAR.1b
FAU_GEN.1 YES, via FAU_GEN_EXP.1
FAU_SAR.2 FAU_SAR.1 YES
FDP_ACC_EXP.1 FDP_ACF_EXP.1 YES
FDP_ACF_EXP.1 FDP_ACC_EXP.1
FMT_MSA.3
YES
FIA_AFL.1 FIA_UAU.1 YES, via FIA_UAU_EXP.2 since
FIA_UAU.2 is hierarchical to FIA_UAU.1
FIA_ATD.1 None N/A
FIA_SOS.1 None N/A
FIA_UAU_EXP.2 FIA_UID.1 YES, via FIA_UID_EXP.2 since
FIA_UID.2 is hierarchical to FIA_UID.1.
FIA_UID_EXP.2a None N/A
FMT_MOF.1 FMT_SMF.1
FMT_SMR.1
YES
FMT_MSA.1 FDP_ACC.1
FMT_SMF.1
FMT_SMR.1
YES. FDP_ACC.1 is met via
FDP_ACC_EXP.1
FMT_MSA.3 FMT_MSA.1
FMT_SMR.1
YES
FMT_MTD.1a
FMT_MTD.1b
FMT_MTD.1c
FMT_SMF.1
FMT_SMR.1
YES
FMT_SMF.1 None N/A
FMT_SMR.1 FIA_UID.1 YES, via FIA_UID_EXP.2 since
FIA_UID.2 is hierarchical to FIA_UID.1.
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SFR Dependencies Included
FPT_SEP_EXP.1 None N/A
FPT_RVM_EXP.1 None N/A
Table 15 – SFR Dependencies
5.11 Rationale For Internal Consistency and Mutually Supportive
The selected requirements are internally consistent. The ST includes all the SFRs provided by
the TSF. All operations performed on the security requirements comply with the rules and intent
required by the operation in the CC. The requirements defined in the ST are not contradictory.
The selected requirements together form a mutually supportive whole by:
 satisfying all dependencies as demonstrated in Table 15 – SFR Dependencies
 tracing security functional requirements to security objectives and justifying that tracing as
demonstrated in Section 5.7.1
 including the SFRs FPT_SEP_EXP.1, FPT_RVM_EXP.1, FPT_SEP_ENV_EXP.1, and
FPT_RVM_ENV_EXP.1 to protect the TSF
 including audit requirements to detect security-related actions and potential attacks
 including security management requirements to ensure that the TOE is managed and
configured securely.
5.12 Rationale For Strength of Function Claim
The rationale for choosing SOF-basic is based on the low to moderate attack potential of the
threats identified in this ST. The security objectives provide probabilistic security mechanisms
and the strength of function claim is satisfied by the password management features provided by
the TOE.
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6 TOE Summary Specification
6.1 TOE Security Functions
6.1.1 Access Control
The TSF mediates access between subjects and content items. The access controls are enforced
by the AC, UC, and SC interfaces. Subjects are the ASP sessions running on behalf of users. The
TOE keeps track of both the user ID and list of groups for the ASP session.
The TOE retrieves only the content items from the DB that for which the user has the requested
access. The TOE develops the logic required to enforce the access levels and sends that logic in
the retrieval request to the DB. Using the logic provided by the TOE, the DB retrieves only the
requested content items to which the requesting user has access. This applies to both the AC
Access Control Policy and the User Access Control Policy. To retrieve the requested
information, the TOE accesses the database on behalf of the user using the TOE’s database
account.
AC Access Control Policy: FDP_ACC_EXP.1, FDP_ACF_EXP.1
The TSF create the logic required for the DB to enforce the AC Access Control Policy and
mediate access requests to content items made through the AC interfaces.
For each folder, KC assigns access levels to groups. (Access levels are defined sets of KC
permissions.) Different access levels can be assigned to a folder for each content item type.
Access to content items is enforced based on the user’s group membership, access levels (KC
permissions) associated with the group, and content item security attributes. The content item
security attributes consist of the access control list which contains pairs of group identifiers and
access levels. The TOE retrieves the user’s group membership, access levels associated with the
group(s), content types of the requested content items, and content item security attributes from
the DB. The TOE uses this information to create the specific logic used to enforce the access
controls on the requested data. That logic is then sent to the DB to retrieve the requested data that
is allowed by the logic.
Access levels are assigned to groups on folders and are inherited by the content items contained
within that folder, including subfolders. Access to a content item is allowed from the AC
interface if the associated access control list explicitly grants access to the group of which the
requesting user is a member. If there are no matching KC permissions in the ACL for the user,
access is denied. (So, if an ACL is present, users are denied access unless they are explicitly
granted access.) Absence of an ACL on the folder is treated as explicitly granting permission to
all content items within the folder (global access).
Access levels can also be assigned to the Contribution Content Type. Contributions are contained
within three predefined “Review Contributions folders”. These do not have access levels. Access
to a Contribution content item is allowed only if the Contribution content type ACL explicitly
grants access to the group of which the requesting user is a member. If there are no matching KC
permissions in the ACL for the user, access is denied. (So, if an ACL is present, users are denied
access unless they are explicitly granted access within the ACL.) Absence of an ACL on the
Contribution content type is treated as explicitly granting permission to all Contributions.
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There are many KC permissions that can be assigned to folders and the Contribution content
type. Each content type has its own set of possible permissions (called functions in the product
documentation). A permission/function defines the operation to be performed on the content item
from the AC interface. Examples of KC permissions include View Article, Save Article, Submit
for Approval, Audit Trail, Personalize, etc. The complete list of KC permissions can be found in
Appendix A: KC Access Levels and Functions.
6.1.2 Audit
The TOE provides the ability to generate audit records for login events and content item state
changes. Audit records are generated by the TOE and immediately sent to the database in the IT
environment for timestamping and storage. (The audit records are not buffered.)
The database provides the date/time stamp for the audit events. The audit events are timestamped
immediate upon receipt by the database. Each of the content item state changes are timestamped.
The most recent successful login, failed login attempt, and user reset is timestamped and stored
in the DB.
The TOE also provides interfaces to allow users the ability to review the audit records. Platform
provides the functionality necessary to view the login audit records. KC provides the
functionality necessary to view the audit trail page for content items.
Security audit generation: FAU_GEN_EXP.1, FAU_GEN.2
Audit data is generated by Platform. The audit data includes audit records for successful logins
and failed login attempts due to supplying an incorrect password as well as changes to content
items resulting in a state change. The audit records generated by the TSF include the type of the
event (e.g., user logins, user resets, content item state changes), user identity that performed the
action, and a success/failure indicator. The user resets event is a type of login event which
indicates every time the administrator had to enable a user account that was disabled by the
system due to reaching the maximum number of failed logins.
Login event audit review: FAU_SAR.1a
The SA interface allows administrators and users with the corresponding Platform “RP: User
XXX Report” the ability to review Login Reports. There are 3 Login reports available:
 User Failed Login Report: Displays the number of invalid attempts to log into the TOE
due to providing an invalid password.
 User Login Report: Displays the number of times each user logged into the TOE.
 User Reset Report: Displays the number of times an Administrator had to enable a user
account that was disabled by the system due to reaching the maximum number of failed
logins.
Each of these reports also displays the date/time of the most recent corresponding event.
Content item audit review: FAU_SAR.1b
The AC interface allows Administrators, Authors, Approvers, and users with the AC: Manage
Content permission to review the list of actions performed on a selected content item. The TOE
does not provide an interface for viewing all content item records simultaneously. Users must
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view the records for each content item separately.
Restricted audit review: FAU_SAR.2
The TSF allows only Administrators and users with the SA: Support Administrator Interface,
SA: List Reports and corresponding Platform “RP: User XXX Report” permissions to view the
Login Reports and only Administrators, Authors, Approvers, and users with the AC: Author
Center Interface and AC: Manage Content permissions to view the content item audit trails.
6.1.3 Identification and Authentication
Identification and authentication is performed by the SupportSoft Platform. The identification
and authentication TSF requires users to identify and authenticate themselves, except when
accessing the TOE anonymously and the TOE has been configured to allow anonymous access.
The TOE provides the ability to lockout accounts after an administrator configurable number of
unsuccessful consecutive login attempts. The TOE manages user account attributes and enforces
an administrator configurable password policy which ensures that passwords meet the policy
when they are set or changed.
Authentication failure handling: FIA_AFL.1
The password policy provides the ability to configure the account lockout parameter. The
account lockout parameter defines the number of unsuccessful consecutive login attempts
allowed before the account is disabled. This feature detects the unsuccessful consecutive login
attempts and disables the account after an administrator-configured number of unsuccessful
consecutive login attempts have occurred. This feature applies to all logins from any of the 4
interfaces. Administrators must reset the account in order for the user to log in again. The
administrator guidance instructs the Administrator to set the account lockout parameter to a
value between 3 and 10.
The TSF will disable users in the Administrators group after the configured number of
unsuccessful consecutive attempts is reached, so the administrator guidance instructs the
Administrators to ensure that there are at least 2 individuals with the Administrator role at any
given time.
User attribute definition: FIA_ATD.1
The TOE manages the user attributes that are stored in the database in the IT environment. The
user security attributes managed by the TOE are the user identity, group memberships, and
authentication data. Permission and access levels are assigned to groups, not users.
Verification of Secrets: FIA_SOS.1
The password policy provides the ability to configure the password rules (password length and
password composition) and password access control (password age, and password reuse). The
password length parameters include defining the minimum and maximum length of a password.
The password composition parameters include defining the minimum number of upper case
characters, lower case characters, digits, and punctuation characters. The password age
parameter defines the maximum age for a password. The password reuse parameters allow the
administrator to require that the new password must be different than the previous password.
The administrator guidance instructs the Administrator to set the password policy parameters as
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follows:
o minimum password length: 8 characters
o maximum password length: 20 characters
o contain at least one upper case character
o contain at least one lower case character
o contain at least one digit
o contain at least one punctuation character
o password expires in an administrator configurable value of 30-90 days
o new password must be different than the old password
The verification of secrets is realized by a probabilistic or permutational security mechanism
within SupportSoft Platform.
Identification and Authentication: FIA_UAU_EXP.2, FIA_UID_EXP.2
Users log into the TOE via one of the interfaces identified in Section 2.2. If the TOE is
configured to not allow anonymous users, user identification and authentication must take place
before the user can perform any other actions. The user enters their username and password to
login. The SupportSoft Platform computes a hash of the password, retrieves the hashed password
associated with the username from the database and compares the two hashed values. If the
values match, the user login succeeds. Otherwise, the user login fails.
If the TOE is configured to allow anonymous access, users are allowed to interact with the TSF
anonymously, without accessing the login page. Anonymous users are assigned the identity of
the anonymous user account (guest) which is a member of the Guests group. Anonymous users
obtain their Platform permissions from the Guests Group. The identification and authentication
mechanism for non-anonymous users is the same as when the TOE is configured to not allow
anonymous users.
The password authentication mechanism is realized by a probabilistic or permutational security
mechanism.
6.1.4 Security Management
The TOE provides security management functions and tools to manage the security features it
provides. In addition, the TOE supports roles, implemented using groups and Platform
permissions, to determine what security management functions the TOE administrative
interfaces (SA, AC, and SC,) make available to the administrative user and therefore determine
what security management functions a particular user can perform.
All TSF data is stored in the database and the TOE provides interfaces for accessing and
managing the TSF data. TOE administrators do not need to login to the database to manage the
TOE.
Security Management: FMT_MOF.1, FMT_SMF.1
The TOE provides functions via SA, AC, and SC to manage the TOE security features. It also
restricts who can use these security functions. The ability to perform a specific job function is
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determined by the permissions and access level(s) of the groups to which the user is a member.
Table 5 – Security Management Functions identifies which management function behaviours can
be configured and what roles can perform those actions.
Additional security management tools provided by the TOE allow users to manage security
attributes, manage TSF data, and maintain roles. Which users can perform these functions is
defined below.
The SA interface provides management tools to perform the following functions:
 Configure the password policy (rules), including the ability to audit login events
 Configure the TOE to allow anonymous users
 Create and manage users and groups
 Assign Platform permissions to groups
 Create, view, and edit reports (including Login audit records)
 Change user passwords
 Change session timeout periods
The SA interface prevents the deletion of the Administrators group and prevents the deletion of
the last user in the Administrators group.
The AC interface provides management tools to perform the following functions:
 Create and modify workflow schemes
 Create and manage access levels
 Create and configure content types
 Assign access levels to folders and the Contribution content type
Security Attribute Management: FMT_MSA.1, FMT_MSA.3
The AC interface provides functions to modify and delete the security attributes (ACLs) for
content items. Only Administrators and users that are members of a group with the AC: Author
Center Interface and AC: Manage Content permissions can modify or the delete the ACL of a
content item.
The TSF provides permissive default values for the security attributes. By default, users are
allowed access to content items in folders which have no ACLs set and to the Contribution
content type items if there is no ACL set.
TSF Data Management: FMT_MTD.1a, FMT_MTD.1b, FMT_MTD.1c
The TOE provides functions and interfaces for the administrator to query, modify, delete, and
create TSF data and restrict who can manage the TSF data. Refer to Table 6 – Query TSF Data
for the TSF data that can be queried and what permissions or access levels are needed to perform
the query. Refer to Table 7 – Modify TSF Data for the TSF data that can be modified and what
permissions or access levels are needed to perform the modification. Refer to Table 8 – Create.
Delete TSF Data for the TSF data that can be created or deleted and what permissions are needed
to perform the creation/deletion.
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Security Roles: FMT_SMR.1
The TOE implements roles by assigning Platform permissions to groups and then assigning users
as members of the group(s). Groups are assigned Platform permissions to specific SupportSoft
web interfaces and components, which allow different components to be available to different
groups of users.
The TOE includes predefined groups which already have Platform permissions set. The TOE
includes the following predefined example groups which implement roles. (This is not the
complete set of predefined groups.)
Administrators This group has the permissions necessary to fully administer the TOE,
which includes creating and editing users and groups, configuring
permissions, importing and exporting content, and scheduling and
distributing reports. This group is used to implement the Administrator
role.
Approvers This group has the permissions necessary to approve content using the
Author Center application content approval process and publish content.
This group is used to implement the Approver role.
Authors This group has the permissions necessary to create support content in the
Author Center application. This group is used to implement the Author
role.
Supervisors This group has the permissions needed to manage support analyst message
boards within Support Center. This group is one of the groups that
implement the Support Analyst role.
Tier 1 Analysts This is a sample Tier 1 support analyst group with permissions to find
solutions using Support Center. This group is one of the groups that
implement the Support Analyst role.
Tier 2 Analysts This is a sample Tier 2 support analyst group with permissions to find and
contribute solutions using Support Center. This group is one of the groups
that implement the Support Analyst role.
Guests Anonymous users are assigned the guest user id which is a member of the
Guests group by default. By default, the Guests group only has access to
perform the functions available on the User Center home page, which
provides the ability to search, but not browse. Users in this group are a
type of end user and are considered to be in the “users assigned
permissions via group membership” role.
The Support Analyst role represents users with the permission to use the Support Center
interface who cannot author content, approve content, manage content or use the SA interface to
administer the TOE.
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Users in the Administrators group can configure their own groups with different Platform
permissions. Users in these custom groups are considered to be in the “users assigned
permissions via group membership” role.
An administrator could change the Platform permissions assigned to any of the groups.
Administrator guidance instructs the administrator to not delete permissions from the
Administrator and to not modify the permissions associated with the Approver, Author, and
Guests groups.
6.1.5 Protection of TOE functions
The TOE provides protection for itself from untrusted subjects and from subjects attempting to
bypass the TSF. In addition, it provides the ability to terminate interactive sessions which have
been inactive for an administrator defined period of time. The protections are described in more
detail below.
Non-bypassability of the TSP: FPT_RVM_EXP.1
The TOE protects its management functions by isolating them through identification and
authentication of administrative users. In addition, the role enforcement and Platform
permissions enforced by the TOE ensure that administrative users are only allowed access to the
management functions for which they are authorized Administration guidance instructs the
administrator to limit the Platform permissions assigned to the Guests group when the TOE is
configured to allow anonymous users.
The IT environment also supports non-bypassability by ensuring that its security functions
cannot be bypassed.
TSF Domain Separation: FPT_SEP_EXP.1
The external interfaces to the TOE ensure that users must login prior to accessing administrative
TOE functions and resources. In addition, the external interfaces to the TOE ensure that users
must login prior to accessing other TOE resources, unless the TOE is configured to allow
anonymous access. Anonymous users interact with the TSF using the anonymous user account
which is a member of the Guests group. Administration guidance instructs the administrative
users to limit the Platform permissions assigned to the Guests group when the TOE is configured
to allow anonymous users. The TOE maintains a separate session for each interaction with the
TOE. Protection of the TOE from physical and logical tampering from other methods is ensured
by the physical security assumptions and by the domain separation requirements on the hardware
and operating system in the environment.
6.2 Rationale for TOE Security Functions
This section provides a table demonstrating the tracing of TOE security functions back to aspects
of the security functional requirements (SFRs).
A justification that the security functions are suitable to cover the SFRs can be found in Section
6.1.
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Access
Control
Identification
&
Authentication
Audit
Security
Management
Protection
of
TOE
functions
FAU_GEN_EXP.1 X
FAU_GEN.2 X
FAU_SAR.1a X
FAU_SAR.1b X
FAU_SAR.2 X
FIA_AFL.1 X
FIA_ATD.1 X
FIA_SOS.1 X
FIA_UAU_EXP.2 X
FIA_UID_EXP.2 X
FMT_MOF.1 X
FMT_MSA.1 X
FMT_MSA.3 X
FMT_MTD.1a
FMT_MTD.1b
FMT_MTD.1c
X
FMT_SMF.1 X
FMT_SMR.1 X
FDP_ACC_EXP.1 X
FDP_ACF_EXP.1 X
FPT_SEP_EXP.1 X
FPT_RVM_EXP.1 X
Table 16 – TOE Security Function to SFR Mapping
6.3 Appropriate Strength of Function Claim
The claim of SOF-basic for the Identification and Authentication security function is consistent
with the claim of SOF-basic for the FIA_UAU_EXP.2 and FIA_SOS.1 SFRs that map to that
security function.
6.4 Security Assurance Measures and Rationale
The assurance measure documents listed below were developed to meet the developer action and
content and presentation of evidence elements for each assurance required defined in the CC.
The documentation titles in the table below will be updated with new titles and version numbers
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during the course of the evaluation.
Assurance
Requirement
Assurance Measures Assurance Rationale
ACM_CAP.2 SupportSoft EAL2 Configuration
Management Document
The configuration management documents
defines the configuration items and contains
the necessary information to demonstrate that
a CM system is used and that there is a unique
reference for the TOE.
ADO_DEL.1 SupportSoft EAL2 Delivery Procedures The delivery document describes the steps
performed to deliver the TOE. It describes the
process used to create distribution copies of
the TOE software and the steps taken to
ensure consistent, dependable delivery of the
TOE to the customer.
ADO_IGS.1 SupportSoft Installation and
Administration Supplemental CC
Guidance
SupportSoft Platform v6.5 SP4 and
Product Installation Guide (Updated
September 23, 2005)
SupportSoft Platform Version 6.5
Service Pack 04 Release Notes
(Updated July 8, 2005)
SupportSoft Knowledge Center Version
6.5 Service Pack 1 Release Notes
The installation, documents describe the steps
necessary for secure installation, generation
and start-up of the TOE.
ADV_FSP.1 SupportSoft, Inc. KC Suite Version 6.5
EAL 2 Design Documentation
This document includes the informal
functional specification which identifies the
external interfaces that completely represent
the TSF and describes the purpose and method
of use of all external TSF interfaces. It also
describes the effects, exceptions, and error
messages for each of the external TSF
interfaces.
ADV_HLD.1 SupportSoft, Inc. KC Suite Version 6.5
EAL 2 Design Documentation
This document includes the descriptive high-
level design which describes the complete
TSF in terms of subsystems. The security
functions for each subsystem are described.
The subsystem interfaces are defined and the
externally visible interfaces are identified.
ADV_RCR.1 SupportSoft, Inc. KC Suite Version 6.5
EAL 2 Design Documentation
This document includes the informal
correspondence document which maps the
security functionality as described in the FSP
and ST and as described in the FSP and HLD.
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Assurance
Requirement
Assurance Measures Assurance Rationale
AGD_ADM.1 SupportSoft Installation and
Administration Supplemental CC
Guidance
SupportSoft Platform Version 6.5
Service Pack 4 Administrator’s Guide
(Updated October 20, 2005)
SupportSoft Platform Version 6.5
Service Pack 04 Release Notes
(Updated July 8, 2005)
SupportSoft Content Administration
Guide (Applies to All v6.5 SP1 or
Higher products that include
Content) (Updated September 29,
2005)
SupportSoft Knowledge Center Version
6.5 Service Pack 1 Release Notes
Support Administrator Help System,
installed with the product
Support Center Help System, installed
with the product
Author Center Help System, installed
with the product
The administrator guidance documents
provide complete administrative guidance for
the TOE, including all security features and
configuration items.
AGD_USR.1 SupportSoft User Supplemental CC
Guidance
SupportSoft Content Administration
Guide (Applies to All v6.5 or Higher
Products that include Content)
(Updated September 29, 2005)
The user guidance describes the security
functions and interfaces in a way that allows a
user to interact with the TOE securely.
ATE_COV.1 SupportSoft EAL2 Test Plan and
Procedures
The test coverage document provides a
mapping of the test cases performed against
the TSF.
ATE_FUN.1 SupportSoft EAL2 Test Plan and
Procedures
The functional testing document includes the
test plans, test procedures, and associated test
cases of the TOE functional testing effort.
ATE_IND.2 SupportSoft Platform Version 6.5
SP4 and SupportSoft Knowledge
Center Suite Version 6.5 SP1
All documents listed above as
satisfying AGD_ADM.1,
AGD_USR.1, and ATE_FUN.1.
The TOE software, guidance, and testing
documentation were made available to the CC
testing laboratory for independent testing.
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Assurance
Requirement
Assurance Measures Assurance Rationale
AVA_SOF.1 SupportSoft Strength of Function
Analysis
The strength of function analysis document
provides the SOF argument for the password
mechanism.
AVA_VLA.1 SupportSoft Vulnerability Analysis The vulnerability analysis document identifies
and describes the process used to discover
obvious vulnerabilities, the results of the
vulnerability analysis, and the mitigation of
each identified obvious vulnerability.
Table 17 – Assurance Requirements: EAL2
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7 Protection Profile Claims
This Security Target does not claim conformance to any Protection Profiles.
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8 Rationale
This Security Target does not claim conformance to any Protection Profiles.
8.1 Security Objectives Rationale
Sections 4.4 - 4.6 provide the security objectives rationale.
8.2 Security Requirements Rationale
Sections 5.7 - 5.12 provide the security requirements rationale.
8.3 TOE Summary Specification Rationale
Sections 6.2 - 6.4 provide the TOE summary specification rationale.
8.4 Protection Profile Claims Rationale
This Security Target does not claim conformance to any Protection Profiles.
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9 Appendix A: KC Access Levels and Functions
This appendix lists all of the KC access levels (defined sets of KC permissions) that
administrators may assign to folders and contribution content types within Knowledge Center.
These access levels only apply to access attempts made from the AC interface. As is shown
below, each content type has its own set of possible permissions (also called functions). A
permission/function defines the operation to be performed on the content item from the AC
interface.
KC_AccessLevel KC_ContentType KC_Functions
Full-Control Contribution Implement
Full-Control Contribution Notify
Full-Control Contribution Reject
Full-Control Folder Associate Workflow
Full-Control Folder Copy Content
Full-Control Folder Cut Content
Full-Control Folder Delete Content
Full-Control Folder Delete Folder
Full-Control Folder Expire Content
Full-Control Folder Export
Full-Control Folder Folder Info
Full-Control Folder New
Full-Control Folder New Folder
Full-Control Folder Paste Content
Full-Control Folder Paste Shortcut
Full-Control Folder Personalize
Full-Control Folder Rename Folder
Full-Control Folder Restore Content
Full-Control Folder Restore Folder
Full-Control Folder Security
Full-Control Folder Set Attributes
Full-Control Folder Unlock Content
Full-Control Folder Unpublish Content
Full-Control Resource Approve Resource
Full-Control Resource Audit Trail
Full-Control Resource Delete Latest Version
Full-Control Resource Edit Properties
Full-Control Resource Edit Resource
Full-Control Resource New Resource
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KC_AccessLevel KC_ContentType KC_Functions
Full-Control Resource Notify
Full-Control Resource Personalize
Full-Control Resource Preview Resource
Full-Control Resource Read Only Mode
Full-Control Resource Recall
Full-Control Resource Reject Resource
Full-Control Resource Resource Info
Full-Control Resource Save Resource
Full-Control Resource Statistics
Full-Control Resource Submit for Approval
Full-Control Resource View Feedback
Full-Control Resource View Resource
Full-Control Resource Workflow Status
Full-Control Script SupportAction Admin Weight
Full-Control Script SupportAction Approve Action
Full-Control Script SupportAction Audit Trail
Full-Control Script SupportAction Content Info
Full-Control Script SupportAction Delete Latest Version
Full-Control Script SupportAction Edit Action
Full-Control Script SupportAction Edit Properties
Full-Control Script SupportAction New Action
Full-Control Script SupportAction Notify
Full-Control Script SupportAction Personalize
Full-Control Script SupportAction Preview Action
Full-Control Script SupportAction Read Only Mode
Full-Control Script SupportAction Recall
Full-Control Script SupportAction Reject Action
Full-Control Script SupportAction Save Action
Full-Control Script SupportAction Statistics
Full-Control Script SupportAction Submit for Approval
Full-Control Script SupportAction View Action
Full-Control Script SupportAction View Feedback
Full-Control Script SupportAction Workflow Status
Full-Control Shortcut Admin Weight
Full-Control Shortcut Approve Shortcut
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KC_AccessLevel KC_ContentType KC_Functions
Full-Control Shortcut Audit Trail
Full-Control Shortcut Content Info
Full-Control Shortcut Delete Latest Version
Full-Control Shortcut Edit Properties
Full-Control Shortcut Edit Shortcut
Full-Control Shortcut New Shortcut
Full-Control Shortcut Notify
Full-Control Shortcut Personalize
Full-Control Shortcut Preview Shortcut
Full-Control Shortcut Read Only Mode
Full-Control Shortcut Recall
Full-Control Shortcut Reject Shortcut
Full-Control Shortcut Save Shortcut
Full-Control Shortcut Statistics
Full-Control Shortcut Submit for Approval
Full-Control Shortcut View Feedback
Full-Control Shortcut View Shortcut
Full-Control Shortcut Workflow Status
Full-Control SupportArticle - Document Admin Weight
Full-Control SupportArticle - Document Approve Article
Full-Control SupportArticle - Document Audit Trail
Full-Control SupportArticle - Document Content Info
Full-Control SupportArticle - Document Delete Latest Version
Full-Control SupportArticle - Document Edit Article
Full-Control SupportArticle - Document Edit Properties
Full-Control SupportArticle - Document New Article
Full-Control SupportArticle - Document Notify
Full-Control SupportArticle - Document Personalize
Full-Control SupportArticle - Document Preview Article
Full-Control SupportArticle - Document Read Only Mode
Full-Control SupportArticle - Document Recall
Full-Control SupportArticle - Document Reject Article
Full-Control SupportArticle - Document Save Article
Full-Control SupportArticle - Document Statistics
Full-Control SupportArticle - Document Submit for Approval
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KC_AccessLevel KC_ContentType KC_Functions
Full-Control SupportArticle - Document View Article
Full-Control SupportArticle - Document View Feedback
Full-Control SupportArticle - Document Workflow Status
Full-Control SupportArticle - FAQ Admin Weight
Full-Control SupportArticle - FAQ Approve Article
Full-Control SupportArticle - FAQ Audit Trail
Full-Control SupportArticle - FAQ Content Info
Full-Control SupportArticle - FAQ Delete Latest Version
Full-Control SupportArticle - FAQ Edit Article
Full-Control SupportArticle - FAQ Edit Properties
Full-Control SupportArticle - FAQ New Article
Full-Control SupportArticle - FAQ Notify
Full-Control SupportArticle - FAQ Personalize
Full-Control SupportArticle - FAQ Preview Article
Full-Control SupportArticle - FAQ Read Only Mode
Full-Control SupportArticle - FAQ Recall
Full-Control SupportArticle - FAQ Reject Article
Full-Control SupportArticle - FAQ Save Article
Full-Control SupportArticle - FAQ Statistics
Full-Control SupportArticle - FAQ Submit for Approval
Full-Control SupportArticle - FAQ View Article
Full-Control SupportArticle - FAQ View Feedback
Full-Control SupportArticle - FAQ Workflow Status
Full-Control SupportArticle - Inline Document Admin Weight
Full-Control SupportArticle - Inline Document Approve Article
Full-Control SupportArticle - Inline Document Audit Trail
Full-Control SupportArticle - Inline Document Content Info
Full-Control SupportArticle - Inline Document Delete Latest Version
Full-Control SupportArticle - Inline Document Edit Article
Full-Control SupportArticle - Inline Document Edit Properties
Full-Control SupportArticle - Inline Document New Article
Full-Control SupportArticle - Inline Document Notify
Full-Control SupportArticle - Inline Document Personalize
Full-Control SupportArticle - Inline Document Preview Article
Full-Control SupportArticle - Inline Document Read Only Mode
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KC_AccessLevel KC_ContentType KC_Functions
Full-Control SupportArticle - Inline Document Recall
Full-Control SupportArticle - Inline Document Reject Article
Full-Control SupportArticle - Inline Document Save Article
Full-Control SupportArticle - Inline Document Statistics
Full-Control SupportArticle - Inline Document Submit for Approval
Full-Control SupportArticle - Inline Document View Article
Full-Control SupportArticle - Inline Document View Feedback
Full-Control SupportArticle - Inline Document Workflow Status
Full-Control SupportArticle - Problem Resolution Admin Weight
Full-Control SupportArticle - Problem Resolution Approve Article
Full-Control SupportArticle - Problem Resolution Audit Trail
Full-Control SupportArticle - Problem Resolution Content Info
Full-Control SupportArticle - Problem Resolution Delete Latest Version
Full-Control SupportArticle - Problem Resolution Edit Article
Full-Control SupportArticle - Problem Resolution Edit Properties
Full-Control SupportArticle - Problem Resolution New Article
Full-Control SupportArticle - Problem Resolution Notify
Full-Control SupportArticle - Problem Resolution Personalize
Full-Control SupportArticle - Problem Resolution Preview Article
Full-Control SupportArticle - Problem Resolution Read Only Mode
Full-Control SupportArticle - Problem Resolution Recall
Full-Control SupportArticle - Problem Resolution Reject Article
Full-Control SupportArticle - Problem Resolution Save Article
Full-Control SupportArticle - Problem Resolution Statistics
Full-Control SupportArticle - Problem Resolution Submit for Approval
Full-Control SupportArticle - Problem Resolution View Article
Full-Control SupportArticle - Problem Resolution View Feedback
Full-Control SupportArticle - Problem Resolution Workflow Status
Full-Control SupportArticle - URL Admin Weight
Full-Control SupportArticle - URL Approve Article
Full-Control SupportArticle - URL Audit Trail
Full-Control SupportArticle - URL Content Info
Full-Control SupportArticle - URL Delete Latest Version
Full-Control SupportArticle - URL Edit Article
Full-Control SupportArticle - URL Edit Properties
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KC_AccessLevel KC_ContentType KC_Functions
Full-Control SupportArticle - URL New Article
Full-Control SupportArticle - URL Notify
Full-Control SupportArticle - URL Personalize
Full-Control SupportArticle - URL Preview Article
Full-Control SupportArticle - URL Read Only Mode
Full-Control SupportArticle - URL Recall
Full-Control SupportArticle - URL Reject Article
Full-Control SupportArticle - URL Save Article
Full-Control SupportArticle - URL Statistics
Full-Control SupportArticle - URL Submit for Approval
Full-Control SupportArticle - URL View Article
Full-Control SupportArticle - URL View Feedback
Full-Control SupportArticle - URL Workflow Status
Full-Control Web Document Admin Weight
Full-Control Web Document Content Info
Full-Control Web Document Delete Latest Version
Full-Control Web Document Edit Properties
Full-Control Web Document Notify
Full-Control Web Document Personalize
Full-Control Web Document Preview Content
Full-Control Web Document Read Only Mode
Full-Control Web Document Statistics
Full-Control Web Document View Article
Full-Control Web Document View Feedback
Manage Contribution Implement
Manage Contribution Notify
Manage Contribution Reject
Manage Folder Associate Workflow
Manage Folder Copy Content
Manage Folder Cut Content
Manage Folder Delete Content
Manage Folder Delete Folder
Manage Folder Folder Info
Manage Folder New
Manage Folder New Folder
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KC_AccessLevel KC_ContentType KC_Functions
Manage Folder Paste Content
Manage Folder Personalize
Manage Folder Rename Folder
Manage Folder Unlock Content
Manage Resource Approve Resource
Manage Resource Audit Trail
Manage Resource Edit Properties
Manage Resource Edit Resource
Manage Resource New Resource
Manage Resource Notify
Manage Resource Personalize
Manage Resource Preview Resource
Manage Resource Read Only Mode
Manage Resource Reject Resource
Manage Resource Resource Info
Manage Resource Save Resource
Manage Resource Statistics
Manage Resource Submit for Approval
Manage Resource View Feedback
Manage Resource View Resource
Manage Resource Workflow Status
Manage Script SupportAction Approve Action
Manage Script SupportAction Audit Trail
Manage Script SupportAction Content Info
Manage Script SupportAction Edit Action
Manage Script SupportAction Edit Properties
Manage Script SupportAction New Action
Manage Script SupportAction Notify
Manage Script SupportAction Personalize
Manage Script SupportAction Preview Action
Manage Script SupportAction Read Only Mode
Manage Script SupportAction Reject Action
Manage Script SupportAction Save Action
Manage Script SupportAction Statistics
Manage Script SupportAction Submit for Approval
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KC_AccessLevel KC_ContentType KC_Functions
Manage Script SupportAction View Action
Manage Script SupportAction View Feedback
Manage Script SupportAction Workflow Status
Manage Shortcut Approve Shortcut
Manage Shortcut Audit Trail
Manage Shortcut Content Info
Manage Shortcut Edit Properties
Manage Shortcut Edit Shortcut
Manage Shortcut New Shortcut
Manage Shortcut Notify
Manage Shortcut Personalize
Manage Shortcut Preview Shortcut
Manage Shortcut Read Only Mode
Manage Shortcut Reject Shortcut
Manage Shortcut Save Shortcut
Manage Shortcut Statistics
Manage Shortcut Submit for Approval
Manage Shortcut View Feedback
Manage Shortcut View Shortcut
Manage Shortcut Workflow Status
Manage SupportArticle - Document Approve Article
Manage SupportArticle - Document Audit Trail
Manage SupportArticle - Document Content Info
Manage SupportArticle - Document Edit Article
Manage SupportArticle - Document Edit Properties
Manage SupportArticle - Document New Article
Manage SupportArticle - Document Notify
Manage SupportArticle - Document Personalize
Manage SupportArticle - Document Preview Article
Manage SupportArticle - Document Read Only Mode
Manage SupportArticle - Document Reject Article
Manage SupportArticle - Document Save Article
Manage SupportArticle - Document Statistics
Manage SupportArticle - Document Submit for Approval
Manage SupportArticle - Document View Article
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KC_AccessLevel KC_ContentType KC_Functions
Manage SupportArticle - Document View Feedback
Manage SupportArticle - Document Workflow Status
Manage SupportArticle - FAQ Approve Article
Manage SupportArticle - FAQ Audit Trail
Manage SupportArticle - FAQ Content Info
Manage SupportArticle - FAQ Edit Article
Manage SupportArticle - FAQ Edit Properties
Manage SupportArticle - FAQ New Article
Manage SupportArticle - FAQ Notify
Manage SupportArticle - FAQ Personalize
Manage SupportArticle - FAQ Preview Article
Manage SupportArticle - FAQ Read Only Mode
Manage SupportArticle - FAQ Reject Article
Manage SupportArticle - FAQ Save Article
Manage SupportArticle - FAQ Statistics
Manage SupportArticle - FAQ Submit for Approval
Manage SupportArticle - FAQ View Article
Manage SupportArticle - FAQ View Feedback
Manage SupportArticle - FAQ Workflow Status
Manage SupportArticle - Inline Document Approve Article
Manage SupportArticle - Inline Document Audit Trail
Manage SupportArticle - Inline Document Content Info
Manage SupportArticle - Inline Document Edit Article
Manage SupportArticle - Inline Document Edit Properties
Manage SupportArticle - Inline Document New Article
Manage SupportArticle - Inline Document Notify
Manage SupportArticle - Inline Document Personalize
Manage SupportArticle - Inline Document Preview Article
Manage SupportArticle - Inline Document Read Only Mode
Manage SupportArticle - Inline Document Reject Article
Manage SupportArticle - Inline Document Save Article
Manage SupportArticle - Inline Document Statistics
Manage SupportArticle - Inline Document Submit for Approval
Manage SupportArticle - Inline Document View Article
Manage SupportArticle - Inline Document View Feedback
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KC_AccessLevel KC_ContentType KC_Functions
Manage SupportArticle - Inline Document Workflow Status
Manage SupportArticle - Problem Resolution Approve Article
Manage SupportArticle - Problem Resolution Audit Trail
Manage SupportArticle - Problem Resolution Content Info
Manage SupportArticle - Problem Resolution Edit Article
Manage SupportArticle - Problem Resolution Edit Properties
Manage SupportArticle - Problem Resolution New Article
Manage SupportArticle - Problem Resolution Notify
Manage SupportArticle - Problem Resolution Personalize
Manage SupportArticle - Problem Resolution Preview Article
Manage SupportArticle - Problem Resolution Read Only Mode
Manage SupportArticle - Problem Resolution Reject Article
Manage SupportArticle - Problem Resolution Save Article
Manage SupportArticle - Problem Resolution Statistics
Manage SupportArticle - Problem Resolution Submit for Approval
Manage SupportArticle - Problem Resolution View Article
Manage SupportArticle - Problem Resolution View Feedback
Manage SupportArticle - Problem Resolution Workflow Status
Manage SupportArticle - URL Approve Article
Manage SupportArticle - URL Audit Trail
Manage SupportArticle - URL Content Info
Manage SupportArticle - URL Edit Article
Manage SupportArticle - URL Edit Properties
Manage SupportArticle - URL New Article
Manage SupportArticle - URL Notify
Manage SupportArticle - URL Personalize
Manage SupportArticle - URL Preview Article
Manage SupportArticle - URL Read Only Mode
Manage SupportArticle - URL Reject Article
Manage SupportArticle - URL Save Article
Manage SupportArticle - URL Statistics
Manage SupportArticle - URL Submit for Approval
Manage SupportArticle - URL View Article
Manage SupportArticle - URL View Feedback
Manage SupportArticle - URL Workflow Status
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KC_AccessLevel KC_ContentType KC_Functions
Manage Web Document Content Info
Manage Web Document Edit Properties
Manage Web Document Notify
Manage Web Document Personalize
Manage Web Document Preview Content
Manage Web Document Read Only Mode
Manage Web Document Statistics
Manage Web Document View Article
Manage Web Document View Feedback
Read Folder Folder Info
Read Resource Preview Resource
Read Resource Read Only Mode
Read Resource Resource Info
Read Resource View Resource
Read Script SupportAction Content Info
Read Script SupportAction Preview Action
Read Script SupportAction Read Only Mode
Read Script SupportAction View Action
Read Shortcut Content Info
Read Shortcut Preview Shortcut
Read Shortcut Read Only Mode
Read Shortcut View Shortcut
Read SupportArticle - Document Content Info
Read SupportArticle - Document Preview Article
Read SupportArticle - Document Read Only Mode
Read SupportArticle - Document View Article
Read SupportArticle - FAQ Content Info
Read SupportArticle - FAQ Preview Article
Read SupportArticle - FAQ Read Only Mode
Read SupportArticle - FAQ View Article
Read SupportArticle - Inline Document Content Info
Read SupportArticle - Inline Document Preview Article
Read SupportArticle - Inline Document Read Only Mode
Read SupportArticle - Inline Document View Article
Read SupportArticle - Problem Resolution Content Info
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KC_AccessLevel KC_ContentType KC_Functions
Read SupportArticle - Problem Resolution Preview Article
Read SupportArticle - Problem Resolution Read Only Mode
Read SupportArticle - Problem Resolution View Article
Read SupportArticle - URL Content Info
Read SupportArticle - URL Preview Article
Read SupportArticle - URL Read Only Mode
Read SupportArticle - URL View Article
Read Web Document Content Info
Read Web Document Preview Content
Read Web Document Read Only Mode
Read Web Document View Article
Read/Review Contribution Reject
Read/Review Folder Copy Content
Read/Review Folder Folder Info
Read/Review Folder Paste Content
Read/Review Resource Approve Resource
Read/Review Resource Audit Trail
Read/Review Resource Edit Properties
Read/Review Resource Edit Resource
Read/Review Resource Personalize
Read/Review Resource Preview Resource
Read/Review Resource Read Only Mode
Read/Review Resource Reject Resource
Read/Review Resource Resource Info
Read/Review Resource Submit for Approval
Read/Review Resource View Resource
Read/Review Resource Workflow Status
Read/Review Script SupportAction Approve Action
Read/Review Script SupportAction Audit Trail
Read/Review Script SupportAction Content Info
Read/Review Script SupportAction Edit Action
Read/Review Script SupportAction Edit Properties
Read/Review Script SupportAction Personalize
Read/Review Script SupportAction Preview Action
Read/Review Script SupportAction Read Only Mode
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KC_AccessLevel KC_ContentType KC_Functions
Read/Review Script SupportAction Reject Action
Read/Review Script SupportAction Submit for Approval
Read/Review Script SupportAction View Action
Read/Review Script SupportAction Workflow Status
Read/Review Shortcut Approve Shortcut
Read/Review Shortcut Audit Trail
Read/Review Shortcut Content Info
Read/Review Shortcut Edit Properties
Read/Review Shortcut Edit Shortcut
Read/Review Shortcut Personalize
Read/Review Shortcut Preview Shortcut
Read/Review Shortcut Read Only Mode
Read/Review Shortcut Reject Shortcut
Read/Review Shortcut Submit for Approval
Read/Review Shortcut View Shortcut
Read/Review Shortcut Workflow Status
Read/Review SupportArticle - Document Approve Article
Read/Review SupportArticle - Document Audit Trail
Read/Review SupportArticle - Document Content Info
Read/Review SupportArticle - Document Edit Article
Read/Review SupportArticle - Document Edit Properties
Read/Review SupportArticle - Document Personalize
Read/Review SupportArticle - Document Preview Article
Read/Review SupportArticle - Document Read Only Mode
Read/Review SupportArticle - Document Reject Article
Read/Review SupportArticle - Document Submit for Approval
Read/Review SupportArticle - Document View Article
Read/Review SupportArticle - Document Workflow Status
Read/Review SupportArticle - FAQ Approve Article
Read/Review SupportArticle - FAQ Audit Trail
Read/Review SupportArticle - FAQ Content Info
Read/Review SupportArticle - FAQ Edit Article
Read/Review SupportArticle - FAQ Edit Properties
Read/Review SupportArticle - FAQ Personalize
Read/Review SupportArticle - FAQ Preview Article
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KC_AccessLevel KC_ContentType KC_Functions
Read/Review SupportArticle - FAQ Read Only Mode
Read/Review SupportArticle - FAQ Reject Article
Read/Review SupportArticle - FAQ Submit for Approval
Read/Review SupportArticle - FAQ View Article
Read/Review SupportArticle - FAQ Workflow Status
Read/Review SupportArticle - Inline Document Approve Article
Read/Review SupportArticle - Inline Document Audit Trail
Read/Review SupportArticle - Inline Document Content Info
Read/Review SupportArticle - Inline Document Edit Article
Read/Review SupportArticle - Inline Document Edit Properties
Read/Review SupportArticle - Inline Document Personalize
Read/Review SupportArticle - Inline Document Preview Article
Read/Review SupportArticle - Inline Document Read Only Mode
Read/Review SupportArticle - Inline Document Reject Article
Read/Review SupportArticle - Inline Document Submit for Approval
Read/Review SupportArticle - Inline Document View Article
Read/Review SupportArticle - Inline Document Workflow Status
Read/Review SupportArticle - Problem Resolution Approve Article
Read/Review SupportArticle - Problem Resolution Audit Trail
Read/Review SupportArticle - Problem Resolution Content Info
Read/Review SupportArticle - Problem Resolution Edit Article
Read/Review SupportArticle - Problem Resolution Edit Properties
Read/Review SupportArticle - Problem Resolution Personalize
Read/Review SupportArticle - Problem Resolution Preview Article
Read/Review SupportArticle - Problem Resolution Read Only Mode
Read/Review SupportArticle - Problem Resolution Reject Article
Read/Review SupportArticle - Problem Resolution Submit for Approval
Read/Review SupportArticle - Problem Resolution View Article
Read/Review SupportArticle - Problem Resolution Workflow Status
Read/Review SupportArticle - URL Approve Article
Read/Review SupportArticle - URL Audit Trail
Read/Review SupportArticle - URL Content Info
Read/Review SupportArticle - URL Edit Article
Read/Review SupportArticle - URL Edit Properties
Read/Review SupportArticle - URL Personalize
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KC_AccessLevel KC_ContentType KC_Functions
Read/Review SupportArticle - URL Preview Article
Read/Review SupportArticle - URL Read Only Mode
Read/Review SupportArticle - URL Reject Article
Read/Review SupportArticle - URL Submit for Approval
Read/Review SupportArticle - URL View Article
Read/Review SupportArticle - URL Workflow Status
Read/Review Web Document Content Info
Read/Review Web Document Edit Properties
Read/Review Web Document Personalize
Read/Review Web Document Preview Content
Read/Review Web Document Read Only Mode
Read/Review Web Document View Article
Read/Write Contribution Implement
Read/Write Contribution Notify
Read/Write Contribution Reject
Read/Write Folder Associate Workflow
Read/Write Folder Copy Content
Read/Write Folder Folder Info
Read/Write Folder New
Read/Write Folder New Folder
Read/Write Folder Paste Content
Read/Write Folder Personalize
Read/Write Folder Rename Folder
Read/Write Resource Approve Resource
Read/Write Resource Audit Trail
Read/Write Resource Edit Properties
Read/Write Resource Edit Resource
Read/Write Resource New Resource
Read/Write Resource Notify
Read/Write Resource Personalize
Read/Write Resource Preview Resource
Read/Write Resource Read Only Mode
Read/Write Resource Reject Resource
Read/Write Resource Resource Info
Read/Write Resource Save Resource
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KC_AccessLevel KC_ContentType KC_Functions
Read/Write Resource Statistics
Read/Write Resource Submit for Approval
Read/Write Resource View Feedback
Read/Write Resource View Resource
Read/Write Script SupportAction Approve Action
Read/Write Script SupportAction Audit Trail
Read/Write Script SupportAction Content Info
Read/Write Script SupportAction Edit Action
Read/Write Script SupportAction Edit Properties
Read/Write Script SupportAction New Action
Read/Write Script SupportAction Notify
Read/Write Script SupportAction Personalize
Read/Write Script SupportAction Preview Action
Read/Write Script SupportAction Read Only Mode
Read/Write Script SupportAction Reject Action
Read/Write Script SupportAction Save Action
Read/Write Script SupportAction Statistics
Read/Write Script SupportAction Submit for Approval
Read/Write Script SupportAction View Action
Read/Write Script SupportAction View Feedback
Read/Write Shortcut Approve Shortcut
Read/Write Shortcut Audit Trail
Read/Write Shortcut Content Info
Read/Write Shortcut Edit Properties
Read/Write Shortcut Edit Shortcut
Read/Write Shortcut New Shortcut
Read/Write Shortcut Notify
Read/Write Shortcut Personalize
Read/Write Shortcut Preview Shortcut
Read/Write Shortcut Read Only Mode
Read/Write Shortcut Reject Shortcut
Read/Write Shortcut Save Shortcut
Read/Write Shortcut Statistics
Read/Write Shortcut Submit for Approval
Read/Write Shortcut View Feedback
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KC_AccessLevel KC_ContentType KC_Functions
Read/Write Shortcut View Shortcut
Read/Write SupportArticle - Document Approve Article
Read/Write SupportArticle - Document Audit Trail
Read/Write SupportArticle - Document Content Info
Read/Write SupportArticle - Document Edit Article
Read/Write SupportArticle - Document Edit Properties
Read/Write SupportArticle - Document New Article
Read/Write SupportArticle - Document Notify
Read/Write SupportArticle - Document Personalize
Read/Write SupportArticle - Document Preview Article
Read/Write SupportArticle - Document Read Only Mode
Read/Write SupportArticle - Document Reject Article
Read/Write SupportArticle - Document Save Article
Read/Write SupportArticle - Document Statistics
Read/Write SupportArticle - Document Submit for Approval
Read/Write SupportArticle - Document View Article
Read/Write SupportArticle - Document View Feedback
Read/Write SupportArticle - FAQ Approve Article
Read/Write SupportArticle - FAQ Audit Trail
Read/Write SupportArticle - FAQ Content Info
Read/Write SupportArticle - FAQ Edit Article
Read/Write SupportArticle - FAQ Edit Properties
Read/Write SupportArticle - FAQ New Article
Read/Write SupportArticle - FAQ Notify
Read/Write SupportArticle - FAQ Personalize
Read/Write SupportArticle - FAQ Preview Article
Read/Write SupportArticle - FAQ Read Only Mode
Read/Write SupportArticle - FAQ Reject Article
Read/Write SupportArticle - FAQ Save Article
Read/Write SupportArticle - FAQ Statistics
Read/Write SupportArticle - FAQ Submit for Approval
Read/Write SupportArticle - FAQ View Article
Read/Write SupportArticle - FAQ View Feedback
Read/Write SupportArticle - Inline Document Approve Article
Read/Write SupportArticle - Inline Document Audit Trail
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KC_AccessLevel KC_ContentType KC_Functions
Read/Write SupportArticle - Inline Document Content Info
Read/Write SupportArticle - Inline Document Edit Article
Read/Write SupportArticle - Inline Document Edit Properties
Read/Write SupportArticle - Inline Document New Article
Read/Write SupportArticle - Inline Document Notify
Read/Write SupportArticle - Inline Document Personalize
Read/Write SupportArticle - Inline Document Preview Article
Read/Write SupportArticle - Inline Document Read Only Mode
Read/Write SupportArticle - Inline Document Reject Article
Read/Write SupportArticle - Inline Document Save Article
Read/Write SupportArticle - Inline Document Statistics
Read/Write SupportArticle - Inline Document Submit for Approval
Read/Write SupportArticle - Inline Document View Article
Read/Write SupportArticle - Inline Document View Feedback
Read/Write SupportArticle - Problem Resolution Approve Article
Read/Write SupportArticle - Problem Resolution Audit Trail
Read/Write SupportArticle - Problem Resolution Content Info
Read/Write SupportArticle - Problem Resolution Edit Article
Read/Write SupportArticle - Problem Resolution Edit Properties
Read/Write SupportArticle - Problem Resolution New Article
Read/Write SupportArticle - Problem Resolution Notify
Read/Write SupportArticle - Problem Resolution Personalize
Read/Write SupportArticle - Problem Resolution Preview Article
Read/Write SupportArticle - Problem Resolution Read Only Mode
Read/Write SupportArticle - Problem Resolution Reject Article
Read/Write SupportArticle - Problem Resolution Save Article
Read/Write SupportArticle - Problem Resolution Statistics
Read/Write SupportArticle - Problem Resolution Submit for Approval
Read/Write SupportArticle - Problem Resolution View Article
Read/Write SupportArticle - Problem Resolution View Feedback
Read/Write SupportArticle - URL Approve Article
Read/Write SupportArticle - URL Audit Trail
Read/Write SupportArticle - URL Content Info
Read/Write SupportArticle - URL Edit Article
Read/Write SupportArticle - URL Edit Properties
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KC_AccessLevel KC_ContentType KC_Functions
Read/Write SupportArticle - URL New Article
Read/Write SupportArticle - URL Notify
Read/Write SupportArticle - URL Personalize
Read/Write SupportArticle - URL Preview Article
Read/Write SupportArticle - URL Read Only Mode
Read/Write SupportArticle - URL Reject Article
Read/Write SupportArticle - URL Save Article
Read/Write SupportArticle - URL Statistics
Read/Write SupportArticle - URL Submit for Approval
Read/Write SupportArticle - URL View Article
Read/Write SupportArticle - URL View Feedback
Read/Write Web Document Content Info
Read/Write Web Document Edit Properties
Read/Write Web Document Notify
Read/Write Web Document Personalize
Read/Write Web Document Preview Content
Read/Write Web Document Read Only Mode
Read/Write Web Document Statistics
Read/Write Web Document View Article
Read/Write Web Document View Feedback
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10 Appendix B – SupportSoft Platform Permissions
This section describes the SupportSoft platform permissions that administrators may assign to
groups to allow access to specific interfaces. This controls what user interface you can log into
and what web pages (components) and options you have once you do log in.
Permissions are grouped by their component category which refers to the component (Author
Center, Filter Groups, and so forth) to which a permission applies. The components are
designated by the following acronyms that precede permission names.
AC Author Center application - Tool and features.
FG Filter Group - Filter groups that appear on content targeting pages.
RF Report Function - Functions, such as add and edit, within the reports management
interface.
RP Report - Individual reports that appear in the report tree view.
SA Support Administrator application - Tool and features.
SC Support Center Win32 container based application - Tool and features.
SC-Web Support Center Web based application - Tool and features.
UC User Center application - Tool and features.
Permission Description
AC: Author Center Interface This permission allows the KC application to be used.
AC: Content Type
Administration Provides ability to define and edit content types.
AC: Import Content This permission allows you to import content
AC: Manage Content Provides permission for ability to browse Content Directory.
AC: Review Content Provides permission for ability to view Content Queue.
AC: Review Contributions Provides permission for review analyst suggestions for new content.
AC: Role Administration Permission to administer the verbs that are allowed for each role. That
is, this controls the permission to administer access levels in the
Author Center. Also known as Access Level Administration.
AC: Workflow Administration Provides permission for ability to edit Workflow Schemes.
FG: Active Browser Provides permission for Active Browser for use in SmartResults
FG: Active Browser Language Provides permission for Active Browser Language for use in
SmartResults
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Permission Description
FG: Audience Provides permission for audience that contains filters that can be used
to target specific user groups through Windows Active Directory for
use in SmartResults. Note: These are Windows groups, not
SupportSoft groups.
FG: Browser Provides permission for browsers that contain filters related to the
user's Default Browser for use in SmartResults.
FG: Http Request Method Provides permission for Http Request Method for use in SmartResults.
FG: Http Server Port Provides permission for Http Server Port for use in SmartResults.
FG: Mail Client Provides permission for Mail Clients that contains filters related to the
user's Mail Client for use in SmartResults.
FG: Operating System Provides permission for OS that contains filters related to the user's
Operating System for use in SmartResults.
FG: Page Referer Provides permission for Page Referer for use in SmartResults.
FG: Remote Host/IP Provides permission for Remote Host/IP for use in SmartResults.
FG: Samples Provides permission for Sample group containing sample filters for
use in SmartResults.
FG: SPRT External
Authentication
Provides permission for Ext Auth that contains filters used to
authenticate users via External Authentication for use in SmartResults.
FG: Tenant Provides permission for Tenant usage for use in SmartResults.
RF: Edit Read-Only Reports Allows permissions for editing, copying, and deleting standard reports.
Read-only reports are standard reports provided with the delivered
product. Read only reports are not intended to be changed (edited).
RF: Report Editing Provides permissions for the ability to edit, copy, and delete reports.
To edit a read-only report, you also need the permission RF: Edit
Read-Only Reports.
RP: All available content Permission to run a report or manage existing runs of the report for:
All available content
RP: Content activating in the
future
Permission to run a report or manage existing runs of the report for:
Content activating in the future
RP: Content expiring in the
future
Permission to run a report or manage existing runs of the report for:
Content expiring in the future
RP: Content in workflow
process
Permission to run a report or manage existing runs of the report for:
Content in workflow process
RP: Content pending review Permission to run a report or manage existing runs of the report for:
Content pending review
RP: Deleted content Permission to run a report or manage existing runs of the report for:
Deleted content
RP: Detailed Content Usage
Report
Permission to run a report or manage existing runs of the report for: A
report of how often different types of search have been used, grouped
by folder and ranked by usage
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Permission Description
RP: Lowest rated content Permission to run a report or manage existing runs of the report for:
Lowest rated content
RP: Most visited content Permission to run a report or manage existing runs of the report for:
Most visited content
RP: Published content expiring
in the future
Permission to run a report or manage existing runs of the report for:
Published content expiring in the future
RP: Ratings of content Permission to run a report or manage existing runs of the report for:
Ratings of content
RP: Results of Queries Permission to run a report or manage existing runs of the report for:
Results of Queries
RP: Solution effectiveness Permission to run a report or manage existing runs of the report for:
Solution effectiveness
RP: Summary Usage by
Access
Permission to run a report or manage existing runs of the report for:
This report ranks the number of times content was viewed by type of
access method
RP: SupportSoft Product
Metrics Summary
Permission to run a report or manage existing runs of the report for:
This report shows the summary of SupportSoft Product Metrics result
within the specified time period.
RP: Top rated content Permission to run a report or manage existing runs of the report for:
Top rated content
RP: Totals of all content by
type
Permission to run a report or manage existing runs of the report for:
Totals of all content by type
RP: Usage by folder Permission to run a report or manage existing runs of the report for:
Summary usage by folder
RP: Usage by type Permission to run a report or manage existing runs of the report for:
Summary usage by type
RP: User Failed Login Report Permission to run a report or manage existing runs of the report for:
User Failed Login Report
RP: User Login Report Permission to run a report or manage existing runs of the report for:
User Login Report
RP: User Reset Report Permission to run a report or manage existing runs of the report for:
User Reset Report
SA: Activator States Provides permission to control submitter activator states
SA: Activators Provides permission to modify Activators
SA: Add New Email Template Provides permission to add new email templates.
SA: Autonomy Server Provides permission for Management of Autonomy Server list.
SA: Build Packages Provides permission to Create new MSI packages from SupportSoft
DNA
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Permission Description
SA: Cache Configuration Provides permission to Configure Content Cache on the Database as
well as the Application Servers
SA: Configure Support Center
Client Provides permission to Configure Support Center Client
SA: Default Settings Provides permission to Edit the Reporting Default Profile
SA: Email Templates Provides permission to manage Email Templates
SA: Export Content Provides permission to Export content in large numbers
SA: External Authentication Provides permission to Set External Authentication Options
SA: Get External Packages Provides permission to Upload a new MSI package or pull
SupportSoft DNA from another server
SA: Getting Support Provides permission for Viewlet describing how to get support from
SupportSoft.
SA: Groups Provides permission to manage Groups
SA: Import Content Provides permission to Import content in large numbers
SA: LDAP Server
Configuration Provides permission to configure the LDAP Service
SA: List Reports Provides permission to Render Reports inside of the admin tree
SA: Manage Constants Provides permission to Manage the SupportSoft Constants used on all
your SupportSoft Servers.
SA: Manage Email Server
Configuration Provides permission to configure email
SA: Manage Packages Provides permission to Create MSI package from DNA
SA: Manage Services Provides permission to Manage the SupportSoft Services installed on
all your SupportSoft Servers.
SA: Manage Slivers Provides permission to configure slivers
SA: Manage Sync Servers List. Provides permission to Configure the list of Sync Servers used in an
environment with multiple Sync Servers.
SA: Manage Web-Control
Plugins Provides permission to configure controls
SA: New Report Provides permission to Create a new SupportSoft Report
SA: Online Assistance Provides permission to display links to helpful information on Expert
Exchange.
SA: Password Policy Provides permission to Allows for the setting of password policy
SA: Permissions Provides permission to manage Permissions
SA: Platform Registry Provides permission to manage Platform Registry
SA: Platform Version
Information
Provides permission to View database, web server, plugin, and
application server installed version information.
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Permission Description
SA: Scheduled Tasks Provides permission to Scheduled Tasks
SA: Scheduler Report Provides permission to manage Scheduler Report
SA: Scheduler Server
Configuration Provides permission to manage configuration of the scheduler
SA: Servlet Config Provides permission to manage submitter servlet configuration
SA: Servlet Status Provides permission to manage submitter servlet stats
SA: Set Certificate Paths Provides permission to manage configuration certificate paths
SA: Signing Server
Configuration Provides permission to manage configuration signing
SA: SmartResults Provides permission to manage SmartResults
SA: Snapin Containers Provides permission to manage Snapin Containers
SA: Snapins Provides permission to manage Snapins
SA: Submission Timing Provides permission to manage Submission Timing
SA: Support Administrator
Interface This permission allows the admin application to be used.
SA: Task Parameters Provides permission to manage Task Parameters
SA: Time Zone And Date
Format Preferences
Provides permission to manage Server Time Zone And Date Format
Preferences
SA: Tools Provides permission to Manage the Support Center tools that are
available to your support analysts
SA: Top Problems Ranking Provides permission to manage the Top Problems Ranking
SA: User Center Design Provides permission to manage User Center Design
SA: Users Provides permission to manage Users
SA: View Email Outbox Provides permission to View and manage email outbox
SA: View Sent Emails Provides permission to View and manage sending email items.
SC: Contribute Content Permission provides ability to contribute solution.
SC: Find Solutions Permission provides ability to search for solutions.
SC-Web: Contribute Content Provides permission for Contribute solutions for Author Center
SC-Web: Find Solutions Provides permission for KC find solutions
SC-Web: Support Center
Client
Provides permission to Install and Launch the Support Center Win32
Client
SC-Web: Support Center Web
Interface
This permission allows the SC Win32 container based application and
the SC Web based application to be used (healtop for the Web based
application).
SC-Web: Time Zone And Date
Format Preferences Provides permission for Time Zone And Date Format Preferences
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Permission Description
UC: Browse Provides permission for User Center browse
UC: Home Provides permission for Home Page for the User Center, which allows
searching and subsequent viewing of content items, but does not allow
browsing the database for content items.
UC: Search Provides permission for User Center search