Permissions
Roles​
Roles define the role of Admin, Agents, and Users. Custom roles can also be created if required.
Permissions​
Tickets​
| Perm | Description |
|---|---|
| Create | Allow the creation of Tickets |
| View | Allow the viewing of Tickets in which the account has team/group access |
| Update | Allow updating of Tickets in which the account has team/group access |
| Delete | Allow deleting of Tickets in which the account has team/group access |
| --- | --- |
| Allow the printing of tickets. | |
| Notes | Allow the creation/viewing of ticket notes |
| Manage Public Tickets | Allow the account to access tickets that were submitted without a registered account |
| Can View All Tickets in Assigned Groups | Allow the account to see all tickets in their group. If disabled the account will only see tickets submitted by them. |
Comments​
| Perm | Description |
|---|---|
| Create | Allow commenting on tickets |
| View | Allow the viewing of comments |
| Update | Allow editing of comments. Note: Role Hierarchy applies |
| Delete | Allow deleting of comments. Note: Role Hierarchy applies |
Accounts​
| Perm | Description |
|---|---|
| Create | Allow the creation of Tickets |
| View | Allow the viewing of Tickets in which the account has team/group access |
| Update | Allow updating of Tickets in which the account has team/group access |
| Delete | Allow deleting of Tickets in which the account has team/group access |
| --- | --- |
| Import | Requires Create Allows importing of accounts from JSON, CSV, & LDAP |
Groups​
| Perm | Description |
|---|---|
| Create | Allow creating of customer groups |
| View | Allow viewing of customer groups |
| Update | Allow editing of customer groups |
| Delete | Allow the deletion of customer groups |
Teams​
| Perm | Description |
|---|---|
| Create | Allow creating of agent teams |
| View | Allow viewing of agent teams |
| Update | Allow editing of agent teams |
| Delete | Allow the deletion of agent teams |
Departments​
| Perm | Description |
|---|---|
| Create | Allow creating of agent departments |
| View | Allow viewing of agent departments |
| Update | Allow editing of agent departments |
| Delete | Allow the deletion of agent departments |
Reports​
| Perm | Description |
|---|---|
| Create | Allow creating of reports |
| View | Allow viewing of reports |
| Update | Allow editing of reports |
| Delete | Allow the deletion of reports |
Notices​
| Perm | Description |
|---|---|
| Create | Allow creating of notices |
| View | Allow viewing of notices |
| Update | Allow editing of notices |
| Delete | Allow the deletion of notices |
| --- | --- |
| Activate | Allow activation of notices/announcements |
| Deactivate | Allow notices/announcements to be deactivated |
Hierarchy​
Permission Hierarchy is designed to allow any role which falls below the given role to have permissions over that role resources.
Default Behavior
By default, this allows the Admin role to edit/update tickets submitted by the Agent or User role and the Agent role to edit/update tickets submitted by the User role.
Note
This only applies if the role has the apporiate permissions enabled.