Ticket

The following permissions are available in i-net HelpDesk to access tickets.

Dispatcher

Users with the permission Dispatcher have the task in i-net HelpDesk to authorize tickets with the status inquiry into resources. For example, by an employee of the hotline new requests are recorded and forwarded to the concrete contacts (authorized to a resource).

The sole permissions Dispatcher does not grant access to tickets that have already been assigned to resources.

Note: A request can also be automatically authorized as a ticket and assigned to a resource.

Note: The permissions grants the user access to the Requests tab module in the i-net HelpDesk desktop application for supporters.

Read all tickets

A group or user with this permission has read access to all tickets in all resources. Explicit membership in a resource is not required in this case.

If, for example, in a small service team all employees are to have access to all tickets without each of them having the permissions of an administrator, the permission Read all tickets can be assigned.

In contrast, in larger support structures, it is quite common for employees to be added as members to individual resources and thus be granted access to tickets per resource. The Read all tickets permission is not assigned.

Edit all tickets

Extends the aforementioned permission to include write mode. Assigning the Edit all tickets permission requires the Read all tickets permission.

This permission enables free linking of any tickets in the Desktop Application for Supporters. In the module tab Orders, Detail view, tab Order, a Link to ... button is now displayed below the order fields, but still above the last editing step. Clicking this button opens the Create link dialog. Here you enter the order number of the order to be linked. You can also specify whether the link should be visible in both orders, only in the current order or only in the linked order (target order).

Difference to ITIL linking: In free linking, any order can be linked to any other. There are no reports for the links. With ITIL linking, there is a 1:n relationship between "master" and "slave", i.e. a "master" (e.g. problem) can be linked to any number of "slaves" (e.g. incidents), but not "masters" among themselves. There are corresponding evaluations for the ITIL links in the module tab Reports.

Note: The creator of a link needs the access permission to both tickets. However, the later call of the linked ticket works even if this ticket is no longer in the access of the creator in the meantime.

Note: Ticket linking is only available in the i-net HelpDesk Desktop Application for Supporters.

Access to all actions

For each action, e.g. "Edit", "Close", an access permission can be set. So there are "generally available" and "privileged" actions.

If this access permission is set on an action, the access to all actions permission is also required to perform the action.

For example, the Close action could be hidden to all Development resource members. These resource members can thus no longer close/end a ticket, but only forward it (action "Forward"), e.g. to the resource "Tester".