Permissions

Ticket

Here is detailed information about ticket permissions. The following is a summary:

  • Dispatcher: gives a user the permissions to authorize tickets into resources. This permission can not be given to resources. Also enables the user to use the "Requests" module in the i-net HelpDesk Desktop Application for supporters.
  • Read all tickets: allows a user to read all tickets in i-net HelpDesk, regardless of the resource memberships. This permission can not be assigned for resources.
    • Edit all tickets: additionally allows the user to edit all tickets in the i-net HelpDesk, regardless of the resource memberships. This permission can not be assigned for resources.
  • Link tickets: allows to bundle tickets.

ITIL

Here is detailed information about ITIL permissions. The following is a summary:

  • Apply ITIL to tickets: allows applying ITIL types to tickets.
    • Access protected ITIL types: allows to use ITIL types that are marked as protected
  • Define ITIL types: allows to define additional ITIL types

Inventory

  • Access to the inventory: enables a users read access to the data of the inventory
    • Edit devices in the inventory: the user can edit existing entries and add, copy, move or delete devices and sub-devices.

Note: Resource staff and dispatchers who do NOT have permission to the Inventory module will have read-only access to the data in the "Inventory" tab in the ticket.

Reports

  • Report module: a user with this right gets the Reports module displayed. With this he has the possibility to call all reports of the i-net HelpDesk.

Administration

  • Options: allows the user to access the Options entry in the i-net HelpDesk Desktop Application for Supporters menu.
  • Define Templates: This option allows dedicated access to the menu commands "Define Workflow", "Message Window" and "Open Process Editor" in the i-net HelpDesk Desktop Application for Supporter. In the configuration, "Quick Tickets" can be defined and "Autotexts" can be edited and published for all users with this authorization.