Allowed Actions
Here, you can define which actions the user or group can perform. All members receive their allowed actions from the group or resource.
The list of actions is managed in the Configuration module.
Validity/Effectiveness
Many actions apply only in certain situations/states of a ticket for specific users.
Each user can only ever take one role to a specific ticket, depending on permissions, resource memberships, and ticket state. If no role applies, there is also no access to the ticket and no action can be executed.
The following roles are distinguished:
End user - this is the ticket owner, the person who created the ticket or whose issue it is about. An end user can only see and, if necessary, change their own tickets. An end user has no other permissions in terms of ticket editing
Supporter - any user whose permissions to edit tickets exceed those of the end user.
Dispatcher - these are users with the Dispatcher permission. If the ticket is a request they can process it and authorize (i.e. assign) it to the responsible resource. When using automatic authorization, this role may not be needed.
Resource member - these are users who belong to a resource and have at least read access to that resource - or if they have the Read all tickets permission. Resource members with write access to a resource, or the Write all tickets permissions, edit and complete the ticket by performing actions allowed for Resource Members.
Note: If a user has created their own ticket, and it has been authorized to the resource they are a member of, then the user is considered a Resource Member, not an End User. Any special features for resource members then apply as well.
Analogous to permissions, allowed actions are additive, i.e. an action allowed by any membership is not revoked by another membership in which that action is not allowed.
All allowed actions have a global effect. This means that no matter by which group or resource the action was allowed for a user, the user is then allowed this action in all groups or resources. It is not possible to allow one user to do something in one resource A and not in another resource B.
Either two or three pieces of information are displayed for each individual action:
The checkbox explicitly allows this action for the user or group
Inheritance is displayed for users only and means that this action was allowed by a group of the user.
The addition GRANTED
means that this action is available to the user or group, either directly or inherited.
To find out for a user which group(s) inherit an action, click the 'Open Inheritance Details' button in the dialog.
Actions for all users
The following actions are available for all users (end users, resource members and dispatchers, see above):
Anlage manuell hinzufügen: Whether users can manually add additional attachments to the ticket. Regardless, attachments can always be added to steps of any type. If attachments are generally not desired, disable the attachment plugin.
Actions for Resource Members and Dispatchers
All other actions are only available for Resource Members or Dispatchers. They will also only be displayed if the current user is a Resource Member or Dispatcher, or the current group is not the end user group.
Actions for editing
The following actions are available for resource members and dispatcher when editing.
Autorisieren (Resource Member/Dispatcher): whether requests to a resource can be authorized. This is mostly only useful for Dispatchers. It has no effect on automatic authorization by email account, category, mail triggers or tickets created by end users. When resource members manually create tickets, they can authorize them directly if the action is allowed.
Action for changing field data
These actions restrict the fields that a Resource Member or Dispatcher can change in tickets.
Note: in the i-net HelpDesk Desktop application for supporters dispatchers can always change the fields of existing tickets.
Kategorie ändern, Kennung ändern, Klassifizierung ändern, Priorität ändern, Ticket-Feld ändern, Sollzeit ändern, Betreff ändern, ITIL ändern1) (Resource Member/Dispatcher): Whether the user can change the corresponding fields in existing tickets.
Organizational Actions
Organizational actions are special operations for Resource Members or Dispatchers.
Freigaben ändern (Resource Member/Dispatcher): Whether the user is allowed to give other users or groups access to a ticket, or modify that access. See
ticket sharing for additional information.
Tickets verknüpfen (Resource Member/Dispatcher): This permission allows "free linking" of any tickets using the Ticket Extension
Links.