Each user can be configured to have specific rights and abilities in your system. The User section is found on the left hand navigation menu.

Rights

  • Product Lines (Enterprise Only): This option can allow you to limit the users view to “Only specific Product Lines”. If this option is selected, you will be able to choose multiple Product Lines to associate to the user. Users will then only have visibility to the selected Product Lines and tickets with no Product association.
  • Ticket Rights: This option is only available to System Admins. Please note that in all cases, Users will always be able to see tickets that have been marked as Knowledgebase articles. Selecting from “Ticket Rights” will give you the following options:
    • All Tickets: User can see all Tickets in the system.
    • Only assigned Tickets: User can see only tickets that are assigned to them. Click here to learn more about managing tickets.
    • Only assigned and user’s groups: User can see only tickets that are assigned to them and are assigned in their Group and tickets that are not assigned to a Group (Group = Unassigned). Users with this setting can also see any ticket that is assigned to the Knowledgebase regardless of group. Click here to learn more about Groups.
    • Only assigned and tickets associated with specific customers: This will restrict the user to only see tickets that are specifically assigned to them, or that are associated with customers that this user has authorization to see. When you select this rights level, you will see a new box open below called “User Customers” – Add individual customers in this section that the user has the ability to see tickets related to. This option is good for Re-sellers.
  • Restrict User From Public Actions: This setting does not apply to users who are System Administrators. The default is “No”. If set to “Yes”, the user is restricted from creating a public action and from changing a private action to a public action on existing tickets. In order to remove the ability for a user to create public actions on new tickets, the setting “Visible to Customers in initially enabled for new actions”, which is a global setting, must also be set to “False” so that all newly created tickets will be initially private. Typically, when a user is restricted from making public actions, they are also restricted from changing ticket visibility. This option is controlled above with the “Can Change Ticket Visibility” setting.
  • Restrict User From Editing Any Actions: Allows/Disallows non-admin user from editing any actions, including the ones they have created. This might be necessary if you are concerned about change management for your users. The default is “No”.
  • Restrict User From Exporting Data: Gives users the right to export data from the Reporting module. Click here to learn more about Reporting.

Abilities

  • Actions-Pin: Allows a user to be able to pin an action to the top of a ticket.
  • Actions-Edit Any: Allows/Disallows non-admin users from editing other user’s actions. The default is “No”.
  • Assets-Create/Edit: Gives users the rights to create and edit Assets. Click here to learn more about Inventory Assets.
  • Community-Change Visibility: Gives users the rights to change the visibility of a Community post. Click here to learn more about Community.
  • Companies/Contact-Create/Edit: Can Create and Edit Companies and Contacts:* Gives users the rights to create and Edit Companies and Contacts. Click here to learn more about Customers.
  • Knowledge Base-Change Visibility: Gives users the rights to change the visibility of a Knowledge Base article. Click here to learn more about Knowledge Base.
  • Products/Versions-Create/Edit: Gives users the right to create and edit Products. Click here to learn more about Products.
  • Tickets-Change Visibility: Gives users the rights to change the visibility of a Ticket. Click here to learn more about Ticket visibility.
  • Tickets-Bulk Merge: Allows/Disallows users the ability to access the “Bulk Merge” feature from the Ticket Grid.

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