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.
  • 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:

  • Define ITIL types: allows defining additional ITIL types

Inventory

  • Access to Inventory: enables read access to the data of the inventory
  • Edit Assets: users can edit their own asset entries and add, copy, move or delete assets and sub-assets.
  • Access to Assets of All Users: enables the user to manage all assets in the inventory.

Note: Resource staff and dispatchers who do not have permission to the Inventory application will have read-only access to the data in the Ticket application extension.

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

  • Define Templates: This option allows dedicated access to the configuration, "Quick Tickets", "Mail Templates", "Autotexts" and "Processes" can be defined, edited and published for all users with this authorization. This permission can also be used to adjust the Ticket Values, e.g. Priorities, Categories etc.