Service Desk security settings

About this setting

The settings in this section of the Service Desk permissions category allow you to define access and edit controls for Tickets, Ticket Notes, and Service Calls.

The following conditions apply to the access levels that you assign.

Tickets

• View: This setting determines which tickets you can see on New and Edit ticket pages, lists and tables, reports, and dashboards.
  • All: This setting is the default for security levels that have access to the Service Desk. You can see all tickets in the system.
  • Mine + Organizations: This setting also includes tickets for organizations that you have permission to view. If the security level has None permission for Organization & Contact Access, then the Mine + Organizations Ticket View permission will still give you access to tickets where you are an assigned resource. You will also have access to tickets for organizations for which you are the account manager or a member of the account team.
    
  • Mine: You can only see tickets where you are a primary or a secondary resource. This setting is the default for security levels that do not have access to Service Desk.
• Add: Yes or No: You can either add tickets or not.
• Edit: Yes or No: You can edit all tickets to which you have access, or you can edit no tickets. Note that users without Edit permissions can still modify the Ticket Title, Description, Queue, Primary and Secondary Resources via the Forward/Modify page, and they can merge or absorb tickets.
• Delete:
  • All: This setting is the default for all security levels with access to Admin. You can delete all tickets.
  • Creator: This setting is the default for all security levels that do not have access to Admin. You can only delete tickets that you created.
  • None: You cannot delete any tickets.

Ticket Notes

• Edit:
  • All: This setting is the default for all security levels with access to Admin. You can edit all ticket notes.
  • Mine: This setting is the default for all security levels that do not have access to Admin. You can edit only ticket notes that they created.
  • None: You cannot edit any ticket notes.
• Delete:
  • All: This setting is the default for all security levels with access to Admin. You can delete all ticket notes.
  • Mine: This setting is the default for all security levels that do not have access to Admin. You can delete only the ticket notes that you created.
  • None: You cannot delete any ticket notes.

Service Calls

• View: Determines what service calls you can see on New and Edit Service Call pages, lists and tables, reports, and dashboards.
  • All: This setting is the default for security levels that have access to Service Desk. You can see all service calls in the system.
  • Mine + Organizations: This setting also includes service calls for organizations that you have permission to view. If the security level has None permission for Organization & Contact Access, then the Mine + Organizations Service Call View permission will still give you access to service calls with tickets where you are an assigned resource plus access to service calls with tickets for organizations for which you are the account manager or member of the account team.
  • Mine: You can view service calls where you are an assigned resource. This setting is the default for security levels that do not have access to Service Desk.
• Add and Edit: Yes or No: You can either add or edit service calls or not. YES will be the default setting for users who have a Ticket View permission = All or access to Dispatcher’s Calendar. NO will be the default setting for users who do not have a Ticket View permission = All or access to Dispatcher’s Calendar.
• Delete:
  • All: (Default setting for all security levels with Ticket View permission = All or access to Dispatcher’s Calendar) You can delete all service calls.
  • Mine: (Default setting for all security levels that do not have Ticket View permission = All or access to Dispatcher’s Calendar) You can delete service calls where you are an assigned resource or where you have access to the organization associated with the service call.
  • None: You cannot delete any service calls.

Charges and Expenses

• Add:
  • Yes: Users can add charges or expenses.
  • No: Users cannot add charges or expenses.
• View, Edit or Delete:
  • All: Users can view, edit or delete charges or expenses on all items they have access to.
  • Mine: Users can view, edit or delete charges or expenses they have added themselves.
  • None: Users cannot view, edit or delete charges or expenses.

IMPORTANT  For resource who have access to Approve & Post permissions, the View, Create, Edit, and Delete permissions will be overridden by the access to Approve & Post. This means that a resource who may not otherwise be allowed to edit a Charge or Expense would be able to do so via the Approve & Post permission.

The listed settings are enabled by default for the following system security levels:

Security Level
Tickets	View	Add	Edit	Delete
Co-managed Help Desk	Mine + Organizations	Yes	Yes	None
Minimal Access	Mine	No	No	None
Time & Attendance	Mine	No	No	None
Team Member	All	Yes	Yes	None
Contractor	Mine	No	No	None
Private CRM	Mine + Organizations	Yes	Yes	None
Sales	All	Yes	Yes	Creator
Service Desk User	All	Yes	Yes	Creator
Project Manager	All	Yes	Yes	Creator
Dashboard User	All	No	No	None
Manager	All	Yes	Yes	All
System Administrator, Full Access User	All	Yes	Yes	All
API User	All	Yes	Yes	All
Ticket Notes	View	Add	Edit	Delete
Co-managed Help Desk			Mine	None
Minimal Access			None	None
Time & Attendance			None	None
Team Member			Mine	None
Contractor			Mine	None
Private CRM			Mine	Mine
Sales			Mine	Mine
Service Desk User			Mine	Mine
Project Manager			Mine	Mine
Dashboard User			None	None
Manager			All	All
System Administrator, Full Access User			All	All
API User			All	All
Service Calls	View	Add	Edit	Delete
Co-managed Help Desk	Mine + Organizations	Yes	No	None
Minimal Access	Mine	No	No	None
Time & Attendance	Mine	No	No	None
Team Member	All	Yes	No	None
Contractor	Mine	No	No	None
Private CRM	Mine + Organizations	No	No	None
Sales	All	No	No	None
Service Desk User	All	Yes	Yes	None
Project Manager	All	Yes	Yes	All
Dashboard User	All	Yes	Yes	All
Manager	All	Yes	Yes	All
System Administrator, Full Access User	All	Yes	Yes	All
API User	All	Yes	Yes	All

Charges & Expenses	View	Add	Edit	Delete
Co-managed Help Desk	Mine	Yes	Mine	None
Minimal Access	All	Yes	All	All
Time & Attendance	All	Yes	All	All
Team Member	All	Yes	All	All
Contractor	All	Charges: No, Expenses: Yes	None	None
Private CRM	All	Yes	All	All
Sales	All	Yes	All	All
Service Desk User	All	Yes	All	All
Project Manager	All	Yes	All	All
Dashboard User	All	Yes	All	All
Manager	All	Yes	All	All
System Administrator, Full Access User	All	Yes	All	All
API User	All	Yes	All	All

About this setting

By default, all users view a ticket using its assigned category, the Ticket's Ticket Category. But not all user groups need to see the same information. You may want to hide certain fields that are visible to accountants from co-managing users and technicians. This can be configured at the security level. The Render all Tickets as Ticket Category setting allows you to present tickets to users with the selected security level using a different ticket category, without changing the actual ticket category for other users.

NOTE  In addition to using this category to reduce which fields are visible on the ticket, you should also make sure the fields that do appear have the appropriate selections available. Review all visible fields where users select a value from a list (queues, work types, issues, etc.) to make sure the Available List Values do not include more selections than the original ticket category would have.

If a category other than the Ticket's Ticket Category is selected here, the following happens:

• Users with this security level will only be able to view the tickets in the assigned category.
• They will be prevented from assigning a different category on the Forward/Modify Ticket page.
• The Available Ticket Categories when Creating or Editing Tickets will be disabled. No other categories will be available.

To select the ticket category that will be used to render all tickets for this security level, click the dropdown menu and select a category.

NOTE  The RMA ticket category is not available for selection.

IMPORTANT  If the ticket category specified as the Render as category for this security level is deleted, then users with this security level will begin seeing all tickets rendered in each ticket's assigned category.

The listed settings are enabled by default for the following system security levels:

Security Level	Option
Co-managed Help Desk	[Ticket's Ticket Category]
Minimal Access	[Ticket's Ticket Category]
Time & Attendance	[Ticket's Ticket Category]
Team Member	[Ticket's Ticket Category]
Contractor	[Ticket's Ticket Category]
Private CRM	[Ticket's Ticket Category]
Sales	[Ticket's Ticket Category]
Service Desk User	[Ticket's Ticket Category]
Project Manager	[Ticket's Ticket Category]
Dashboard User	[Ticket's Ticket Category]
Manager	[Ticket's Ticket Category]
System Administrator, Full Access User	[Ticket's Ticket Category]
API User	[Ticket's Ticket Category]

About this setting

NOTE  This setting is disabled for users whose security level renders all tickets as a specific ticket category.

This setting lets you determine which ticket categories are available to users with this security level when they create or edit tickets. Users will still be able to view tickets in other categories; they will not render differently. The users themselves will only be able to assign the ticket categories that are available to them.

By default, all ticket categories are available. To edit the setting:

1. Click the Editicon. The Select Available Ticket Categories dialog box will open.
   

2. Use the arrows to move a ticket category between the Available and Not Available pane.
3. Click OK.

The listed settings are enabled by default for the following system security levels:

Security Level	Option
Co-managed Help Desk	All
Minimal Access	All
Time & Attendance	All
Team Member	All
Contractor	All
Private CRM	All
Sales	All
Service Desk User	All
Project Manager	All
Dashboard User	All
Manager	All
System Administrator, Full Access User	All
API User	All

About this setting

All security levels allow users to:

• Add checklists from the checklist library to tasks or tickets they create or can edit.
• View and complete checklist items.
• Uncomplete checklist items they completed themselves.

You can assign the following additional permissions for ticket checklists. They are independent of each other.

Can add/edit Library Checklists

Users with this permission have access to the Checklist Library. They can do the following:

• Save checklists to the library from a ticket or form template.
  
• Create ticket checklists in the library, and edit existing library checklists.

Can delete Library Checklists

Users with this permission have access to the Checklist Library. They can do the following:

• Delete ticket checklists from the Checklist Library.

NOTE  Users without Projects or Service Desk Admin permission can access the Checklist Library from > Admin > Application-wide (Shared) Features.

Can add/edit items

Users with this permission can add and edit checklists on tickets they have Edit permissions for, specifically:

• Add items to a ticket checklist.
• Edit items in the checklist.
• Reorder and copy items within the checklist.

Can delete/uncomplete items

Users with this permission can:

• Uncomplete checklist items completed by anyone.
  
• Delete items from the checklist on a ticket.

NOTE  Note that if the checklist entity is Task & Ticket, you must have delete permission for both task and ticket checklists.

The listed settings are enabled by default for the following system security levels:

Security Level	Can add/edit Library Checklists	Can delete Library Checklists	Can add/edit items	Can delete/uncomplete items
Co-managed Help Desk
Minimal Access
Time & Attendance
Team Member
Contractor
Private CRM
Sales
Service Desk User
Project Manager
Dashboard User
Manager
System Administrator, Full Access User
API User