Roles and permissions

Track-It! is a HelpDesk application that provides access and permissions control for Self Service users, technicians, and groups.

The following topics are provided:


Roles

The following table lists Track-It! roles and license types:

Track-It! roleBusiness roleLicenseAdditional information
RequestorEnd users (Self Service users)NamedAccess to Self Service is controlled through the requestor account settings in configuration. An administrator can grant Self Service access for a specific requestor by selecting the appropriate check box for their account. By default, all requestors have access to their own tickets. Administrators have an option to configure requestors access to allow visibility of tickets submitted by other users for their location or department as well.
TechnicianHelpDesk agentConcurrent or NamedAll technicians are granted access to the Technician Web Portal. Administrators can deactivate technician accounts to revoke access but yet keep the record in the system for record keeping purposes. Technicians who are assigned the Named license have a dedicated license and can access the Technician Portal at any time. Technicians without a Named license are considered concurrent users and are limited based on the number of concurrent licenses owned. If there are 5 concurrent licenses owned and 5 concurrent technicians logged in, the 6th concurrent technician who tries to log in will be denied access until one of the other concurrent technicians logs out.
AdministratorSystem AdministratorConcurrent or NamedAll technicians who have System Administration permission receive full access to the Technician Portal and the Configuration module. It is recommended that the administrator be provided with a Named license to ensure they can always access the system.
GroupCollection of TechniciansNAThis role is a logical grouping of technicians. A technician can belong to a single group or multiple groups and can have different permissions for each group. Technician-specific permissions override group-level permissions.

Permissions

Track-It! provides permissions to various modules, items, and actions that can be controlled at a Group level or at an individual technician level. The following table lists the Permissions access provided to  technicians and groups: 

Item or area

Permission set for a "Technician" per group

AND

Permission set for a "Group".

Additional information
ViewCreateUpdateDelete
TicketXXXXA best practice is to provide technicians with View permissions
Ticket Notes--XX'-' Indicates that the permissions are always in sync with the Ticket Module
AssignmentXXXX A best practice is to provide technicians with View permissions

Assignment Notes

--XX'-' Indicates that the permissions are always in sync with the Assignment Module
AttachmentXXXX A best practice is to provide technicians with View permissions

Solution

XXXXIf View permissions are revoked, Solutions module is not accessible for technicians when they log in with selected group
Topic-XXX'-' Indicates that the permissions are always in sync with Solution Module
ReportsXXXXIf View permissions are revoked, Reports module is not accessible for technicians when they log in with selected group
AnnouncementXXXXIf View permissions are revoked, announcements are not accessible for technicians when they log in with selected group
RequestorXXXX It is recommended to provide the View permissions for technicians
ConfigurationNANANANAAccess to configuration is limited to technicians that have the System Administration permission


The following table lists activity-specific permissions to technicians and groups:

 HelpDesk ActionsAdditional information
System Administration

Technicians who have this permission have full access to the Technician Portal and the Configuration section.

Important: This permission is set for individual technicians only.

Can Close TicketsGroup or a Technician who has this permission can close tickets
Can Close AssignmentsGroup or a Technician who has this permission can close assignments.
Close Ticket with linked AssignmentsThis permissions can be set at a Group level only.

Related topics

 Creating and managing groups

Creating and managing technicians

Creating and managing requestors

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