Roles and permissions
Track-It! is a HelpDesk application that provides access and permissions control for Self Service users, technicians, and groups.
Roles
The following table lists Track-It! roles and license types:
| Track-It! role | Business role | License | Additional information |
|---|---|---|---|
| Requestor | End users (Self Service users) | Named | Access 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. |
| Technician | HelpDesk agent | Concurrent or Named | All technicians have access to the Technician Web Portal. Administrators can deactivate technician accounts to revoke access but still 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. For example, if there are five concurrent licenses owned and five concurrent technicians logged in, the sixth concurrent technician who tries to log in is denied access until one of the other concurrent technicians logs out. |
| Administrator | System Administrator | Concurrent or Named | All technicians who have System Administration permission have full access to the Technician Portal and the Configuration module. We recommend giving the administrator a Named license to ensure they can always access the system. (2020 Release 03) If all the Named licenses assigned to technicians are consumed because of overallocation of licenses on the License Update page, then only system administrators with a Named license can log in to Track-It!, but only if they unassign an appropriate number of Named licenses after logging in. For more information, see Managing named licenses in Track-It! (2020 Release 03). |
| Group | Collection of Technicians | NA | This 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 accessible to technicians and groups:
| Item or area | Permission set for a "Technician" per group AND Permission set for a "Group". | Additional information | |||
|---|---|---|---|---|---|
| View | Create | Edit | Delete | ||
| Ticket | X | X | X | X | We recommend providing technicians with View permissions. |
| Ticket Notes | NA | NA | X | X | View and Create permissions are always in sync with the Ticket Module. |
| Assignment | X | X | X | X | We recommend providing technicians with View permissions. |
Assignment Notes | NA | NA | X | X | View and Create permissions are always in sync with the Assignment Module. |
| Attachment | X | X | X | X | We recommend providing technicians with View permissions. |
Solution | X | X | X | X | If View permissions are revoked, the Solutions module is not accessible to technicians when they log in with the selected Group. |
| Topic | NA | X | X | X | '-' Indicates that the permissions are always in sync with Solution Module. |
| Reports | X | X | X | X | If View permissions are revoked, the Reports module is not accessible to technicians when they log in with the selected Group. |
| Announcement | X | X | X | X | If View permissions are revoked, announcements are not accessible to technicians when they log in with the selected Group. |
| Requestor | X | X | X | X | We recommend providing technicians with View permissions. |
| Configuration | NA | NA | NA | NA | Access to configuration is limited to technicians who have the System Administration permission. |
| (2022 Release 01) Software License | NA | X | X | X | View permissions are always in sync with the Software Title module. If View permission in the Software Title module is revoked, then the Software License module is not accessible to technicians and groups. If Edit permission in the Software Title module is revoked, then Create, Edit, and Delete permissions for the Software License module are not accessible to technicians and groups. |
| (2022 Release 01) Software Title | X | X | X | X | If View permission is revoked, then the Software Title module and the Software License module are not accessible to technicians and groups. |
The following table lists activity-specific permissions to technicians and groups:
| HelpDesk Actions | Additional information |
|---|---|
| System Administration | Technicians with this permission have full access to the Technician Portal and the Configuration section. Important This permission is set for individual technicians only. |
| Can Close Tickets | Group or a Technician with this permission can close tickets |
| Can Close Assignments | Group or a Technician with this permission can close assignments. |
| Close Ticket with linked Assignments | These permissions can be set at a Group level only. |
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