User Permissions

Information

How users can interact with the system and what they can see and do is defined primarily by their Permissions. Permissions can be:

  • Applied from a default User Template based on how the record is created.
  • Copied from an existing user or user template through Cloning.
  • Inherited through one or more Groups.
  • Selected directly on a user record.

Permissions

Parameter-based Permissions:

  • Active: interact with your Issuetrak system through other users and/or email. With Can Log In, they can also interact through your Issuetrak Website.
  • Can Log In: login to your Issuetrak Website.
  • Sys Admin: view the Administration menu option and view/use ALL of its sub-menu options. They can also view the Billing, Asset Management and Surveys menu options and view/use all of their sub-menu options when these modules are activated. Regardless of membership within an Organization or Department marked Internal, they can also view ALL issues in the system in any of their reporting mechanisms.
  • Show Debug: view specific information when needed by Issuetrak Technical Support. This should only be selected if specifically requested by Issuetrak Technical Support.
  • No AD Authentication: with Can Log In, login to your Issuetrak Website without Active Directory authentication when the Active Directory Module is activated.

Agent Permissions:

  • Can assign issues: manually assign issues to users/groups with Can be assigned issues.
  • Can be assigned issues: manually and automatically be assigned issues. With Activate link allowing self assignment of next available issue in unassigned queue, they can use a link on the My Issues screen to assign unassigned issues to themselves without Can Assign Issues.
  • Can submit issues on behalf of other users: submit issues in which they are the Enterer and another user is the actual Submitter.
  • Can access and maintain Administration functions: except for License Key and System Settings, view the Administration menu option and view/use all of its sub-menu options. Regardless of membership within an Organization or Department marked Internal, they can also view ALL issues in the system in any of their reporting mechanisms.
  • Can assign Next Action: manually assign Next Actions to users/groups with Can be assigned Next Action.
  • Can be assigned Next Action: manually and automatically be assigned Next Actions.

Administration Permissions:

  • Can access and maintain Billing Module functions: view the Billing menu option and view/use all of its sub-menu options when the Billing Module is activated.
  • Can access and maintain Asset Management Module functions: view the Asset Management menu option and view/use all of its sub-menu options when the Asset Management Module is activated.
  • Can access and maintain Surveys Module functions: view the Surveys menu option and view/use all of its sub-menu options when the Surveys Module is activated.
  • Can access and maintain all Projects: view/add/edit any Project, including those marked Exclusive.

Data Access Permissions:

  • Allowed Read Only access to Administration information: except for License Key and System Settings, view the Administration menu option and view/use limited sub-menu options related to existing Administration information. Regardless of membership within an Organization or Department marked Internal, they can also view ALL issues in the system in any of their reporting mechanisms.
  • Allowed Read Only access to Asset Management information: view the Asset Management menu option and view/use limited sub-menu options related to existing Asset Management information when the Asset Management Module is activated.
  • Can view and add Private Notes in issues: view Notes marked Private in issues, email notifications and any of their reporting mechanisms. They can also add Private Notes on issues.
  • Can view and enter content in Private Optional Fields: view User Defined Fields marked Private in issues, email notifications and any of their reporting mechanisms. They can also select/enter values for Private User Defined Fields on issues.
  • Can view and select from Private Quick Picks when submitting issues: view/select Quick Picks marked Private on the Submit Issue screen.
  • Can view Assigned To information in issues and email notifications: view Assigned To and Next Action field and value in issues, email notifications and any of their reporting mechanisms.
  • Can view issues submitted by other users: except for issues filtered by membership within an Organization and/or Department marked Internal, view issues in which they have no role in any of their reporting mechanisms.
  • Can view Private Knowledge Base Articles: view Knowledge Base Articles marked Private.
  • Can add, edit and delete Knowledge Base Articles: add/edit/delete Knowledge Base Articles. With Can view Private Knowledge Base Articles, they can also add/edit/delete Knowledge Base Articles marked Private.
  • Can add, edit and delete Knowledge Base Categories and Sub Categories: add/edit/delete Knowledge Base Categories and Subcategories.
  • Can add, edit and delete Special Table records: add/edit/delete Special Table records when the Special Table feature is activated.
  • Can change their own password: reset their Issuetrak password. If authenticated by AD, they can reset their Active Directory password when the Active Directory Module is activated.

Workflow Permissions:

  • Can be assigned Tasks: manually and automatically be assigned Tasks.
  • Can view Tasks in issues: view Task Manager details in issues, email notifications and any of their reporting mechanisms.
  • Can assign Tasks: manually assign Tasks to users/groups with Can be assigned Tasks.
  • Can edit Tasks in issues: Edit task details for any task the user has access to

Data Access Permissions:

  • Can add Notes to closed issues: add Notes on issues after they have been closed.
  • Can close issues: close issues.
  • Can close issues: Limit to issues submitted by this user: close only issues user has submitted
  • Can delete issues and issue related attachments: delete issues and issue attachments.
  • Can edit issues: edit issues, including changing Class values.
  • Can enter Labor Hours when entering Notes/completing Tasks: add/edit Labor Hours for Notes and Tasks on issues.
  • Can enter Line Items from Billing Module in issues: add/edit/delete Line Items and view/print Work Orders on issues when the Billing Module is activated.
  • Can modify Closed Date in issues: edit Close Date on the Close Issue screen. Close Dates cannot be modified after issues have been closed.
  • Can modify First Response Time entered in SLA issues: edit First Response Time on SLA-related issues when the Service Level Agreements feature is activated.
  • Can select Priority when submitting and maintaining issues: select Priority on issues.
  • Can select Severity when submitting and maintaining SLA issues: select Severity on issues.
  • Can select Substatus when submitting and maintaining issues: select Substatus on issues.
  • Can view and select from Assets when submitting and maintaining issues: view/select Asset on issues.
  • Can view and select from Quick Picks when submitting issues: view/select Quick Pick on the Submit Issue screen.
  • Can modify submitted date when submitting Tickets: edit submitted date as issue is being entered

Reporting Permissions

  • Can add, edit and run shared Saved Searches: mark their Saved Searches Shared and edit Saved Searches created by other users marked Shared.
  • Can add, edit and run Report Writer Queries and Reports: view/use the Report Writer sub-menu option.
  • Can run built-in Summary Reports: view/use the Summary Reports sub-menu option

Email Permissions

  • Will receive an email notification on Escalation of ANY/ALL issues: be notified via email of every Escalation event.
  • Will receive email notification on Submission of ANY/ALL unassigned issues: be notified via email of every Submission event in which an Auto Assignment does not occur.
  • Will receive an email notification when Note Added to ANY/ALL issues: be notified via email of every Add Note event.

Applies To:

Issuetrak 9.9+