User Memberships


What a user can see and do can be influenced by their Memberships within larger entities. You can add a user to a number of other entities, including:

Entity Description
Organization Primary organizational unit (companies, subsidiaries, etc.)
Department Functional unit (accounting, administration, marketing, IT, etc.)
Location Physical/geographic unit (cities, sites, buildings, offices, rooms, etc.)
Group(s) Role-based unit (end users, managers, technicians, etc.)

These entities structure the user base to provide the overall framework for capturing and reporting information related to users and issues within your system.

Users and organizations are the only entities required in all systems since every issue must have a submitting user and every user must belong to an organization. The use of departments, locations, and/or groups is optional.

Using entities to influence a user’s experience is also optional. For example, users that belong to a certain organization may see a different Site Title and Site Colors. Users that belong to a certain department may see only issues submitted by or assigned to other members of their department. Users that belong to a certain group may see additional Quick Picks, Issue Types, and Tasks that cannot be seen by other users.

The table below shows the field and object filters that can be controlled at the entity level.

You can define user access to specific... Based on Organization Based on Department Based on Location Based on Group
Issue Types & Subtypes
Quick Picks
Global Issues
Knowledge Base Articles
Site Title and Logos
Site Colors

As you decide which entities to use in your system, keep in mind that how the system responds to issues can be automated based on these values. This includes Auto Assignments, Email Distribution Lists, Escalation Rules, Service Contracts, and Service Level Agreements.