Define the tech permissions

Permissions determine which tickets techs can access and which actions they can perform. Web Help Desk includes default admin and tech permissions, but you can define other permissions that correspond to roles within your organization.

If your organization is implementing knowledge centered support, consider including the Approved FAQ Edit permission in the Default tech permission set. Granting this permission allows tech to update or correct FAQs as needed.

See the following sections:

About tech permissions

A tech's permissions are determined by the type of tech account and the set of permissions granted to the account.

Account type

Web Help Desk provides two account types for techs: Admin and Tech.

• Admin accounts provide unlimited access to all Web Help Desk functionality. All permissions are granted to admins.

• Tech accounts provide limited access to Web Help Desk functionality based on the tech's permissions.

Permissions

A named set of permissions is granted to each non-admin tech account. Web Help Desk provides a default set of tech permissions. You can edit the default permissions to meet your organization's needs.

You can also define other permission sets for specific roles within your organization. For example, you can define a permission set for senior techs to give them additional access (but not the unlimited access of an admin). Another permission set can be assigned to junior techs to restrict their access.

Create a new tech permission set

1. Log in as an administrator.

2. Click Setup and select Techs > Tech Permissions.

3. Click New.

4. In the Permissions tab, enter a name in the Permission Name box to identify the permission set.

5. Under Locate Permissions, specify whether techs can access tickets, assets, and clients for an assigned or managed company, location group, or department group.

   Option	Description
   Limit by Company	If checked, the tech can access tickets, assets, and clients for assigned or managed company locations only.
   Limit by Location Group	If checked, the tech can access tickets, assets, and clients for assigned or managed location group locations only.
   Limit by Department Group	If checked, the tech can access tickets, assets, and clients for assigned department group departments only.

6. Under Ticket Permissions, define what actions a tech can perform within a ticket.

   Option	Description
   View Dashboard	If checked, the tech can access the Tickets Dashboard.
   Limit to Assigned Tech Groups	If checked, the tech can access only tickets with request types in assigned tech groups. Leave this checkbox unchecked to allow the tech to access tickets with all request types.
   New Ticket Assignment Override	If checked, the tech has an option to override the normal ticket assignment logic and self-assign the ticket instead.
   Other's Ticket Status Edit	If checked, the tech can change the status of tickets assigned to other techs.
   Open Date Edit	If checked, the tech can change the open date of a ticket.
   Close Date Edit	If checked, the tech can change the close date of a ticket.
   Note Date Edit	If checked, the tech can change the date of note in a ticket.
   Due Date Edit	If checked, the tech can change the due date of a ticket.
   Request Detail Edit	If checked, the tech can change the request details of a ticket.
   Client Note Edit	If checked, the tech can change client notes in a ticket.
   View/Create Hidden Notes	If checked, the tech can view and edit hidden notes in a ticket.
   Allow Re-Assignment	If checked, the tech can reassign their tickets to other techs.
   Change Priority	If checked, the tech can change the priority assigned to a ticket.
   Close Tickets	If checked, the tech can change the ticket status to Closed.
   Delete Tickets	If checked, the tech can delete tickets.
   Import Tickets	If checked, the tech has access to the Setup > Data Import > Import Tickets screen and can use it to import tickets.
   Task Edit	If checked, the tech has access to Setup > Tickets > Tasks and can create or edit ticket tasks.
   Action Rule Edit	If checked, the tech can edit action rules for tickets.
   Allow Access To E-mail Files	If checked, the tech will see an email icon next to ticket history entries that were added as a result of an email that was sent to the Web Help Desk inbox. Clicking the icon downloads the .eml file that resulted in a client note, a tech note, or the request detail.

7. Under Client Permissions, specify whether a tech can edit client profile data, delete client records, access the import clients module, or download a client TSV file.

   Option	Description
   Edit Clients	If checked, the tech can edit client profile data. Checking this permission makes the Delete Clients and Import Clients options available. Client Permission levels, which are set in Setup > Clients > Client Options > Client Permissions, do not affect this option. Techs can either edit all client fields or none at all.
   Delete Clients	If checked, the tech can delete client records. (This option is available only if Edit Clients is checked.)
   Import Clients	If checked, the tech has access to Setup > Data Import > Import Clients and can import client records. (This option is available only if Edit Clients is checked.)
   Download Client TSV File	If checked, the tech can download client lists as TSV files.

8. Under Asset Permissions, specify whether a tech can view and edit assets and associated elements.

   Option	Description
   View Assets	If checked, the Assets tab is visible to the tech, and the tech can search for assets and view asset details.
   Edit Assets	If checked, the tech can edit asset records. Checking this permission makes the Create Assets, Import Assets, Delete Assets, and Attachment Edit options available.
   Manage Reservations	If checked, the Tech will be able to create, modify, and delete asset reservations for clients for any assets that are marked as Reservable. A Reserved Assets option is available under the main Assets option.

9. Under Other Permissions, define the options that enable techs to edit locations, manage parts, edit and import FAQs, work with reports and surveys, view hourly billing rates, and create and edit new and existing FAQs for all categories.

10. Click Save.

Assign techs to a permission set

After defining the permissions, assign techs to the permission set. Each tech can be assigned to only one permission set. When you assign a tech to a new permission set, the tech is automatically removed from the previous permission set. For example, if you create a permission set called Senior Tech and you add a tech who was previously assigned to the Default permission set, that tech is automatically removed from the Default permission set.

1. Click Setup > Techs > Tech Permissions.
2. Click the name of the permission set to open it.
3. Click the Assigned Techs tab.

4. Select the techs who will have these permissions.

5. Click Save.