Agents Permission(s)
1. Manage Agents in a Team
This permission will allow the user to access the Agents within the Team(s) they are part of under Service Desk > Manage > Teams. They will be able to do the following actions,
- Access Agents tab within the Team(s) they are part of.
- Add existing agents to the team(s).
- Add or Invite new Single or Multiple agents or Agents from Google Workspace to the team(s).
- Edit Agent profile within the Team.
2. Manage Assignment Groups in a Team
This permission will allow the user to access the Assignment Groups within the Team(s) they are part of under Service Desk > Manage. They will be able to do the following actions,
- Access Assignment Groups module
- Access Assignment groups tab within the Team(s) they are part of.
- Add or Create, Edit, Delete Assignment groups within the team(s) they are part of.
Assets Permission(s)
1. Manage Asset Types of a Team
This permission will allow the user to access and manage all the Asset Types associated with the team(s) they are part of under Service Desk > Product Catalog > Asset Types module. They will be able to do the following actions,
- Access Asset Types and Asset Fields sub modules under Product Catalog
- View, Create, Edit and Delete the Asset types associated with their team(s)
- View, Create, Edit and Delete the Asset fields associated with the Asset types that are accessible.
2. Manage Asset Models of a Team
This permission will allow the user to access and manage all the Asset Models associated with the team(s) they are part of under Service Desk > Product Catalog > Asset Models module.They will be able to do the following actions,
- Access Asset Models module under Product Catalog
- View, Create, Edit and Delete the Asset Models associated with their team(s)
3. Manage Assets in a Team
This permission will allow the user to access and manage all the Assets associated with the team(s) they are part of under Service Desk > Assets module. They will be able to do the following actions,
- Access Assets module within Service Desk.
- View, Create, Edit and Delete the Asset associated with their team(s).
Automate Permission(s)
1. Manage SLAs
This will allow the user to access and manage SLAs associated with the team(s) they are part of under Service Desk > Automate module. They will be able to do the following actions,
- Access Automate > SLA module within Service Desk
- View, Create, Edit and Delete SLAs associated with their team(s) for both Incidents and Service Requests.
2. Manage Smart Rules
This will allow the user to access and manage Smart Rules associated with the team(s) they are part of under Service Desk > Automate module. They will be able to do the following actions,
- Access Automate > Smart Rules module within Service Desk
- View, Create, Edit and Delete Smart Rules associated with their team(s) for both Incidents and Service Requests.
3. Manage Canned Actions in a Team
This will allow the user to access and manage Canned Actions associated with the team(s) they are part of under Service Desk > Automate module. They will be able to do the following actions,
- Access Automate > Canned Actions module within Service Desk
- View, Create, Edit and Delete Canned Actions associated with their team(s) for both Incidents and Service Requests.
Forms Permission(s)
1. Manage Incident Forms
This will allow the user to access and manage Forms associated with the team(s) they are part of under Service Desk > Manage > Ticket Settings module. They will be able to do the following actions,
- View Forms module within Service Desk > Manage module.
- View, Create, Edit and Delete Forms associated with their team(s) for Incidents.
Knowledge Base Permission(s)
1. Manage Knowledge Base of a Team
This will allow the user to access the Knowledge Base module within the Service Desk. They will be able to do the following actions,
- Access Sections and Articles associated with the team(s) they are part of within the Knowledge Base module.
- View, Create, Edit or Delete the Sections
- View, Create, Edit or Delete External, Internal, Contact Group and Draft articles associated with their teams.
Notifications Permission(s)
1. Manage Team Notifications
This will allow the user to access the Notifications module within the Service Desk > Manage. They will be able to do the following actions,
- View and Access the Incident and Service Requests Notifications that are associated with their Teams they are part of.
- Enable or Disable the notifications for their respective teams.
Queues Permission(s)
1. Manage Personal Queues
This permission will allow the user to manage, create, edit or delete personal queues within the Service Desk.
2. Manage both Personal & Shared Queues
This permission will allow the user to manage, create, edit or delete both personal and shared queues within the Service Desk.
Service Catalog Permission(s)
1. Manage Catalog groups
This permission will allow the user to
- Manage the Catalog Groups under Service Desk > Service Catalog.
- View, create, edit, and delete catalog groups associated with the team they are part of.
2. Manage Catalog Items
This permission will allow the user to
- Manage the Catalog Items under Service Desk > Service Catalog.
- View, create, edit, and delete catalog items associated with the team they are part of.
Teams Permission(s)
1. Delete associated team
This permission will allow the user to delete the team(s) to which they are part of under Service Desk > Manage > Teams
2. Manage Team Properties
This permission will allow the user to edit the team(s) properties to which they are part of under Service Desk > Manage > Teams
Tickets Permission(s)
1. Manage Statuses
This permission will allow the user to access the statuses of the team(s) they are part of under Service Desk > Manage > Statuses. They can view, create, edit or delete both the incident and service request statuses that are associated with their team(s).