Access Policy

Ticketing > Access Policy

Access Policy determines who can edit and/or view fields in trouble tickets. Only Master Administrators can set this policy. Independent policies may be set for each Administrator Group and Users. Users only see trouble tickets assigned to their machine ID. Standard administrators only see tickets assigned to machine IDs that are part of group IDs they have rights to access.

Select user or administrator Group

This drop down control lists < Users > and all administrator groups. Select the group you wish to set a policy for here.

Enable ticket delete from the view summary table

Checking this box lets the selected administrator group delete entire tickets by clicking the icon on the view summary page.

Enable ticket edit to modify or remove notes.

Checking this box lets the selected administrator group edit existing notes.

Note: Adding new notes is always enabled for all administrator groups

Enable due date edit when editing trouble tickets

Checking this box lets the selected administrator group modify the ticket due date.

Enable suppress email notifications when editing trouble tickets.

Checking this box lets the selected administrator group suppress email notifications when he modifies an existing ticket.

View hidden notes.

This checkbox specifies whether or not hidden notes may be viewed by this administrator group.

Note: Hidden notes are never viewable by users.

Change hidden notes status checkbox.

This checkbox enabled the Hide checkbox at the far right edge of each ticket note. Toggling the hidden checkbox makes a note hidden or not.

Automatically insert new note with every field change

Check this box to enable automatic note insertion to record all ticket field changes.

As hidden note

Check this box to make all automatic notes added as hidden. This policy only has an effect if "Automatically insert new note with every field change" is checked.

Define access to each ticket field

Access to each field, created in Edit Fields, may be defined here. Three levels of access may be specified.

• Full Access - Can view and modify this field in every ticket.
• View Only - Can see but not change the value of this field.
• Hidden - Hidden fields are not shown to the selected administrator group.

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