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Access Policy

Ticketing > Access Policy

The Access Policy page determines who can edit and/or display fields in tickets. Independent policies can be set for each administrator role and for all users. Users only see tickets assigned to their machine ID. Standard administrators only see tickets for group IDs they are authorized to access.

Select user or administrator group

Before setting any other policy options, select <Users> or an administrator role from the drop-down list.

Access Rights

The following access rights apply to all users or to a selected administrator role, as specified using Select user or administrator group.

  • Enable ticket delete - If checked, the selected administrator role can delete entire tickets using the Delete/Archive page.
  • Enable ticket edit to modify or remove notes or modify summary line (Adding new notes is always enabled) - If checked, the selected administrator role can edit existing notes or modify the summary line.

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

  • Enable associate ticket with editing - If checked, enables the selected administrator role to edit the machine ID or group associated with a ticket.
  • Enable submitter information editing - If checked, enables submitter information to be edited.
  • Enable due date edit when editing trouble tickets - If checked, the selected administrator role can modify the ticket due date.
  • Enable suppress email notifications when editing trouble tickets - If checked, the selected administrator role can suppress email notifications when modifying an existing ticket.
  • View hidden notes - If checked, the selected administrator role can view hidden notes.

    Note: Hidden notes can never be viewed by users.

  • Change hidden notes status checkbox - If checked for the selected administrator role, notes display a Hide checkbox at the far right edge of each ticket note. Toggling the Hide checkbox makes a note hidden or not hidden.
  • Automatically insert new note with every field change - If checked for the selected administrator role, notes are automatically inserted whenever any ticket field changes.
    • As hidden note - If checked for the selected administrator role, automatic notes are added as hidden notes. This policy only applies if Automatically insert new note with every field change is checked.
    • Allow admin to suppress auto note add -
  • Define access to each ticket field - Defines access to each field for the selected administrator role. Fields are created using Edit Fields. Three levels of access are possible:
    • 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.