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Preferences by Role

Service Desk > Configure > Preferences by Role

The Preferences by Role page defines ticket preferences by user role. Preferences includes:

  • Email send delay
  • Color coding of tickets in the tickets selector table.
  • Selection of columns in the tickets selector table.
  • Field permissions in the ticket editor by user role and service desk definition.

Preferences by Role can be overridden by Preferences by User.

General tab

Click a row in the middle panel, then click Edit to display the Change Ticket Preferences for Role window.

General tab > Role Properties tab

Misc. Preferences

  • Email Send Delay (Mins) - Pending email notification of selected tickets can be stopped using Stop Notification in Tickets. This option is used in conjunction with Email Send Delay in Preferences by Role and Preferences by User. For example, if Email Send Delay is set to 5 minutes for the role you are using, then you have 5 minutes to cancel any emails that are pending for a ticket using Stop Notification. Applies to ticket rows displaying a Word 60% / HTML 100% icon in the icon column of the ticket table. Stop Notification only stops currently pending email.

Color Preferences

Set the color codes for ticket rows displayed in tickets tables, based on a Date Range benchmark. Available benchmarks include:

  • Last Date Modified - The date the ticket was last modified.
  • Due Date - The due date of the current stage of a ticket. The due date for the current stage of a ticket can only be used if a goal procedure is linked to that stage using the Definitions > Processing > Stage > Procedures tab.
  • Creation - The creation date of the ticket.

For the selected date range benchmark you can select three colors:

  • For tickets older than this number of days - Enter the number of days before the selected date range benchmark to color code tickets. Use the color picker to select a color. For example, you might want to color code the oldest tickets as red.
  • For tickets between - Use the color picker to select a color. For example, you might want to color intermediate tickets as yellow.
  • For tickets newer than this number of days- Enter the number of days after the selected date range benchmark to color code tickets. Use the color picker to select a color. For example, you might want to color recent tickets as green.

General tab > Ticket Columns tab

Select the columns displayed in the ticket selector table and the order they are displayed.

  1. Use Ctrl+Click or Shift+Click to select multiple items in the left-hand listbox.
  2. Click the right arrow button to move them to the right hand listbox.
  3. Re-order the display of columns in the right-hand listbox by clicking the up arrow or down arrow buttons.
  4. Click Save to save your ticket column preferences.

Note: Adhoc changes you make to column selections in the Tickets table are always remembered, even between sessions. To reset column selections back to Preferences by Role settings, click the Defaults button in System > Preferences. This resets all your user preferences throughout the VSA back to their default settings.

Permission Sets tab

VSA users using a role linked to the Service Desk Administrators role type can see and work with any field in any ticket editor or KB article editor. Master role users also always have complete field permission access, regardless of roletype assignment.

For VSA users using roles linked to the Service Desk Technicians role type, field permissions determine what fields a user can view or edit within the ticket editor or KB article editor. Typical permissions include: Editable, View Only, Hidden, or Required. Field permissions are defined for each combination of service desk (or knowledge base) and user role (or machine role).

These permissions are initially set by editing template, when a service desk definition is first associated with a role. You can change the field permissions to suit the business requirements of each role. You associate roles with service desk definitions—and set field permissions—using Preferences by Role or the Definitions > Access > Roles tab.

You can specify a different editing template from the default editing template, for each combination of role and service desk. The default editing template for all roles working with a service desk is specified in the Service Desk > Definitions > Properties > General Info tab.