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Access Policy

Ticketing > Access Policy

  • This page applies to the following products: On Premises, Kaseya Advanced, Kaseya Essentials, IT Center

The Access Policy page determines who can edit and/or display fields in tickets. Independent policies can be set for each user role and for all machine users. Machine users only see tickets assigned to their machine ID. Non-master role users only see tickets for scopes they are authorized to access.

Select user or user group

Before setting any other policy options, select <Users>, meaning all machine users, or a user role from the drop-down list.

Access Rights

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

  • Enable ticket delete - If checked, the selected user 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 user role can edit existing notes or modify the summary line.

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

  • Enable associate ticket with editing - If checked, enables the selected user 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 user role can modify the ticket due date.
  • Enable suppress email notifications when editing trouble tickets - If checked, the selected user role can suppress email notifications when modifying an existing ticket.
  • View hidden notes - If checked, the selected user role can view hidden notes.

    Note: Hidden notes can never be viewed by users.

  • Change hidden notes status checkbox - If checked for the selected user 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 user role, notes are automatically inserted whenever any ticket field changes.
    • As hidden note - If checked for the selected user 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 - Suppresses the adding of an automatic note when ticket properties are changed and no manual note is added.
  • Define access to each ticket field - Defines access to each field for the selected user 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.