Role (Access right for staff):

When it comes to real-time use of helpdesk, you might have to restrict your staff with different access rights.

Let's say an Admin can have access to all settings or a manager can have access to all departments whereas a staff can view only issue or queries assigned to them.

So if you are looking for something similar then its possible using Role, where you are just creating a role and allowing certain access rights and then you just need to define staff to a particular role and automatically all access right defined for this particular role would be assigned to a staff member.

Also, the access right can also be used as a security parameter which can be used to allow access as per the roles.

Add Role :

Admin settings >> Users >> Role

Title:
The name of the role is to be specified here.

Incidents/Service catalog:

You can provide access for all the settings related to the incidents from here. Fields for which you can provide the access rights are as given below:

View incidents -

All incidents: Here you can provide the access rights to view all the incidents in the system.

Self-assigned: Here you can provide the access rights to view the self-assigned incidents in the system.

Nobody and self-assigned: Here you can provide the access rights to view the self-assigned as well as the unassigned incidents in the system.

Permissions:

Open new ticket:
The setting for the role access can be implemented whether to allow or restrict the staff to open the new incidents.

Move tickets to any department:
The setting for the role access can be implemented whether to allow or restrict the staff to move the incidents to any department.

Forward ticket:
The setting for the role access can be implemented whether to allow or restrict the staff to forward incidents.

Reply/ Reply all ticket:
The setting for the role access can be implemented whether to allow or restrict the staff to reply or to reply all incidents.

Move to trash:
The setting for the role access can be implemented whether to allow or restrict the staff to move the incidents to the trash.

Delete ticket:
The setting for the role access can be implemented whether to allow or restrict the staff to delete the incidents.

Merge ticket:
It will decide whether the staff will have permission to merge the particular incidents or not.

Change properties:
It will decide whether the staff will have the authority to change the properties of the incidents or not.

Delete ticket post:
The setting for the role access can be implemented whether to allow or restrict the staff to delete the incidents post.

Edit ticket post:
The setting for the role access can be implemented whether to allow or restrict the staff from editing the incidents post.

Apply SLA:
The setting can be made whether the staff will have permission to apply SLA for particular incidents or not.

Pause/Resume SLA:
You can allow the staff to pause or resume the SLA.

Change status:
It can be decided whether the staff will have the permission to change the status of the incidents or not.

Change priority:
The setting can be done whether the staff will have the permission to change the incidents priority or not.

Change owner:
It will decide whether the staff will have the permission to change the incidents owner or not.

Change type:
It will decide whether the staff will have the permission to change the incidents type or not.

Change category:
It will decide whether the staff will have the permission to change the incidents category or not.

Change level:
It will decide whether the team will have the permission to change the incidents level or not.

Change location:
It will decide whether the staff will have the permission to change the location of the incident or not.

Change flag:
It will decide the permission to change the incident flag or not to the staff.

Split incidents:
It will decide whether the staff will have permission to split the incidents or not.

Link/ Unlink incidents:
It will decide whether the staff will have permission to link and unlink the incidents or not.

Export to PDF:
It will decide whether the staff will have permission to export the incidents to pdf or not.

Time tracking:
It will decide whether the staff will have permission to track the time for the incidents or not.

Modify recipient and people:
It will decide whether the staff will have permission to modify recipient and people or not.

Sent email:
It will decide whether the staff will have permission to sent email or not.

Redirect to the incidents listing on reply:
Here you can enable the settings for redirecting to the ticket listing page after the reply is submitted to the ticket that is opened.

People :

Add client:
Here you can provide access for your staff to add clients to the system.

Edit client:
Here you can provide access for your staff to edit clients profile in the system.

Delete client:
Here you can provide access for your staff to delete clients in the system.

Ban client :
Here you can provide access for your staff to ban clients in the system.

Move clients to any organization:
Here you can provide access for your staff to move clients to any organization in the system.

Solutions:

Module:
Here you can provide the role access for the solutions module for your staff.

Add Category:
Here you can provide role access for the staff to add a category to solutions.

Add Articles:
Here you can provide role access for the staff to add articles to the solutions.

Import Solutions:
Here you can provide role access for the staff to import solutions.

Module:

Forums :
Here you can provide role access for the staff to add or update category, forum, and topic to the forum module.

Blabs:
Here you can provide role access for the staff to use blabs.

Task:
Here you can provide role access for the staff to view, update and manage the task module.

Assets/CMDB:

Here you can set the permission for the staff whether to allow or restrict the staff to manage or view the Assets/CMDB.

Add:
Here you can provide role access for the staff to add assets to the Helpdesk.

Scan now:
Here you can provide role access for the staff to scan the assets.

View Contract:
Here you can provide role access for the staff to view the contracts.

Network Scan:
Here you can provide role access for the staff to scan the network.

Import/Export:
Here you can provide role access for the staff to import or export the assets.

Problem Management:
Here you can set the permission for the staff whether to allow or restrict the staff to manage or view the problems.

Creator:
Here you can make your staff as a creator for Problem management.

Resource Manager:
Here you can make your staff as a Resource Manager for Problem management.

Delivery manager:
Here you can make your staff as a Delivery manager for Problem management.

Risk assessment Manager:
Here you can make your staff as a Risk assessment Manager for Problem management.

ROI Manager:
Here you can make your staff as ROI Manager for Problem management.

Problem Manager:
Here you can make your staff as a Problem Manager for Problem management.

Change Management:
Here you can set the permission for the staff whether to allow or restrict the staff to manage or view the release.

Requester:
Here you can make your staff as a requester for Change management.

Implementer:
Here you can make your staff as aanImplementer for Change management.

Tester:
Here you can make your staff as a Tester for Change management.

Approver:
Here you can make your staff as a Approver for Change management.

Coordinator:
Here you can make your staff as a Coordinator for Change management.

Supervisor:
Here you can make your staff as a Supervisor for Change management.

Change Manager:
Here you can make your staff as a Change manager for Change management.

Release Management:
Here you can set the permission for the staff whether to allow or restrict the staff to manage or view the release.

Creator:
Here you can make your staff as a Creator for Release management.

Supervisor:
Here you can make your staff as a Supervisor for Release management

Planner and Scheduler manager:
Here you can make your staff as a Planner and Scheduler manager for Release management.

Build and Deployment manager:
Here you can make your staff as a Build and Deployment manager for Release management.

Tester:
Here you can make your staff as a Tester for Release management

Release Manager:
Here you can make your staff as a Release manager for Release management.

Integrations:
Here you can set the permission for the staff whether to allow or restrict the staff to manage the Integrations.

API Access:
Here you can set the permission for the staff to access the API.