User's guide /

IT Support

/

Setting up privileges and access

Access in module "IT Support"

The access control within the "IT Support" module follows a hierarchical structure based on the reporting relationships in the organization. Two main roles are identified: The requestor and and his manager. That means that only the requestor and their manager can see their own tickets.


Module "It Support" - Organizational structure access


Access in module "IT support Administration"

This section outlines the access control principles implemented in the "IT Support Administration" module. Access is determined based on the selected department when submitting a ticket. Each support category is linked with a specific department, and users can only access tickets related to their chosen department.

Department-Based Access: The access control in the "IT Support Administration" module is designed to be department-centric. Users can only view and manage tickets associated with the department they have selected. Key components include:

Support Categories:

• Each support category is associated with a specific department.
• Users select a category when submitting a ticket, which implicitly assigns the ticket to the corresponding department. 

Module "Obs Support Categories" - Edit

Privileges and Access Groups:

Based on the assigned privileges, access groups are related to departments. Only users with the access group "support-admin" can access the "IT Support Administration" module. Additionally, users need specific privileges set for their department to view tickets related to that specific department. To see the relevant groups that have access to their respective department-related tickets, users can click on "Row level access" within the "IT Support Administration" module.


Module "It Support Administration" - Row level permissions


Managing users

Managing user access and privileges occurs within the "Users" module. If a user needs access to the "IT Support Administration" module, their access group should be configured as "support_admin." Furthermore, to grant the user access to tickets related to their department, the corresponding privilege should be set accordingly for that specific department.

Adding the access group - "support_admin":

Module "Users" - Edit, Access Groups - Add

Furthermore, to grant the user access to tickets related to their department, the corresponding privilege should be set accordingly for that specific department.

Selecting the privilege:

Module "Users" - Edit