There are several permissions that allow access to certain functions of i-net HelpDesk. Permissions can be assigned to users and groups using the Users and Groups manager. Permissions are additive - this means if a user has a permission through one of their groups, the permission is not revoked by also being a member of a group without the permission.

Depending on the activated plugins the following permissions can be granted to a user / group.

The detail view of a user only shows the directly assigned permissions. To get an overview of the effective permissions of a user, including permissions provided by groups, click the link Show all effective permissions in the detail view / permissions element of the user.

• Server Administration: enables the user or group to manage all settings of the i-net HelpDesk server.

• Task Planner: allows the user or group to access the Task Planner.
  • Administrative access to all Tasks: allows access to all tasks defined in the system, regardless of the owner.

• Statistics: displays statistical information about the server state, rendered and cached report etc.

• Manage Users and Groups: allows to create, update, and delete user accounts and groups

• Web API access: Allow users to use the Web API application, including the REST interface as well as the application module. Additional plugins and permissions may be required to gain access to specific API endpoints, such as the Task Planner.

• Define Templates: This option allows dedicated access to the configuration, "Quick Tickets", "Mail Templates", "Autotexts" and "Processes" can be defined, edited and published for all users with this authorization.

• Datasource Configuration: users with this permission may create and modify datasources in the Datasources application.

Here is detailed information about ticket permissions. The following is a summary:

• Dispatcher: gives a user the permissions to authorize tickets into resources. This permission can not be given to resources.

• Read all tickets: allows a user to read all tickets in i-net HelpDesk, regardless of the resource memberships. This permission can not be assigned for resources.
  • Edit all tickets: additionally allows the user to edit all tickets in the i-net HelpDesk, regardless of the resource memberships. This permission can not be assigned for resources.

• Link tickets: allows to bundle tickets.

Here is detailed information about ITIL permissions. The following is a summary:

• Define ITIL types: allows defining additional ITIL types

• Access to Inventory: enables read access to the data of the inventory

• Edit Assets: users can edit their own asset entries and add, copy, move or delete assets and sub-assets.

• Access to Assets of All Users: enables the user to manage all assets in the inventory.

Note: Resource staff and dispatchers who do not have permission to the Inventory application will have read-only access to the data in the Ticket application extension.

• Report module: a user with this right gets the Reports module displayed. With this he has the possibility to call all reports of the i-net HelpDesk.

• Ad Hoc Reporting: allows the user or group to access the ad hoc reporting.

• Ad Hoc and Designer Data Sources: allows the user or group to retrieve the remote data source of the server via the Remote Designer or the ad hoc reporting feature.

• CoWork: allows the user or group to access and use CoWork. Channel restrictions may apply.
  • CoWork Administration: additionally gives the user or group the permission to create new channels and manage existing channels. Administrative CoWork users can delete messages from other users in channels they have access to.

• Access to Knowledgebase: users can access the Knowledgebase. Users with this right gains access to the "public" subset of articles stored in the knowledge base. They can now use search queries to obtain information about the jobs stored in i-net HelpDesk, the steps to solve them, and additional information.
  • Show articles from customer/location: gives the user access to all articles published for all customers.
  • Show articles for supporter: extends the access to articles intended only for "supporters" (for example, the IT staff). All articles in the knowledge base are displayed.
  • Edit and delete articles: authorizes the user to edit and delete articles from the knowledge base