The following permissions are available in i-net HelpDesk to access tickets.

Users with the permission Dispatcher have the task in i-net HelpDesk to authorize tickets with the status inquiry into resources. For example, by an employee of the hotline new requests are recorded and forwarded to the concrete contacts (authorized to a resource).

The sole permissions Dispatcher does not grant access to tickets that have already been assigned to resources.

Note: A request can also be automatically authorized as a ticket and assigned to a resource.

A group or user with this permission has read access to all tickets in all resources. Explicit membership in a resource is not required in this case.

If, for example, in a small service team all employees are to have access to all tickets without each of them having the permissions of an administrator, the permission Read all tickets can be assigned.

In contrast, in larger support structures, it is quite common for employees to be added as members to individual resources and thus be granted access to tickets per resource. The Read all tickets permission is not assigned.

Extends the aforementioned permission to include write mode. Assigning the Edit all tickets permission requires the Read all tickets permission.