Internal documentation only
This page has been marked as draft.
[INTERNAL] Access and Viewing Options for ITRS Group Support Tickets
Account managers Copied
You may send the contents of this article to your clients but as this is an internal article you cannot directly link to it.
You can find at the bottom of this article a consent from which you can send to the clients.
NOTE: Please email any completed forms to Data-Protection@itrsgroup.com so that we have a permanent record.
Any change to the default permission set should be communicated by the primary client contact and/or business owner to the account manager. Please ensure they understand that changes to these settings potentially apply to the WHOLE organisation.
The account manager should then communicate:
- A list of individuals that are entitled to change that permission set on behalf of that organisation
AND/OR
- A list of individuals which have view all tickets privileges
- A blanket organisation level change
Any changes or updates to the permissions should be communicated in the same manner.
Definitions Copied
Organisation - Organisations are collections of end-users. An organisation in the ITRS Group Support portal is defined by a Name and one or more email domains
End-users – Belong to one or more organisations as defined by the email domain of their email address
Professional Partners – An organisation that acts as a first line support for a number of other organisations
Available Options Copied
Important: There are organisation access settings in the user profile and in the organisation itself. If the settings are in conflict, the more permissive setting overrides the less permissive setting.
Organisation level options Copied
- Can view own tickets only: Users can view and edit their own tickets only. [Default]
Note: If you chose this setting, but the access setting in the user’s profile gives the user access to all organisation tickets, this organisation setting will be overridden by the user setting.
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Can view all organisation tickets: Users can view all organisation tickets regardless who raises,
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but not add comments– if you want other users to be read only
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And add comments– if you want all users to be able to add information to a ticket
Allowing all of the end-users in an organisation to see each other’s tickets is referred to as a shared organisation.
Note: If you chose this setting, and the access setting in the user’s profile restricts access for users in the organisation to their own tickets only, this organisation setting will override the user setting.
Individual end-users options Copied
Alternatively, instead of allowing all end-users in an organisation to see an organisation’s tickets, you can grant this privilege to select end-users
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Can view and edit own tickets only [Default]
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Can view tickets****from the user’s organisation if you want this user be able to view all organisation tickets.
Ticket CCs Copied
CC’ing users when creating a ticket either in the portal or via email allows those additional users to see and comment on the ticket regardless of the above settings
Direct clients Copied
Options for direct clients Copied
See the options above
Professional Partners Copied
Process Copied
If a professional partner organisation wishes to see tickets belonging to an associated organisation that they support then the email domain name of the partner organisation must be added to the associated organisation.
End-users created after that domain name has been added to the associated organisation will then automatically belong to multiple organisations i.e. the professional partner and the associated organisation
Users belonging to multiple organisations have a default organisation and must supply which organisation they are raising a ticket for during the ticket creation process. This can be changed after creation.
Options for professional partners Copied
- Allow end-users of professional partner to see only their own tickets
- Allow individual end-users of professional partner to see all tickets in the professional partner organisation
- Allow all end-users of the professional partner to see all tickets
- Allow all end-users of the professional partner to see and edit all tickets
With agreement from each associated organisation of professional partner
- Allow one or more end-users potentially including those of the professional partner to see all tickets in the associated organisation
- Allow all end-users of both the professional partner and the associated partner to see all tickets of associated organisation
- Allow all end-users of both the professional partner and the associated partner to see and edit all tickets
Important: If the professional partner wishes to be able to comment on tickets belonging to the associated organisation then they have to be:
CC’ed on the ticket by the original requester
or
The associated organisation must be set up to be a shared organisation
Options for managed service clients Copied
There is no direct relationship between the managed service clients and ITRS Group Support