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nService User Authorization
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nService authorization (i.e. access
control) is based on groups. Each service in the service tree has three groups
defined: user group, technician group and administrator group. Services that
don’t have these three groups defined inherit them from their ancestors. If a
service inherits the groups, it must inherit all three groups.
1. Services, service requests, service routing and notification rules,
service statuses, service priorities, products, knowledge base, question &
answer wizards, knowledge articles
| Module |
Action Right |
Module User Group |
Module Technician Group |
Module Admin Group |
System Admin Group |
| Service |
Submit service requests on this service. |
Yes |
Yes |
Yes |
Yes |
| Add, edit, respond to, assign, close service requests of this service. Run query; |
No |
Yes |
Yes |
Yes |
|
Delete service requests of this service;
Edit, move and delete the service;
Add, edit, delete the request routing and notification
rules, statuses and priorities of this service.
|
No |
No |
Yes |
Yes |
| Product |
Can select the product in service requests. |
Yes |
Yes |
Yes |
Yes |
| Add, edit, delete, move products and sub-categories. |
No
|
No
|
Yes
|
Yes
|
|
Knowledge
|
View knowledge articles and question & answer wizards.
|
Yes
|
Yes
|
Yes
|
Yes
|
|
Add and edit knowledge articles and question & answer
wizards.
|
No
|
Yes
|
Yes
|
Yes
|
|
Delete and move knowledge articles and question &
answer wizards;
Add, edit, delete, move knowledge folders.
|
No
|
No
|
Yes
|
Yes
|
2. Tasks in the calendar
Service workers can add tasks to calendar. System
administrators and the owner of the tasks can delete them. Service workers are
users who are in the technician group or administrator group of any service.
3. Organizations and sites, organizational units, users, groups and assets
|
Action Right
|
Users
|
Service Workers
|
System Admin Group
|
|
Add and edit organizations and sites
|
No
|
Yes
|
Yes
|
|
Delete organizations and sites
|
No
|
No
|
Yes
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4. Organizational units, users, groups and assets
|
Action Right
|
Users
|
Service Workers
|
Organizational Unit Admin Group
|
System Admin Group
|
|
Browse organizational unit tree
|
Employees
|
Yes
|
Yes
|
Yes
|
|
Add, edit, delete and move organizational units
|
No
|
No
|
No
|
Yes
|
|
Add, edit users, groups and assets in an organizational
unit
|
Edit Self
|
No
|
Yes
|
Yes
|
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Delete users, groups and assets in an organizational unit
|
No
|
No
|
Yes
|
Yes
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| Action Right |
Users
|
Organization Admin Users
|
Service Workers
|
System Admin Group
|
|
Add, edit users not in any organizational unit
|
No
|
Yes, within his organization
|
Yes
|
Yes
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Delete users, groups and assets not in any organizational
unit
|
No
|
Yes, within his organization
|
No
|
Yes
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Organization admin users are designed for organizations
other than the website owner. They don’t have any meaning in the organization
that owns the website. It is designed to let the companies that you serve to
manage their own users.
5. Email, event log, service zone, system settings
Only users in the system administrator group are allowed to
perform any actions on these modules.
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