When you are running any kind of business it is no wonder that you need some help. This is true for a help desk as well. However, you might not want other people all the information stores in the database. With ViArt HelpDesk you can set up different user groups and assigned different permissions to them.
Please go to Administration > System > Privilege Groups. Your screen should look like the following:
By default, there are two types of users in the system, namely Administrator and HelpDesk Manager. For more information about them see section 4.2 and see details correspondingly. This very section allows editing their permissions.
In order to examine the options please click any of the 'Edit Permissions' or 'Add New Privilege Type' links.
As you can see the page is divided into four main parts; the first one defines the privilege group name and the 'HelpDesk Privilege' option, the last three are presented by a number of check boxes.
Let's take a closer look at the first part. See the picture below:
- Privilege Type indicates the name of the privilege group.
- HelpDesk Privilege allows assigning this privilege type to other HelpDesk users (for more information about HelpDesk see details). This means that this privilege type can be assigned to any HelpDesk user by a HelpDesk Manager and not only by an Administrator.
Below you can see the full list of check boxes and their corresponding sections:
Site Settings (see section 4.1)
Layouts (see section 4.3.1)
Articles (see details)
Web Pages (see details)
Custom Blocks (see details)
Polls (see details)
Forum (see details)
Newsletter (see section 11.2)
Site Users (see section 8)
Site Administrators (see section 4.2)
Static Tables (see section 11.3)
Import/Export (see details, see details, see details, see section 8.6)
File Manager (see details)
Banners Management (see details)
Static Messages (see section 11.4)
HelpDesk Permissions
Accessing HelpDesk System (see details)
HelpDesk Settings (see details)
Creating a new Tickets (see details)
Updating/Removing Tickets (see details)
Closing Tickets (see details)
Replying Tickets (see details)
Editing HelpDesk Users (see details)
Editing Departments (see details)
Editing Predefined Replies (see details)
Editing Types, Products, Priorities, Statuses (see details, see details, see details, see details)
Accessing Users Reports / statistics (see details)
Customers Ranks (see details)
Tick off the corresponding check boxes.
In order to save the changes you made, click the 'Update' button.
In order to delete the privilege group, click the 'Delete' button.
If you want to leave without saving, click 'Cancel'.
If you are adding a new group:
Click the 'Add new' button to add the group.
Click 'Cancel' if you want to leave without saving.
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