Ticket System

In this section the possibilities of a user for the Ticket System are set. By default, a user may only edit his own tickets or tickets that are assigned to his group.

If necessary, you can select the following options for the user:

• Edit tickets (of other users/groups): The user may - in addition to the tickets assigned to him - also edit tickets of other users and groups. This right should only be granted to users who need this access, for example to implement a substitution arrangement.

• Reopen ticket: The user may reopen an already closed ticket for editing.

• Delete tickets: The user may delete a ticket. The ticket can then not be restored.

Otherwise, the above options are reserved for system administrators.

Further options:

• Not allowed to create tickets: The user is not allowed to open (i.e. create) new tickets.

• No rights to create subordinated tickets: The user is not allowed to link tickets with each other.

• Edit data record locks: This is also an administrative activity in the Ticket System. Whenever a ticket is opened for editing, the system creates a lock for this ticket to prevent two users from opening the same ticket for editing at the same time, thereby preventing one user from overwriting the changes of the other. If, for example, connection problems occur, a user can specifically release this lock if he has the right to edit record locks.

• Activate SLA management: Activating the checkbox allows the user to edit Service Level Agreements, Service Levels and Service Times .