TeamDynamix Permissions by Role

Environment

TeamDynamix

Issue

How do I know which roles in TeamDynamix have which permissions?

Resolution

Role Overview

Every TeamDynamix neighbor is given several predefined roles in TeamDynamix for use in TDNext and for use in the Client Portal. (Remember that these are separate apps and the roles may be named similarly but have different permissions.) App Admins can change the permissions on roles, but ITS recommends against deleting, renaming, or creating too many roles for granular permissions. 

Request New Role

1. Create your new role in the desired app.
2. .Use this form (ITS-TeamDynamix Support) to have the roles added to the Access form and process.
   1. You will need to specify the application and role. Once the roles are on the form, you can use the form to add users to the appropriate role in your application. 

Role Names

It is important for all TeamDynamix ticketing apps to use a standard set of names for TDX roles. ITS staff making global changes that affect all ticketing apps need to be able to recognize all roles.

Permissions by Role in the ITS Ticketing App

Technician

Technicians can do the following in ITS ticketing:

Custom Forms                                                                                                                                         

• Select any ticketing form for entry

Tickets

• Add Global Ticket Templates
• Bulk-import tickets
• Change a ticket's classification
• Edit all tickets regardless of type
• Edit tickets for which they are primarily responsible
• Merge tickets that they can update
• Move tickets to other ticketing applications
• Take primary responsibility for all unassigned tickets regardless of type
• Update all tickets and ticket tasks regardless of type
• View the ticketing "Groups" page

Ticket Tasks

• Delete ticket tasks that they can edit

Technician Plus

Technician Plus users can do everything mentioned within the Technician role plus the following in ITS ticketing:

Knowledge Base

• Address Feedback
• Publish Articles
• Review Articles

Workflow Approver

Workflow Approvers can do the following:

Tickets

• Approve tickets
• View all tickets

Change Manager

Change Managers can do the following in ITS ticketing:

Configuration Management

• Create and modify blackout windows
• Delete blackout windows

Custom Forms

• Select any ticketing form for entry

Survey

• Access Surveys

Tickets

• Add Global Ticket Templates
• Always approve/reject/skip ticket
• Bulk-import tickets
• Change a ticket's classification
• Edit all tickets regardless of type
• Edit tickets for which they are primarily responsible
• Merge tickets that they can update
• Move tickets to other ticketing applications
• Take primary responsibility for all unassigned tickets regardless of type
• Update all tickets and ticket tasks regardless of type
• View the ticketing "Groups" page

Ticket Tasks

• Delete ticket tasks that they can edit

 

Permissions by Role in the Client Portal 

Knowledge Manager

Knowledge Managers can do the following in the Client Portal:

All

• View Ticket Request "Read By" and Profile Views

Knowledge Base

• Add Articles
• Address Feedback
• Always Edit Articles
• Delete Article Feedback
• Edit Archived Articles
• Edit Owned Articles
• Modify Article Templates
• Modify Categories
• Modify Shortcuts
• Publish Articles
• Review Articles
• View All Articles
• View Knowledge Base

Service

• Submit Ticket Requests
• View Service Catalog

Technician

Technicians can do the following in the Client Portal:

All 

• View Ticket Request "Read By" and Profile Views

Knowledge Base 

• Add Articles
• Always Edit Articles
• Edit Owned Articles
• Review and Approve Drafts
• Review Articles
• View All Articles
• View Knowledge Base

Service

• Submit Ticket Requests
• View Service Catalog

Service Technician

Service Technicians can do the following in the Client Portal:

All

• Select any ticketing form for entry

Knowledge Base

• Add Articles
• Always Edit Articles
• Edit Owned Articles
• View All Articles
• View Knowledge Base

Service

• Add Service
• Manage All Services
• Submit Ticket Requests
• View Service Catalog

Assets/CIs Permissions by role

Asset Manager

Asset Managers can do the following in Assets/CIs:

Asset

• Add Global Searches and Global Report Folders in Assets/CIs
• Add Articles
• Create and modify contracts for assets
• Create and modify product types/product models of assets
• Create and modify vendors of assets
• Create assets and configuration items
• Delete assets in the Assets/CIs applications
• Import assets
• Modify assets and configuration items
• Update assets

Configuration Item

• Import configuration items

Configuration Management

• Create and modify maintenance windows

Asset Technician

Asset Technicians can do the following in ITS Assets/CIs:

Asset

• Modify assets and configuration items
• Update assets

Asset Viewer

Asset Viewers can see assets.

Asset

• View assets

Asset Security Role

Asset

• Allows bulk updates if custom attributes for assets 

 

Change Manager

Change Managers can do the following in ITS Assets/CIs:

Asset

• Modify assets and configuration items
• Update assets

Configuration Management

• Create and modify maintenance windows

Additional Information

Need additional information or assistance? Submit a request here ITS-TeamDynamix Support.