Permissions determine what actions users can take in Incident IQ as well as what sections they can access. The following guide is designed to give Administrators a detailed overview of the following topics:
- Viewing, editing, and resetting a user’s permissions settings.
- Accessing the permissions changelog to view when, who, and what permissions have been changed on a user.
- Adding, editing, and deleting group policies to set custom permissions for entire user groups.
You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index, simply use the Return to Index link located at the end of any section.
- User Permissions
- Global Policies
Each user is provided a set of permissions that determine what actions they can take in Incident IQ. By default, these are determined based on the user’s role. However, these can be customized to meet each individual’s needs in the system. You can edit a single user’s permissions by clicking on the Edit Permissions button on their User Profile page. This will take you to their individual User Permissions page.
General Access Permissions
The general access permissions section affects what users can and cannot do sitewide. This includes their ability to log in, as well as view, access, and manage users, the knowledge base, teams, rules, and all administrative features.
Important Note: Even if you give requestors permissions normally reserved for agents or administrators, they will not be able to utilize these features in a requestor view. In these cases, you will need to create a custom agent policy you can assign to their account.
User Access Permissions
The User access permissions allows you to control who can view, manage, control permissions and merge users in Incident IQ. Also allows you to control what location they can preform these actions.
Location Permissions for Tickets, Assets, and Location Data
Incident IQ allows districts to limit administrators to set permissions location details, assets, and tickets all the way down to individual location. For instance, you can give agents access to tickets and assets to only a select few locations, instead of all locations.
Important Note: Some permissions will by necessity require other permissions to be enabled (such as Delete requiring the View permission as well.) In these cases, when you check on any selection that requires another permission, these will automatically be enabled as well.
The Assets section allows you to limit the ability of users to submit, view, work, edit, create, import, assign an owner to, and delete assets at each location.
The Location Details section allows you to set what locations a user can see, as well as the ability to edit a location’s information.
The Tickets section allows you to limit the ability of users to submit, view, work, resolve, change agent, change priority, delete, and view ticket reports for each location.
If desired, you can select all locations for any given permission in the above sections simply by clicking on the top checkbox of any column.
Tip: If an agent or administrator is having trouble with viewing, editing, working or working with assets, tickets, or location information, they may not have the correct permissions checked in this section.
The Reports section allows you to edit the types of reports the user has access to in Incident IQ. This includes seeing reports by Agent, Device Category, Location, Model, Online System, SLA performance or Tickets.
Viewing the Permissions Change Log
You can review the changes made to a user’s permission settings by clicking on the Change History tab. From here, you can view what permission changed, the user that made the change, as well as the change date and timestamp.
Resetting a User's Permissions
You can reset a user’s permissions to their default role settings by clicking on the Clear and Reset User Permissions button.
Global Group Policies
Policies are premade sets of permissions that Administrators can use to quickly apply or remove permissions from entire groups of users, as well as apply them to individual users wherever necessary. Each user role in Incident IQ comes with a default policy already set. However, this can be changed to meet your individual district’s needs.
To access the Permissions page, simply select Administration > Permissions in the left navigation bar.
Creating a New Group Policy
You can create a new global policy by selecting New Policy at the top-right hand side of the policies section of the Permissions page.
This will take you to the Policy Details page. From here, you can rename your new policy, as well as determine what permissions the policy should include.
Editing a Custom Policy
Although the default set of policies cannot be altered in Incident IQ, you can edit any custom created policy by simply selecting the policy you wish to edit from the list in the Policies Section.
This will take you will be taken to the policy permissions setup page. Simply edit what permissions you wish to assign to the user group and select Save at the bottom right of the screen.
You can create a new policy based upon an already existing policy. To do so, begin by selecting any of the policies currently listed in Incident IQ.
Once on the Policy Details page, select Copy to New Policy near the top.
Incident IQ will now take you to the Policy Details page of your newly copied policy. From here, you can rename the new policy, as well as make any permission adjustments that are necessary.
Deleting a Custom Policy
You can delete a custom policy simply by selecting the red X icon on the right of the policy. At this point, a window will pop up asking you for confirmation.
Important Note: Deleting a policy will affect the permissions of any users that have had this policy applied to their account. Once you confirm this deletion, it cannot be undone.
Applying Multiple Policies to a Single User
You can apply one or more additional policies to a user by selecting Add Policy near the top-right of the main User Permissions page. A pop-up window will appear that prompts you to select the new policy. Once selected, you’ll see the Additional Policy appear on the list of policies in the User Policies section.
Changing a User's set Policy
You can change a user’s current policy by selecting Change on the right of their currently set Default Policy. A pop-up window will appear that prompting you to select the new policy. Once selected, you’ll see the Default Policy updated to your new choice.
Tip: When changing a user to an Agent, Incident IQ will automatically update their permissions to include the ability to work and resolve tickets for their designated location.
Changing a Role's Set Policy
You can change the Policy of all users of a certain role by using the Role Policies section on the main Permissions page.