User Permissions

Permissions control the access a user has to certain NetSupport ServiceDesk functions. The permissions that apply to a user can either be explicitly defined on the user's object or inherited from the user's department, company or the system's default permissions.

When assigning permissions, you can select from the range of pre-defined templates that are supplied, depending on whether the user is an Administrator, ServiceDesk Operator or end-user, you can customise the functionality to suit individual requirements or create your own templates.

NetSupport ServiceDesk supplies a default Administrator login, ensuring there is at least one user with global permissions. There is also a default set of end-user permissions built-in and any new companies, departments and end-users will inherit these rights.

The setting of permissions is particularly important when deciding which areas are responsible for dealing with items. For each company or department you create, you decide to which technical department or ServiceDesk Operator items raised by that area should be assigned. This process relies on the assignees having the appropriate permissions.

The permissions are grouped into the following categories:

There are also certain users within NetSupport ServiceDesk that have special permissions, these are:

The contact for an Incident or Change Request
The “manager” of the department that contains the contact for an Incident or Change Request
The “default contact” of the company that contains the contact for the Incident or Change Request

These special permissions can be changed by setting the options on the Customise page.