Online Help | Web App

Changing user access level

Introduced in 2022.1

All Self Service Portal users can view and update their own Incidents (which appear in the SSP as Tickets) and Service Requests, i.e. Incidents and Service Requests where the user is the requester. However, managers may want to view Incidents and Service Requests submitted by their teammates. This ability is controlled bu the user access level. This article describes which access levels exist and how to change the access level for SSP customers.

To change the user access level of a SSP Customer account:

  1. Under Users & Security > Accounts and Roles > Accounts, click the SSP Customer account to modify. The User Account form opens.

  2. Select a new access level under User Access Level:

    • Regular User - Regular users can view their own Incidents and Service Requests only. This access level is assigned to all automatically-created SSP Customers accounts.

    • Manager - Managers can view all Incidents and Service Requests that were submitted by their subordinates.

    • Group Manager - Group managers can view all Incidents and Service Requests that were submitted by members of groups they manage.

    • Department Manager - Department managers can view Incidents and Service Requests that were submitted by other users from the same organization.

    • Organization Manager - Organization managers can view Incidents and Service Requests that were submitted by other users from the same organization and its child organizations.

  1. Click OK.