Suppose you have several departments that are submitting tickets to your helpdesk. You want to route the tickets to different people or groups. You also need to make sure that the people handling Facilities tickets don’t have access to the HR tickets (and vice-versa). You can use queues and roles to partition your Samanage service-desk for different departments.
Samanage provides several features and functions to facilitate a solution.
Queues allow your users to submit tickets via email (or the portal) to different destinations;
Incident types allow you filter the views on the incident screen;
Roles allow you to restrict the access of different people/groups to particular incidents.
Let’s take an example of HR department and Facilities department tickets. Mike handles HR requests for employee new hires. Janet handles Facilities requests for office requests (moves, furniture, etc.)
First we’ll go to Setup → Workflow to set up a queue for HR and a queue for Facilities. This will set up the queues (with a distinct email for each queue), and each queue also corresponds to an Incident type.
Next let’s go to Setup → Roles and set up separate Role for Mike and Janet to restrict their views to their specific incident type.
First, create the role:
Then create the definition of the Role:
In this case, a Restriction was added to prevent users in this Role from deleting incidents. Note that Restrictions apply only to the Permissions row directly above them.