Ticketing Application Permissions

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The TeamDynamix ticketing application uses a layered permission system that controls who can submit, view, manage, and configure tickets. This guide explains all permission levels and requirements for working with tickets.

In this article, we'll cover:

 

How Permissions Work

Ticketing application permissions operate through several interconnected layers:

  • License Types — Determine baseline capabilities (Enterprise, Technician, Student Technician, Team Member, Client, etc.)
  • Application Access — Users must be granted access to Work Management and the specific Ticketing application. Some functions also require access to additional applications such as My Work, Assets/CIs, or Projects.
  • Application-Level Security Roles — Define specific permissions within each Ticketing application. Add all permissions appropriate for each role.
  • Global Security Roles — Some features require permissions set at the global (environment-wide) security role level, in addition to application-level permissions.
  • Administrative Access — Certain configuration tasks require either an Admin Security Role in the specific Ticketing application or Global Administrator access.

Ticketing Application Permission Matrices

Matrix Details

  • License Type: Must be one of: Enterprise, Technician, Student Technician, Project Manager, Team Member, or Client
  • Application Access: Applications that the user must be granted access to in order to perform the function
  • Required Permissions: Permissions that must be enabled on the applicable security role (application-level unless otherwise noted)
  • Additional Access: Indicates functions that also require administrative access or Global Admin rights

Creating & Submitting Tickets

Function License Type Application Access Required Permissions Notes
Submit tickets via public ticket forms in Client Portal No license required (unauthenticated) None None Service must be configured as public;
Ticket Service type only (not Link or Project Services);
Form must be designated as public; public users cannot view tickets after submission without authentication
Submit tickets from non-public forms in Client Portal Client or higher Client Portal Client Portal security role:
• Submit Ticket Requests
• View Service Catalog		 Both permissions required
Enter tickets from Ticketing application Enterprise, Technician, or Student Technician Work Management + Ticketing app None  
Enter tickets from any ticketing form Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role:
• The user will be able to select any ticketing form for entry		 Bypasses form permissions
Enter tickets from the Assets application Enterprise, Technician, or Student Technician Work Management + Ticketing app +
Assets/CIs app		 None  
Enter tickets from the People application Enterprise, Technician, or Student Technician Work Management + Ticketing app +
People app		 None  

Finding & Viewing Tickets

Function License Type Application Access Required Permissions Additional Access Notes
View own created ticket/request in Client Portal Client or higher Client Portal None Ticketing app config: Client Portal Visibility Settings > "Allow requestors/creators to view tickets in the Client Portal" must be enabled Users must be ticket creator or requestor
View tickets in associated accounts/departments in Client Portal Client or higher Client Portal Global security role permission:
• View all requests belonging to assigned accts/depts		 Ticketing app config: Client Portal Visibility Settings > "Allow requestors/creators to view tickets in the Client Portal" must be enabled Both permission and app config required; disabling app-level config overrides the global security role permission; disabling global security role permission renders app config moot
View ticket as ticket contact in Client Portal Client or higher Client Portal None Ticketing app config: Client Portal Visibility Settings > "Allow ticket contacts to view tickets in Client Portal" must be enabled Must be added as a contact on ticket
View "Read By" information for ticket requests Client or higher Client Portal Client Portal security role perm.:
• View Ticket Request "Read By" and Profile Views		 None  

View any ticket in a Ticketing app

View Ticketing app standard searches

View archived tickets

 Enterprise, Technician, or Student Technician Work Management + Ticketing app None None Technicians with access to a Ticketing app can view all tickets within it
View tickets in My Work Enterprise, Project Manager, Technician, Team Member, or Student Technician Work Management + My Work None None User must be assigned to the ticket

Working on Tickets

Function License Type Application Access Required Permissions Notes
Assign or reassign ticket Enterprise, Technician, or Student Technician Work Management ANY ONE OF:
• Ticketing app security role perm: The user will be able to edit all tickets regardless of type
• OR be Reviewer of the ticket
• OR be assigned Primary Responsibility for the ticket
Take ownership of ticket Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perm:
• The user will be able to take primary responsibility for all unassigned tickets regardless of type		 Ticket must not be converted, completed, canceled, or assigned

Edit tickets

Add contacts or people to a ticket

Create parent/child relationships between tickets

Add attachment to ticket

 Enterprise, Technician, or Student Technician Work Management ANY ONE OF:
• Ticketing app security role perm: The user will be able to edit all tickets regardless of type
• OR be assigned Primary Responsibility for the ticket, with 'The user will be able to edit tickets for which they are primarily responsible' permission
• OR be Reviewer of the ticket
Update ticket status Enterprise, Technician, or Student Technician Work Management ANY ONE OF:
• Ticketing app security role perms: The user will be able to update all tickets and ticket tasks regardless of type AND
The user will be able to edit all tickets regardless of type
• OR be assigned Primary Responsibility for the ticket, with 'The user will be able to edit tickets for which they are primarily responsible' permission
• OR be Reviewer of the ticket		 Can update even if converted to project task (if task is completed)
Delete ticket attachments Enterprise, Technician, Student Technician, Team Member, or Client Work Management + Ticketing app Ticketing app security role perm:
• Delete Attachments		  
Change ticket classification Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perm:
• The user will be able to change a ticket's classification		 Ticket must not be in an active workflow
Merge tickets Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perm:
• The user will be able to merge tickets that they can update		 Must be able to update the source ticket
Delete tickets Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perm:
• The user will be able to edit all tickets regardless of type		  
Change service level agreement of a ticket Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perm:
• Change service level agreements of tickets		  
Add time for another resource Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perm:
• Add time for another resource		  
Move ticket to another ticketing application Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perm:
• The user will be able to move tickets to other ticketing applications		 Must have access to destination app;
Cannot move if converted to project task
Import tickets Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perm:
• The user will be able to bulk-import tickets		 Excel-based import process
Convert tickets to project tasks, project requests, or projects Enterprise, Technician, or Student Technician Work Management + Ticketing app + Projects app None  
Schedule tickets Enterprise, Technician, or Student Technician Work Management + Ticketing app None  
Add ticket to My Work Enterprise, Project Manager, Technician, Team Member, or Student Technician Work Management +
My Work		 User must be assigned Responsibility for the ticket Ticket must not be complete or canceled
Add or delete ticket alerts in Work Management Enterprise, Technician, or Student Technician Work Management + Ticketing app None  
Add or delete ticket alerts in Client Portal Client or higher Client Portal Must be ticket creator, requestor, or contact Depends on visibility settings
Change status of ticket requests in Client Portal Client or higher Client Portal Must be ticket creator or requestor Limited status changes available
Withdraw ticket requests in Client Portal Client or higher Client Portal Must be ticket creator or requestor Ticket must not be complete or canceled
Add Global Searches and Global Report Folders Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perm:
• Add Global Searches and Global Report Folders in Ticketing		 Makes searches and folders available to all ticketing users
View Groups/Assignments page and run User Work Report Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perm:
• The user will be able to view the "Groups/Assignments" page and run the "User Work Report"		  

Working on Ticket Tasks

Function License Type Application Access Required Permissions Notes
Add tasks to a ticket Enterprise, Technician, or Student Technician Work Management ANY ONE OF:
• Ticketing app security role perm: The user will be able to edit all tickets regardless of type
• OR be Reviewer of the ticket
• OR be assigned Primary Responsibility for the ticket		 Cannot add workflow tasks manually; maintenance activities only for change/release tickets
Add a ticket task to My Work Enterprise, Technician, or Student Technician Work Management + My Work Must be assigned to the task Task must be active and less than 100% complete; ticket must not be converted or on hold

Edit tasks

Assign tasks

Delete tasks

Take a task

 Enterprise, Technician, or Student Technician Work Management ANY ONE OF:
• Ticketing app security role perm: The user will be able to edit all tickets regardless of type
• OR be assigned Primary Responsibility for the ticket
• OR be Reviewer of the ticket
• OR be assigned to the task

Users cannot "Take" already assigned tasks or complete tasks

Cannot delete workflow tasks individually
Update tasks on a ticket Enterprise, Technician, or Student Technician Work Management ANY ONE OF:
• Ticketing app security role perms: The user will be able to update all tickets and ticket tasks regardless of type, OR The user will be able to edit all tickets regardless of type
• OR be assigned Primary Responsibility for the ticket
• OR be Reviewer of the ticket
• OR be assigned to the task		 Ticket must not be converted to project task;
The task must be active
Delete ticket tasks Enterprise, Technician, or Student Technician Work Management Ticketing app security role perm:
• The user will be able to delete ticket tasks that they can edit		 Can delete all editable tasks

Ticket Workflows

Function License Type Application Access Required Permissions Notes
Assign a workflow to a ticket Enterprise, Technician, or Student Technician Work Management + Ticketing app Any one of:
• Ticketing app security role: The user will be able to edit all tickets regardless of type
OR be Reviewer of the ticket		  

Approve, reject, or skip ticket workflow steps

 Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role:
• The user will always be able to approve/reject/skip ticket workflow steps		 Allows a user to approve, reject, or skip workflow steps even if they are not currently responsible for the step.

Administrator Functions

Function License Type Application Access Required Permissions Additional Access Notes
Create new ticketing application Enterprise Global Admin UI None Global Admin  
Manage ticketing users Enterprise Global Admin UI None Global Admin Assign users to applications
Customize ticketing app classifications Enterprise Global Admin UI None Global Admin App admins can view classifications
Configure webhooks Enterprise Global Admin UI None Global Admin  
Configure shared settings & manage record locations Enterprise Global Admin UI None Global Admin  
Create and manage Impact, Urgency, and Priority Enterprise Global Admin UI None Global Admin Global values across all ticketing applications; cannot be modified by app admins
Create/modify type categories Enterprise Global Admin UI None Global Admin  
Enable setting for users to see all tickets for their accts/depts in Client Portal Enterprise Global Admin UI None Global Admin  
Create/modify security roles Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Configure ticket workflows Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Change ownership of schedules or templates Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Create and manage response template categories Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Use response template tags Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Create and manage automation rules Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Set up workflow web services Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Create a TeamDynamix Web API auth account Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Create a web service provider Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Define operational hours Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Configure service level agreements (SLA) Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Manage Ticketing application settings Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin Can be done in TDAdmin or as App Admin in Work Management
Configure custom attributes Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Create and manage ticket forms Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin Also requires some Client Portal access, depending on where form will appear.
Service Managers and Service Owners can also create public ticket forms
Create a service to add tickets into the application Enterprise None specified None Admin Security Role in the specific Ticketing Application, or Global Admin Service Managers and Service Owners can also create services
Control app-level Client Portal visibility settings Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Adding time types to ticket types Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Enable signature self-management Enterprise None specified Admin Security Role in the specific Ticketing Application, or Global Admin None in Work Management
Manage technician signatures in TDAdmin Enterprise Global Admin UI + People app Global security role: • The user will be able to bulk-import people Global Admin  
Configure technician signatures with People Import Enterprise, Project Manager, Technician, or Student Technician Work Management + People app Global security role: • The user will be able to bulk-import people None Can include signatures when importing people through the Excel-based tool in the People application
Manage ticket visibility Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin Configure who can view tickets in Client Portal
Create global ticket templates Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perm: Add Global Ticket Templates None Creates templates accessible to all ticketing users
Create ticket task templates Enterprise Global Admin UI
OR Work Management + Ticketing app		 None Admin Security Role in the specific Ticketing Application, or Global Admin  
Create and manage ticketing surveys Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perms:
• Access Surveys
• Create and modify Surveys		 None Both permissions required
Delete survey responses Enterprise, Project Manager, or Technician Work Management + Ticketing app Ticketing app security role perm:
• Access Surveys
• Delete Survey Responses		 None Both permissions required
Delete unused surveys and survey questions Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perms:
• Access Surveys
• Delete unused Surveys and Survey Questions		 None Both permissions required;
Only for surveys without responses
Create and manage blackout windows Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perm: Create and modify blackout windows None For maintenance activity scheduling
Delete blackout windows Enterprise, Technician, or Student Technician Work Management + Ticketing app Ticketing app security role perm: Delete blackout windows None  

 

 

 

Details

Details

Article ID: 170859
Created
Wed 3/11/26 8:03 PM
Modified
Thu 6/25/26 3:06 PM