Roles enable you to manage user interactions with Incident IQ daily. Roles play a crucial part in the iiQ platform by determining the visibility settings in various system areas.
By default, all users are categorized into the following three groups:
Requestor
These are basic-level users responsible for generating request tickets and are the most common type of user in Incident IQ. This can include Students, Parents/Guardians, Faculty, Staff, and Guests. By default, these users can:
Access Incident IQ through the Requestor level page layout
Submit tickets
Limited management of their assets
Limited management of their profile
Agents
These intermediate-level users are primarily responsible for working tickets submitted by or on behalf of Requestors. By default, these users can:
Access Incident IQ through the Agent/Admin level page layout
Submit and work on tickets
Manage and assign/unassign assets
View users
View locations
View and add articles to the knowledge base
Administrators
These are advanced-level users and have the highest set of permissions. By default, these users can:
Access Incident IQ through the Agent/Admin level page layout
Submit, work, and manage tickets
Manage and unassign assets
Manage Locations
Manage Users
Manage the Knowledgebase
Manage Permissions
Manage Rules and SLAs
Manage site aliasing
View the Analytics Explorer
Install and manage most apps
Roles play a crucial part in the iiQ platform by determining the visibility settings in various system areas.
Here are the different areas where Roles take effect:
Ticket Types
Issue Categories and Issues
Model Categories and Models
Notifications
Knowledge Base Guides
Quick Tickets
Dashboard
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Hannah Bailey - Director, Customer Engagement