Roles are central to the Incident IQ (iiQ) platform. They function as the primary mechanism for determining visibility settings across various system areas, enabling effective management of user interactions.
User Categorization
By default, all users are categorized into the following three groups:
1. Requestors
Definition: Basic-level users are responsible for generating request tickets. Requestors are the most common user type in Incident IQ.
Examples: Students, Parents/Guardians, Faculty, Staff, and Guests.
Default Capabilities:
Access Incident IQ through the Requestor-level page layout.
Submit tickets.
Limited management of personal assets.
Limited management of user profiles.
2. Agents
Definition: Intermediate-level users are primarily responsible for working on tickets submitted by or on behalf of Requestors.
Default Capabilities:
Access Incident IQ through the Agent/Admin-level page layout.
Submit and work on tickets.
Manage, assign, and unassign assets.
View users and locations.
View and add articles to the knowledge base.
3. Administrators
Definition: Advanced-level users with the highest set of system permissions.
Default Capabilities:
Access Incident IQ through the Agent/Admin-level page layout.
Submit, work, and manage tickets.
Manage and unassign assets.
Manage Locations and Users.
Manage the Knowledgebase.
Manage Permissions, Rules, and SLAs.
Manage site aliasing.
View the Analytics Explorer.
Install and manage most apps.
Role-Based Visibility
Roles determine visibility settings across specific areas of the iiQ platform. These roles directly affect the following configurations:
Ticket Types
Issue Categories and Issues
Model Categories and Models
Notifications
Knowledge Base Guides
Quick Tickets
Dashboard