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How to Limit User Permissions for Tickets

SO provides comprehensive permission controls for the Tickets module, allowing to customize access levels.

Updated over 2 weeks ago

Fields permissions

You can limit access to specific fields according to user role:

Service Board Permissions

You can limit access to boards based on

  • user role

  • company access
    ​

When a user doesn't have access to a board, they cannot see tickets from that board or even the board name in menus and filters.⁠⁠​
​

Role-Based Access Control

Use checkboxes to limit specific roles to view specific boards.

Company-Based Access Control

You can restrict ticket access by connecting service boards to specific companies:⁠⁠​

  1. Navigate to Settings → Integrations → ConnectWise → Tickets → Service Boards

  2. Click the building icon in the Company column for any service board⁠⁠⁠⁠​

  3. In the Companies popup, you can:⁠⁠​

    1. Select "All Companies" to give all users access to tickets from this board

    2. Add specific companies to limit access to users from those companies only⁠⁠​

    3. Remove company access using the cross sign next to each entry⁠⁠​

When a user doesn't have access to a company, they cannot see tickets from that board with company-based access or even the board name in menus and filters.⁠⁠​

Automatic User Access

New users automatically get access to boards based on their role and company membership.⁠⁠ This eliminates the need to manually add users to boards every time a new team member joins.

Note Permissions

Resolution Notes

Control who can add and view different types of notes:⁠⁠​

  • Full access - user can view notes and post notes with that type.

  • Read only - user can only view notes.

  • None - user can neither view or post notes

    • e.g. select "none" for internal notes for external users.

For presentations and client-facing views, you can control internal note visibility when the ticket is opened:⁠⁠​ a "Show Internal Notes" toggle is available in ticket views⁠⁠​.

Defaults to hidden when accessed from Display/Presentation mode⁠⁠​.

Users can still add internal notes even when the toggle is off⁠⁠​.

Button Access Controls

Ticket Creation Buttons

Different user roles see different ticket creation options:⁠⁠​

Internal Users (Admin, Manager, Editor):

  • See "Add Ticket in PSA" button (opens PSA directly)[citation](#citation:208]

  • See "Email Ticket" button when service email is configured⁠⁠​

External Users (External Editor, External Read Only):

  • Cannot see "Add Ticket in PSA" button⁠⁠​

  • Only see "Email Ticket" button when service email is configured⁠⁠​

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