The Nexeed Ticket Management module can be used to manage tickets generated both manually and automatically in the background. A ticket contains a description of a task or problem and is assigned to a resolving group.
Main Function
Roles and permissions
All modules of the Nexeed Industrial Application System are based on permissions. Depending on the permissions, different functions are available in a module.
To enable functions, the user is assigned a role based on the desired permission. Permissions are managed in the Nexeed Multitenant Access Control module.
The standard configuration of the module includes the following roles:
Authorization |
Ticket |
Ticket |
Ticket |
|---|---|---|---|
Call up the Ticket Management menu item |
x |
x |
x |
Add, edit, assign, delegate, return and resolve tickets associated with the user or one of its associated groups. |
|
|
x |
View all tickets |
|
|
x |
View ticket escalation |
x |
x |
x |
Add ticket escalation |
|
|
x |
Change ticket escalation |
|
|
x |
Delete ticket escalation |
|
|
x |
Add, download, and delete attachments |
|
|
x |
Add, configure, and delete maintenance status widgets |
x |
x |
x |
Full access and change rights to all tickets. |
|
|
x |
In addition to the standard roles, there are three other roles that can be assigned to a user, a group, or another Nexeed IAS module.
Authorization |
Ticket Reader |
Ticket Creator |
Ticket Modifier |
Ticket Context |
|---|---|---|---|---|
View all tickets |
x |
|
|
|
Add tickets |
|
x |
|
|
Edit all tickets |
|
|
x |
|
Create and change ticket domain |
|
|
|
x |
Additional roles and authorizations can be created via the integration of an Access Control List (ACL): Facility-Related Access Control.