Permissions by Record Type

Incidents

Creating, Closing and Deleting Records

Incident - Create Incident Reports - The user can create incidents. If set to No, the Incident button will not appear in the ribbon for that user.

Incident - Close Incidents - The user can close incidents that they can edit.

Warning - Allow Incident Delete - The user can delete incidents. Take care when giving these permissions; there is no undo for delete. We recommend granting these permissions only when users need to delete a record and then setting this to No after that is done.

Editing and Reopening Records

Note: The “Incident - Disable Edit of Closed Incidents” Boolean preference determines whether closed records will be editable or read-only.

Incident - Edit All Incidents - The user can edit all incidents and their associated actions. They can also reopen all closed incidents.

Incident - Edit All Open Incidents - The user can edit all open incidents and any open associated actions.

Incident - Team Edit - If the user belongs to the team, they can edit open incidents.

Incident - Open a Closed Incident - Determines whether a user who does not have the “Incident - Edit All Incidents” permission can reopen a closed incident. The behavior of this permission depends on the setting for the “Incident - Disable Edit of Closed Incidents” Boolean preference:

• If the preference is True, users who have the "Incident - Open a Closed Incident" permission can reopen a closed incident if they also have the "Incident - Edit All Open Incidents" permission or if they are also an incident owner, incident creator or team member with the "Incident - Team Edit" permission.
• If the preference is False, the "Incident - Open a Closed Incident" permission has no effect. The user can reopen a closed incident if they are an incident owner, an incident creator or a team member with the "Incident - Team Edit" permission.

Field-level Permissions

Incident - Change Responsible Part - The user can edit the responsible part after the record has been created.

Incident - Change Owner - The user can change the field that identifies the incident owner.

Incident/Problem - Change Creator Name - The user can change the fields that identify the incident or problem creator.

Incident - Duplicate Repair/Replace Row - The user can duplicate line items in the Repaired/Replaced Parts table on the Incident page.

Incident/Problem - Allows Incident/Problem Association - The user can associate incidents with problems or problems with incidents.

Warning - Allow Repaired/Replaced Part Row Delete - The user can delete rows in the Repaired/Replaced Parts table. Take care when giving these permissions; there is no undo for delete. We recommend granting these permissions only when users need to delete a record and then setting this back to No after that is done.

Note: For serialized incidents, deleting a row removes the replacement part from the system configuration and restores the original part, unless the replacement part is from a different serialized system. In this case, the part will be removed from the system where it was replaced but not restored on the system that it came from.

These permissions apply to serialized incidents only:

• Incident - Override Automatic Warranty Determination - This permission applies to serialized incidents that are associated with a CSI record, assuming the display preference (CSI - Display Warranty Section) is enabled. If set to Yes, the user can change the “Under Warranty” determination (Yes or No) that is assigned automatically when the incident is created based on criteria established for the CSI record (see Integer Preferences).
• Incident - Update Location Information - The user can change the "Unit Location" that is automatically assigned based on the associated CSI record.
• Incident - Allow Serialized System Modifications - This permission applies when using the Repair or Replace Parts utility. For more information, see Repair or Replace Parts Utility in the user help.
• If set to Yes, the user can specify a replacement part from a source other than the current template. This modifies the current template (along with its serialized system) but does not change any other serialized systems that are based on this template. Once the part has been added, it will be available for use in any other systems that are based on the current template.
• If set to No, the user can only save the new part if it already exists in the template that the serialized system is based on.  

These permissions apply to serialized and part incidents:

• Incident - Edit Serialized Part Information - The user can specify serial / part numbers during incident creation.
• Setting this permission to No disables those fields and allows the user to create the incident without this information.
• Serial / part numbers can be selected later by a user who has this permission; the fields remain editable until the record is saved with part / serial numbers.
• Incident - Edit System Hours - The user can edit time/usage metrics after the record has been created.
• This permission only applies if the time/usage metrics are not auto-calculated or auto-populated (the Incident - Always Auto-calculate Time Metric [X] and Incident - Auto-populate Time Metric 1 preferences are set to False).
• If the Incident - Edit Serialized Part Information permission is disabled, the user will not be able to save time/usage metrics even upon incident creation.

Problems

Creating, Closing and Deleting Records

Problem - Create Problems - The user can create problems. If set to No, the Problem icon will not appear in the ribbon for that user.

Problem - Close Problem - The user can close a problem if they can edit the record.

Warning - Allow Problem Delete - The user can delete problems. Take care when giving these permissions; there is no undo for delete. We recommend granting these permissions only when users need to delete a record and then changing them back to No after that is done.

Editing and Reopening Records

Once a problem is closed, the record becomes read-only and cannot be edited until it is reopened (using the Reopen button) by a user who has the required permissions.

Problem - Edit All Problems - The user can edit open problems and associated actions. In addition, they can reopen closed records without having the "Problem - Open a Closed Problem" permission.

Problem - Edit All Open Problems - The user can edit open problems and associated open actions, but they will require the "Problem - Open a Closed Problem" permission to reopen records that are closed.

Problem - Team Edit - If the user belongs to the team, they can edit open problems and associated open actions, but they will require the "Problem - Open a Closed Problem" permission to reopen records that are closed.

Problem - Open a Closed Problem - The user can reopen a closed problem that they have permission to edit.

Field-level Permissions

Incident/Problem - Change Creator Name - The user can change the fields that identify the incident or problem creator.

Problem - Change Problem Owner and Priority - The user can set the owner and priority when creating a new problem and change the owner and priority for an existing one. If set to No, the user can still specify the problem's priority when creating a new record, but they can’t change it for an existing one.

Incident/Problem - Allows Incident/Problem Association - The user can associate incidents with problems or problems with incidents.

Problem - Edit FRB List - The user can edit the FRB lists for problems. The problem owner can always change the FRB lists, even if this permission is No.

Projects

Project - Create Projects - The user can create projects. If set to No, the Project icon will not appear in the ribbon for that user.

Project - Edit All Projects - The user can edit all open projects and associated actions, but they will require the “Project - Open a Closed Project” permission to  reopen closed records.

Project - Team Edit - If the user belongs to the team, they can edit open projects and associated actions, but they will require the  will require the “Project - Open a Closed Project” permission to  reopen closed records.

Project - Open a Closed Project - The user can reopen a closed project that they have permission to edit. If set to Yes, the Reopen button will be available.

Warning - Allow Project Delete - The user can delete projects. Take care when giving these permissions; there is no undo for delete. We recommend granting these permissions only when users need to delete a record and then changing them back to No after that is done.

Project - Change Creator Name: The user can change the name of the project creator.

Customer Support (CSI) Records

CSI - Create CSIs - The user can create CSI records if they also have the CSI - View Customer Support permission. If set to No, the Customer Support icon will not appear in the ribbon for that user.

CSI - Update/Edit Customer Support - The user can edit all customer support records and associated actions if they also have the CSI - View Customer Support permission.

CSI - View Customer Support - The user can view Customer Support pages.

Warning - Allow CSI Delete - The user can delete CSI records. Take care when giving these permissions; there is no undo for delete. We recommend granting these permissions only when users need to delete a record and then changing them back to No after that is done.

CSI - Edit Commission Date - The user can change the Commission Date for the serialized system.

CSI - Edit System Hours Report Date - The user can add time metrics reports to the CSI record.

• If set to Yes, the Add icon, , appears next to the time metrics field (Customer Support Summary section).
• If set to No, the user cannot manually add metrics reports, but they can still delete any reports that have been manually added.

CSI - Update Ship Date - The user can edit the Shipment Date, which appears in the Customer Support Summary section after the record is created.

Failure Analysis Records

Failure Analysis - Edit/Update Failure Analysis - The user can edit all failure analysis records and associated actions.

Actions

Creating and Deleting Actions for Specific Record Types

Action - Create CSI Action and Action - Delete CSI Action

Action - Create Failure Analysis Action and Action - Delete Failure Analysis Action

Action - Create Incident Action and Action - Delete Incident Action

Action - Create Problem Action and Action - Delete Problem Action

Action - Create Project Action and Action - Delete Project Action

Additional Permissions for Actions

If the user has the required permission(s) to edit the parent record (e.g., an incident), then they can also edit any action associated with that parent.

Action - Open a Closed Action - The user can reopen a closed action if they were able to edit the record when it was open.

Action - Change Action Association - The user can change the record that an action is associated with.

Action - Set/Alter Action Due Dates - The user can set and change the dates within an action. The owner of the record that the action is associated with can edit the action properties, even if the permission is set to No. In addition, a user who has permission to edit all records of a given type can also edit the action properties.