Users, teams, and roles

Users are the accounts allowed to sign in to your tenant, teams group the people who handle tickets, and roles determine what each user is allowed to do. All three are managed in the Administration group: Users, Teams, and Roles.

Who can manage them

Adding and editing users requires the Manage users permission, managing teams requires Manage teams, and managing roles requires Manage roles. By default only Tenant Admin has all three. Service Desk Admin and Auditor can view the three pages without changing them.

Users

The Users page shows each tenant member's Name, Email, Status, and Role. You can search the list by name or email, filter it by status or role, sort it, and group it by status.

Adding a user

1. Click New user.
2. Fill in Email and Name.
3. Leave the Initial password empty to send an email invitation, or fill in at least 8 characters if you'd rather pass the password on yourself.
4. Choose one or more Roles.
5. Click Save.

Without an initial password, the user receives an invitation email with a link to create their own password. Until they open it, the user list marks them Invitation pending; open that user's row and click Resend invitation if the email went missing or the link expired.

If the email already has a RANCAQ account, for example in another tenant, that account is added as a member of your tenant, its password does not change, and the user receives a notification email.

Editing a user

Click a user's row to open Edit user. The email cannot be changed. You can change:

• The Name shown in this tenant.
• Reset password: leave it empty to keep it unchanged. Resetting the password revokes all of the user's sessions, so they have to sign in again.
• Membership status: Active or Inactive. An inactive user cannot work in this tenant, but their data stays stored.
• Roles: add or revoke roles.

Users are not deleted; deactivate their membership instead.

Teams

Teams are used for ticket assignment and queues: a ticket is assigned to one of the teams, and its members see the team's tickets in their queue. See Ticket queue.

1. Click New team, or click a team's row to edit it.
2. Fill in Name (must be unique) and Description.
3. Choose the Members. Only active tenant members can become team members.
4. Click Save.

Delete removes the team together with its memberships.

Roles and permissions

The Roles & permissions page shows each role, its Key, and the permissions it holds. Built-in roles are marked system default.

Permissions are "denied unless checked": a user may only do what one of their roles allows. If a user has several roles, their permissions are combined.

Creating a custom role

1. Click New role.
2. Fill in the Key: lowercase letters, digits, or underscores. The key cannot be changed after creation.
3. Fill in Name and Description.
4. Check the permissions you need.
5. Click Save.

Custom roles can be deleted; the role is then revoked from every user who has it. Built-in system roles cannot be deleted, but their name, description, and permissions can be changed.

Built-in roles

Every new tenant receives the following seven roles.

Every change to users, teams, and roles is recorded in the Audit log.