Support

Documentation

Permissions

In this section you can determine the default permissions of each Joomla! User Group for all Akeeba Ticket System categories. If you prefer to define these settings per category remember to NEVER use a Deny rule here. A Deny rule here will override Allow in children user groups and categories. If you want to deny access just leave the default value, Inherited. Inherited (denoted by a faded "no entry" symbol next to it) is also known as a "soft deny" and will deny access unless you provide an explicit Allow in a child User Group or a category.

Configure ACL & Options

Allows the user to access the Options page of the interface and change the Permissions.

Support Staff

The user is a member of the support staff a.k.a. a ticket manager. It allows the user to view and reply to any ticket, even Private tickets; submit attachments; submit new tickets, public and private; edit, delete, publish and unpublish tickets, posts and attachments; make tickets public or private; change the ticket status; edit ticket properties; access Canned Replies; assign and be assigned to tickets; receive email notifications.

When a user has this permission it overrides the settings for the Create, Delete, Edit, Edit Own, Edit Own Ticket, Edit Own Post, Edit State, Create Private and Create Attachment permissions.

When this permission is allowed in the component options (as opposed to just in a category) it also allows the user to access the backend interface of Akeeba Ticket System i.e. it acts exactly like the “Access Administration Interface” permission in other components.

Since this permission corresponds to Joomla's core.manage permission by default only the Administrator and Super User groups (or other groups explicitly granted the Access Administrator Interface / core.manage permission globally) will be able to manage tickets in Akeeba Ticket System.

Create

The user can create new tickets and reply to their own tickets in the frontend. The user can create new items of any type in the backend.

Delete

The user can delete tickets, posts and attachments.

Edit

The user can edit items, including tickets and posts, created by anyone — be it themselves or a different user.

Edit Own

The user can edit items other than tickets and posts which they created themselves in the backend interface of Akeeba Ticket System. For example, canned replies and automatic replies.

Edit Own Ticket

The user can edit the ticket information on tickets they submitted themselves (the limits set in the Frontend options do not apply to these users).

Edit Own Post

The user can edit the posts on tickets they submitted themselves (the limits set in the Frontend options do not apply to these users).

Edit State

The user can publish/unpublish any item in the backend or frontend of Akeeba Ticket System.

Create Private

The user is allowed to create private tickets. Requires the Create permission.

Create Attachment

The user is allowed to upload attachments. This permission only takes effect in the Professional version.

Support Staff

The user is a member of the support staff. It allows them to view and reply to any ticket, even Private tickets; submit attachments; submit new tickets, public and private; edit, delete, publish and unpublish tickets, posts and attachments; make tickets public or private; change the ticket status; edit ticket properties; access Canned Replies; assign and be assigned to tickets; receive email notifications.

When this permissions grants user the ability to do something (such as editing a ticket) but the other permissions deny it this permission wins. That is to say, giving someone the support staff permission will override a hard Deny setting on Create, Delete, Edit, Edit Own, Edit Own Ticket, Edit Own Post, Edit State, Create Private and Create Attachment privileges.