Program configurations

Registered programs can be configured for visibility and permission assignment.

Overview

This page explains how to use Program configurations and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

  1. View the program list. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

  2. Edit a program configuration. Open the existing record, change only the required fields, and check dependent assignments before saving.

  3. Understand the account type, group, mode, and permission key. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes

  • Visible menu items and actions depend on the signed-in agent’s group and program permissions.

  • Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

  • After making changes, test at least one realistic use case with a user in the affected role.

Program configuration form