Roles and areas¶

Qisutu distinguishes between anonymous access, customer accounts, and agent accounts. Administrative functions are available to agent accounts with the required group and program permissions.

Overview¶

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

Typical workflow¶

Anonymous sign-in, password reset, customer registration, and public forms. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Customer portal with tickets, replies, knowledge base, and preferences. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Agent area with ticket processing, customer and organization views, CMDB, and reports. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Administration area with system, master-data, and integration configuration. 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.