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In OneDesk, your users can have user-level permissions. First, in OneDesk, you share data with users or teams at the project-level, allowing you to control which teams or users get access to what projects and what roles they will have inside that project. For example, one user could be project manager in one team or project, a standard member in another, and have no access to a third. Remember users won’t see items in projects which are not shared with them.
It is important to also understand the distinction between project roles and application access permissions. The application access controls allow users to access the different applications inside OneDesk. User applications as you may know are these applications on the left side of your OneDesk here. I will discuss the differences.
First, you can assign project roles in the Users application. Select the Users application. Here, you can double-click on a user to open up their detail panel.
For every team that a user is in, you can decide which role they will have. It is best practice to share projects on a team basis. This way, when you assign a team to a project, their roles are already set. See our videos on sharing projects for details on sharing.
You can assign an individual as Project Manager, Project Lead, Standard Member, or Restricted Member.
Project Managers have full access to all data and permissions in the project. They are also able to add or remove other members and change their project roles.
Project Leads also have full access to all data and permissions, however, they are NOT able to add or remove members or adjust project roles.
Standard Members are able to access all data within the project but can only modify tickets and tasks that were created by them or assigned to them.
Restricted members have access to all data within the project but cannot modify any data. They are, however, able to participate in discussions on tasks and tickets in the project.
While it is best to share projects on a team basis. If you have shared a project with an individual, you can also configure their permissions within individual projects. Select Manage Projects. Here you see the projects shared on a team basis or on an individual basis. The same permission levels are available for individual projects.
Next, let me explain the difference between project level roles and application permissions.
For Non-Administrator level users, you can configure permissions to each of these user applications themselves.
There are some default permissions for non-admins. They get limited access to the financials app for example. What do these permissions mean? Well, it depends on the application. Full access as the name implies means no restrictions, standard access means access but with some restrictions, while limited access generally means the application is hidden. But make sure to read the tool tips to learn more. For example in the Financials application there is either full access or limited access. Limited access means that the Financials application is completely hidden from this user. While in the Messenger application Limited access does not hide the application but it means the user cannot send messages to customers, or edit messages. This way they can only send internal messages to other users.
Lastly you can also configure whether or not to allow a non-admin to publish items or manage macros.
Let us know if you have any questions by reach out through live chat or at support@onedesk.com