Permissions reference

Pro

This feature is part of JS Support Ticket Pro.

These are the permissions you tick on a role or a staff member. The middle column is how the permission appears on the form; most show as raw names. Joomla Super Users can do everything below whether or not anything is ticked.

Known problem in 1.3.0

The component checks permissions by different names from the ones it saves (it asks for “Add Ticket” while the form stores ADD_TICKET), so in 1.3.0 a staff member who is not a Super User is refused wherever a permission is needed. The table describes what each permission is meant to allow, from where the code checks it. This has been reported to the developer.

Ticket section

Permission	On the form	Allows
Add tickets	ADD_TICKET	Raising a ticket for a customer from the staff side, and the Submit Ticket link on the staff dashboard.
Edit tickets	EDIT_TICKET	Editing a ticket’s details and a posted reply, changing its status from the ticket page, linking tickets, deferring a ticket and removing attachments.
Close tickets	CLOSE_TICKET	Closing a ticket.
Reopen tickets	REOPEN_TICKET	Reopening a closed ticket.
Reply	REPLY_TICKET	Posting replies to the customer.
Assign tickets	ASSIGN_TICKET_TO_STAFF	Assigning a ticket to a staff member.
Transfer department	TICKET_DEPARTMENT_TRANSFER	Moving a ticket to another department.
Mark overdue	MARK_OVERDUE	Marking a ticket overdue, and clearing the mark.
Mark in progress	MARK_INPROGRESS	Setting a ticket to In Progress.
Change priority	CHANGE_TICKET_PERORITY	Changing a ticket’s priority.
Unban e-mail	UNBAN_EMAIL	Opening the banned e-mail list and its log, and removing an address from it.
Delete tickets	DELETE_TICKET	Deleting tickets, and deleting individual replies.
Ban and close	BAN_EMAIL_AND_CLOSE_TICKET	Banning a customer’s address (from a ticket or the banned list) and banning and closing in one step.
Lock tickets	LOCK_TICKET	Locking and unlocking a ticket.
Attachments	Attachment	Attaching files on the staff ticket form.
Internal notes	POST_INTERNAL_NOTE	Adding internal notes.
Due date	DUEDATE_TICKET	Setting a due date on the staff ticket form.
View tickets	VIEW_TICKET	Opening the staff ticket list and ticket pages at all.
Only assigned tickets	SHOW_ONLY_ASSIGN_TICKETS	Nothing: no code checks it in 1.3.0.
All tickets	SHOW_ALL_TICKETS	Seeing every ticket, not only those in the person’s departments, assigned to them or watched by them. Also needed to export tickets.
Release tickets	RELEASE_TICKET	Nothing: no code checks it in 1.3.0.

Staff section

Permission	On the form	Allows
Add roles	Add Role	Creating roles.
Assign role permissions	ASSIGN_ROLE_PERMISSIONS	Changing which permissions a role has. Only permissions the person holds can be given.
Edit roles	EDIT_ROLE	Editing roles.
Assign roles	ASSIGN_ROLE_TO_USER	Choosing the role on a staff member’s front-end form.
Add staff	ADD_USER	Adding staff members.
Edit staff	EDIT_USER	Editing staff members.
Assign staff permissions	ASSIGN_USER_PERMISSIONS	Changing a staff member’s permissions. Only permissions the person holds can be given.
Add departments	Add Department	Creating departments.
Edit departments	EDIT_DEPARTMENT	Editing departments.
Delete departments	DELETE_DEPARTMENT	Deleting departments.
View departments	VIEW_DEPARTMENT	Opening the department list.
Delete roles	DELETE_ROLE	Deleting roles.
Delete staff	DELETE_USER	Deleting staff members.
Mail to staff	MAIL_TO_STAFF	Nothing: no code checks it in 1.3.0. Internal mail uses ALLOW_MAIL_SYSTEM.
View roles	VIEW_ROLE	Opening the role list and a role’s permissions.
View staff	VIEW_USER	Opening the staff list and a staff member’s permissions, the customer links in the staff ticket list, and the user exports.

Knowledge base, FAQ, download and announcement sections

Each content type has the same four permissions: add, edit, view and delete.

Section	On the form
Knowledge base categories	ADD_KB_CATEGORY, EDIT_KB_CATEGORY, VIEW_KB_CATEGORY, DELETE_KB_CATEGORY
Knowledge base articles	ADD_KB_ARTICLE, EDIT_KB_ARTICLE, VIEW_KB_ARTICLE, DELETE_KB_ARTICLE
FAQs	Add FAQ, EDIT_FAQ, VIEW_FAQ, DELETE_FAQ
Downloads	Add Download, EDIT_DOWNLOAD, VIEW_DOWNLOAD, DELETE_DOWNLOAD
Announcements	Add Announcement, EDIT_ANNOUNCEMENT, VIEW_ANNOUNCEMENT, DELETE_ANNOUNCEMENT

View opens the list, Add and Edit open the form for a new or an existing item, and Delete removes items. Editing a knowledge base article also covers removing its attachments and restoring an older revision.

Mail section

Permission	On the form	Allows
Mail system	ALLOW_MAIL_SYSTEM	The internal staff mail (inbox, outbox, compose). In the administrator it also opens Email → System Emails, Mail Inbox and Email Tickets.

Work without a permission of its own

Some features are checked against a permission name that is not in the lists above, so no role can grant them. In practice only Super Users can:

• merge tickets, edit a reply on the administrator side, and edit logged time,
• manage tags, watchers and saved views on a ticket,
• apply an SLA rule to a ticket,
• print a ticket from the staff side,
• view, add, edit or delete private credentials on a ticket,
• open the feedback list on the front end,
• open the staff and department reports, and export them.

These administrator screens are for Super Users only: System → Settings, help topics, priorities, ticket statuses, automation rules, organisations, integrations, custom fields, e-mail templates and GDPR requests.

Canned responses need no permission: any staff member can use them.