Access Levels

Security levels requiring a Revelation license

Security levels NOT requiring Revelation license

 

Revelation supports different security levels; six require licenses, two are for clients and do not require a license. There are five internal security levels and three external security levels.

 

Security levels requiring a Revelation license

Internal security levels:

• User

• • Regular Helpdesk technician

  • Log a ticket, Search, Interact with the system per its configured capabilities

• Manager - User rights plus:

• • Ability to run reports

  • Ability to see Ticket Manager (if active)

• Report Builder Manager - Manager rights plus:

• • Ability to see Report Builder reports, but cannot create them

  • • If Report Builder is not active, this option is not visible.

• Administrator: System access for many modules

• • Can configure certain areas of Revelation

  • Access to certain Admin areas

• Super Administrator: Full system access for all modules

• • Can configure Revelation

  • Full access to Admin area

As a Super Administrator, you can set the End User's interface options. This is done under the Self-Service tab in the Admin area.

 

External Security Level

• Staff Plus

• • A hybrid user right, designed to give external users internal capabilities within Revelation.

  • This level requires a Revelation license.

  • Staff Plus can only be added by an Internal Administrator. If a client wishes to add or change the status of a Staff Plus user, they must contact an Internal Administrator.

  • Staff Plus can interact with Revelation with the same 'view' as an internal User EXCEPT they can only see tickets and use the Search related to what they have been given rights.

  • Regarding the Message Feed: Staff Plus users will see messages posted to their team, ticket monitor and messages posted to the client associated with the Staff Plus user.

 

An Internal Admin can assign a Staff Plus user rights to multiple clients if they wish. This is especially useful for a contractor or an internal help desk that has someone they want to allow to see only certain departments rather than the whole system.

Security levels NOT requiring Revelation license

External Security Levels

• End User

• • Only sees their own tickets

  • Can log tickets only for themselves

  • See own ticket history

• End User Admin (for users in their organization)

• • Can see all tickets

  • Can log tickets for other users

  • Can see the ticket history for all users

  • Manage their organization within Revelation - add new users, disable users, assign external user rights