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Granular permissions

Granular permissions grant access at the level of individual ticket types inside a space (Workflow) . They let you split rights between users more precisely.

Quick setup

1. Create a ticket type

  1. Go to Administration → Ticket types
  2. Create a new ticket type or use an existing one
  3. Select the Space (Workflow) from the dropdown
  4. Save

2. Grant permissions

  1. Open the space settings (⚙️)
  2. Open the Permissions tab
  3. Click Add user or Add group
  4. Fill in the form:
    • Ticket type: select the required ticket type (optional)
    • User or Group: select the permission recipient
  5. Save

Important: If Ticket type is empty, permissions are granted for the entire space (Workflow).

Purpose

In the standard permission model, access to a space (Workflow) automatically opens all tickets in that space.

Granular permissions let you:

  • Give a user access only to tickets of a specific type inside the space
  • Split responsibility between teams without creating separate spaces
  • Run specialized support groups in a single space
  • Keep data confidential between departments

How it works

Access hierarchy

The system checks ticket access in this order:

1. System administrator → access to everything
   ↓
2. Ticket owner or assignee → access to their ticket
   ↓
3. Space (Workflow) owner → access to all tickets in the space
   ↓
4. Granular permissions for a ticket type → access to tickets of that type
   ↓
5. Space (Workflow) permissions → access to all tickets in the space

Access types

1. Space owner (Workflow Owner)

The user who created the space or is set in the Owner field automatically gets:

  • Full access to all tickets in the space, regardless of type
  • The ability to edit space settings
  • The ability to manage space permissions

2. User with granular permissions

A user or group with permissions for a specific ticket type gets:

  • Access only to tickets of that type
  • The ability to create tickets of that type
  • The ability to view, comment on, and process tickets of that type
  • No access to other ticket types in the same space

Important: If a user has only granular permissions (with a ticket type set), they will not see tickets without a type or with another type.

3. User with space permissions

A user or group with permissions for the entire space (no ticket type selected) gets:

  • Access to all tickets in the space, regardless of type
  • Access to tickets without a type, if any exist

Configuring granular permissions

Step 1: Prepare ticket types

  1. Go to Administration → Ticket types
  2. Make sure the required ticket types exist and are linked to the space
  3. For each ticket type specify:
    • Name — display name
    • Space (Workflow) — the space the type belongs to
    • Description (optional)

Important: The ticket type must be linked to a space before it can be used in granular permissions.

Step 2: Grant permissions

  1. Open space settings (⚙️)
  2. Open the Permissions tab
  3. Click Add user or Add group
  4. Fill in the form:
    • Space (Workflow) — selected automatically
    • Ticket type — select a type for granular permissions (optional)
    • User or Group — select the recipient
  5. Save

Note: If Ticket type is left empty, permissions are granted for the entire space (access to all ticket types).

Step 3: Verify access

After permissions are configured:

  • The user sees only the spaces they can access
  • Opening a space shows only tickets of the allowed types
  • Creating a ticket offers only the allowed ticket types

How permissions look in the UI

In the space permission list, granular rights are shown with the ticket type:

Ivan Petrov
Ticket type: Equipment request

Group: Software Team
Ticket type: Software request

Maria Sidorova
(Permissions for the entire space)

Backward compatibility

The system stays compatible with existing permissions:

  • Older permissions without a ticket type still mean access to the entire space
  • Tickets without a type or with a type the user cannot access:
    • Are visible to users with space-wide permissions
    • Are visible to ticket owners (owner, responsible)
    • Are not visible to users with granular permissions for specific types
  • Space owners keep full access regardless of ticket types

Limits and recommendations

Limits

  • Granular permissions work only for tickets that have a ticket type
  • You cannot grant permissions for a ticket type that is not linked to the space
  • A user with granular permissions will not see tickets without a type or with another type
  • A ticket always has a ticket type (required field), so granular permissions are more reliable than checks through services

Recommendations

  • Migrating existing spaces:

    • Before enabling granular permissions, make sure tickets have the correct type
    • You can first grant space-wide permissions, then move users to granular access

  • Designing the structure:

    • Design ticket types before you start
    • Avoid creating too many ticket types
    • Use types to split functionality inside a space

  • Combining approaches:

    • A user can have permissions for several ticket types at once
    • Individual and group permissions can be combined
    • You can keep some users with full space access and others with granular access

See also: Permissions | Ticket types | Space (Workflow) | Ticket