How do I create a custom role and assign permissions?

Each permission in the system has specific dependencies. You must assign prerequisite permissions before enabling dependent permissions. At the bottom of the page you can find a detailed table of permissions, their descriptions, and dependencies.

How do I create a custom role:

Go to ''Access Management'' and click on ''Roles''
Click on the ''+Add Role'' button
Provide Role Details:
1. Enter the name of the role
2. Add a description for the role
3. Choose permissions that align with the responsibilities of the role you’re creating

Some permissions require other permissions enabled to function correctly. For example:

To grant the Edit Domain permission, the user must also have the following permissions:

View Issue Properties
View Users/Groups with a Role on the Issue

All dependency rules are displayed on the right-hand side, enclosed in brackets.

Custom Workflows is a feature accessible to certain packages only, reach out to your Customer Success Manager for further information.

Permission	Description	Dependencies
View issue properties	Can view the issue properties below: domain, assignee, status, resolution, summary, description, labels, closed timestamp, acknowledged timestamp, received timestamp, created timestamp, updated timestamp, due date timestamp	None
Edit Domain	Grants users permission to change domains for issues.	View issue properties, View users/groups with a role on the issue
Edit Status, Resolution, and Data Retention	Grants access to edit status, resolution, and data retention fields.	View issue properties
Edit issue properties	Grants permission to modify issue properties below domain, assignee, status, resolution, summary, description, labels, closed timestamp, acknowledged timestamp, received timestamp, created timestamp, updated timestamp, due date timestamp	View issue properties, View users/groups with a role on the issue
View issue custom fields	Permission to view custom fields in an issue.	None
Edit issue custom fields	Permission to modify custom fields.	View issue custom fields
View report overview	Permission to access details of the report which includes Intake channel, Reporter language, Last updated, Source, and close on date	None
View report messages	Permission to access messages in a report.	View report overview
View reporter intake form	Permission to view forms submitted by the reporter.	View report overview
Reply to reporter	Permission to send messages to the reporter.	View report messages
End communication with reporter	Permission to end communication with the reporter.	View report messages
Request human translation	Permission to request human translations for report messages	View report messages
View issue documents	Permission to access documents related to an issue.	None
Add issue documents and folders	Permission to upload documents and create folders.	View issue documents
Delete own issue documents	Permission to delete documents uploaded by the user.	View issue documents
Delete all issue documents	Permission to delete any document in the issue.	View issue documents
Delete issue folder	Permission to delete folders in the issue.	View issue documents
View linked issues	Permission to view linked issues section.	None
Add linked issue	Permission to link another issue.	View linked issues
Remove linked issue	Permission to unlink an issue.	View linked issues
View issue comments	Permission to view comments on the issue.	None
Add issue comments	Permission to add comments to the issue.	View issue comments
Delete own issue comments	Permission to delete comments added by the user.	View Issue comments
Delete all Issue comments	Permission to delete any comment on the Issue.	View Issue comments
View Issue Forms	Permission to access Forms related to an Issue	None
Add Issue Form	Permission to add Forms to an issue	View Issue Forms
Edit Issue Form Fields	Permission to modify fields within an Issue form	View Issue Forms
Remove Issue Form	Permission to delete a form from an Issue	View Issue Forms
View users/groups with a role on the Issue	Permission to see users and groups assigned roles on an Issue	None
Add user access on the Issue	Permission to assign a role to a user or group at Issue level	View users/groups with a role on the issue
Remove user access on the issue	Permission to remove a role from a user or group at issue level.	View users/groups with a role on the issue
View Issue history	Permission to see the activity log and history of an issue.	None
Add sub-issue (task) in parent Issue	Permission to create sub-issues/tasks	View Issue properties
Extract issue as PDF	Permission to generate a PDF version of the issue. (the extract will only contain data included in to the permissions)	Either of these permissions View Issue properties View report overview View Issue Custom Fields View linked Issues View Issue Forms View Issue comments View Issue documents View Issue history View report messages View reporter intake form
View analytics	Permission to see all elements of analytics, but only data regarding to the issues the user has access to	None
Download analytics report	Permission to download all elements of analytics, but only data regarding to the Issues the user has access to	None
Download Issues overview	Permission to export an overview of Issues	View Issue properties OR View report overview OR View Issue custom fields (the extract will only contain data included in the permissions)
Add Issue	Permission to create manual Issues	None
Import Issues	Permission to import Issues in bulk	None
Create and customise filters	Permission to create and manage custom filters	Either of these permissions View Issue properties View report overview View Issue Custom Fields View linked Issues View Issue Forms View Issue comments View Issue documents View Issue history View users/groups with roles on the Issue