Security

CFTicket 2 has been designed with special care in order to ensure that your customer data is secure and accessible only to those with access. CFTicket is full of security features that can limit which users can see which tickets. There are multiple layers of security which will be broken down here.

Each user can be assigned to a group or to multiple groups. Each group is given a set of permissions, ranging from being allowed to change certain ticket properties, to full blown administrator access. A user may be assigned to groups in order for the user to gain the functionality needed for their role.

A typical example is a manager of a certain part of your company. In this example, let's say the manager is part of the Sales team. CFTicket 2 can be setup to have a Sales group as well as a Manager group. The sales group has access to take tickets that come in the Sales queue and change their properties. The Manager group has access to change certain configuration areas of CFTicket. In our example, the manager can be assigned to both the Sales and the Manager group, which would give the manager the ability to take tickets in the Sales queue, change ticket properties, and also configure parts of CFTicket. In our example, salespeople would be assigned to only the Sales group and could not change configuration options.

It may be necessary for only certain users to have access to certain queues. It would not make sense for the salespeople to have access to the technical support queue, and vice versa. CFTicket 2 will allow you to assign a READ, WRITE, or NONE access level for each individual user to each queue. If you give a user WRITE access to a queue, they have full access to that queue, given the group they are assigned to. READ access will not allow a user to change ticket properties, regardless of their group. The NONE access level completely removes any trace of the queue to the user. They will not see the queue listed anywhere, nor will they be able to access the tickets in the queue.

One important feature in CFTicket is its ability to "remove" ticket access from anyone that shouldn't have it. This means that if a ticket is in a queue that a user does not have access to, the ticket essentially does not exist to that user. CFTicket controls all access points to a ticket and only allows those users with access to a ticket to be able to view the ticket.