# Roles and permissions

**Remote user:** user on the field requesting assistance. They usually use a mobile phone or headset 

**Expert:** user providing assistance

**Managers:** experts that have read rights in the group management area

**Group admin:** manages the users in their group(s)

**Customer:** remote user external to the organisation

**System Admin, System User**: system adminstrator roles, they have all permissions

**Access link users:** external users with limited accessibility

### **Permissions**

| **Feature**                                    | **GroupAdmin** | **Expert** | **RemoteUser** | **Customer** | **Manager** | **Access link user** |
| ---------------------------------------------- | -------------- | ---------- | -------------- | ------------ | ----------- | -------------------- |
| **View ticket**                                | **X**          | **X**      | **X**          | **X**        | **X**       | **X**                |
| **Create ticket**                              | **X**          | **X**      | **X**          | **X**        | **X**       | -                    |
| **Edit ticket**                                | **X**          | **X**      | **X**          | **X**        | **X**       | -                    |
| **Resolve ticket**                             | **X**          | **X**      | **-**          | **-**        | **X**       | -                    |
| **Reopen ticket**                              | **X**          | **X**      | **X**          | **X**        | **X**       | -                    |
| **Delete ticket**                              | **X**          | **-**      | **-**          | **-**        | -           | -                    |
| **Upload Media**                               | **X**          | **X**      | **X**          | **X**        | **X**       | **X**                |
| **Delete Media**                               | **X**          | **X**      | **X**          | **X**        | **X**       | -                    |
| **Send chat messages**                         | **X**          | **X**      | **X**          | **X**        | **X**       | **X**                |
| **Call**                                       | **X**          | **X**      | **X**          | **X**        | **X**       | -                    |
| **Add Participant to a call**                  | **X**          | **X**      | **X**          | **X**        | **X**       | -                    |
| **Share Screen during call (Web client)**      | **X**          | **X**      | **X**          | **X**        | **X**       | -                    |
| **Annotate Image**                             | **X**          | **X**      | **X**          | **X**        | **X**       | **X**                |
| **See your own groups**                        | **X**          | **X**      | **X**          | **X**        | **X**       | -                    |
| **See all groups**                             | **X**          | -          | -              | -            | **X**       | -                    |
| **Create Group (Web client)**                  | **X**          | **-**      | **-**          | **-**        | -           | -                    |
| **Edit Group (Web client)**                    | **X**          | **-**      | **-**          | **-**        | -           | -                    |
| **Delete Group (Web client)**                  | **X**          | **-**      | **-**          | **-**        | -           | -                    |
| **Add User to Group (Web client)**             | **X**          | **-**      | **-**          | **-**        | -           | -                    |
| **Remove User from Group (Web client)**        | **X**          | **-**      | **-**          | **-**        | -           | -                    |
| **View users**                                 | **X**          | -          | -              | -            | **X**       | -                    |
| **Create User (Web client)**                   | **X**          | **-**      | **-**          | **-**        | -           | -                    |
| **Create User from User Request (Web client)** | **X**          | **-**      | **-**          | **-**        | -           | -                    |
| **Delete User from User Request (Web client)** | **X**          | **-**      | **-**          | **-**        | -           | -                    |
| **Edit User (Web client)**                     | **X**          | **-**      | **-**          | **-**        | -           | -                    |
| **Delete User (Web client)**                   | **X**          | **-**      | **-**          | **-**        | -           | -                    |
| **Deactivate user (Web client)**               | **X**          | **-**      | **-**          | **-**        | -           | -                    |
| **Reactivate user (Web client)**               | **X**          | **-**      | **-**          | **-**        | -           | -                    |
| **Create Ad Hoc Link (Web client)**            | **X**          | **X**      | **-**          | **-**        | **X**       | -                    |
| **Deactivate Ad Hoc Link (Web client)**        | **X**          | **X**      | **-**          | **-**        | **X**       | -                    |
| **Reactivate Ad Hoc Link (Web client)**        | **X**          | **X**      | **-**          | **-**        | **X**       | -                    |
| **Change your own settings**                   | **X**          | **X**      | **X**          | **X**        | **X**       | -                    |
| **Environment Configuration (Web client)**     | **X**          | **-**      | **-**          | **-**        | -           | -                    |
| **Run reports**                                | **X**          | -          | -              | -            | **X**       | -                    |