Client and Site Job Visibility

Once a job has been logged, it will be only be visible to certain people, based on a number of factors.

Clients

By default, the Primary Client of a job is able to view the job via the Web Portal.

A client will automatically become the Primary Client when:

• The client has logged a job directly via the Web Portal,
• The client has sent an email that has been automatically converted into a job via the Email Manager
• The client has been linked to a Job Template as the Primary Client, and that Job Template has been used by any HelpMaster module (Desktop,Web Portal, Email Manager, Priority Mangager, Triggered Events, Workflow, API, or WebAPI)
• The client has been added to the job manually as either the Primary Client, or a non-Primary Client and they have viewing permission
• The job has been linked to a site where the client has Site-wide viewing permission

Staff

By default, staff can view and edit a job if…

• The jobs is assigned to them
• The job is assigned to the “Unassigned Skillgroup” that they are part of of
• The job is assigned to a Skillgroup that they belong to
• The Staff member has global visibility settings via the Application Security Role they are linked to