User Roles & Permissions
The User Roles & Permissions system in EduDesk provides granular access control, ensuring users have appropriate access to features based on their responsibilities within the organization.
Overview
EduDesk's role-based access control system:
Defines what actions users can perform
Restricts access to sensitive information
Customizes the user interface based on permissions
Allows for role customization (Pro & Premium tiers)
Default User Roles
EduDesk comes with five predefined roles:
End User
Basic role for teachers and staff who need to submit and track IT support requests.
Permissions:
Create and view their own tickets
Add comments to their tickets
Access the knowledge base
Update their profile information
View announcements
IT Staff
For technical support personnel who handle day-to-day ticket resolution.
Permissions:
View and process all tickets
Create and update knowledge base articles
Generate basic reports
View user information
Manage their assigned tickets
Access internal notes and resources
IT Administrator
For technical leaders who manage the IT support operation.
Permissions:
Full ticket management capabilities
User management within their school
Knowledge base administration
Report generation and analytics
System configuration
Automation rule creation
SLA management
School Administrator
For principals, directors, or other school leaders who oversee IT operations.
Permissions:
View all tickets and reports
Manage subscription and billing
Add/remove users
Configure school settings
Access all analytics
Manage departments and locations
Super Administrator
For district-level administrators managing multiple schools (Premium tier only).
Permissions:
Manage multiple schools
System-wide configuration
Access to all features and settings
Create and manage school administrators
Configure global policies
View cross-school analytics
Accessing Role Management
Log in with administrator privileges
Go to "Administration" in the main navigation
Select "Roles & Permissions"
Viewing Role Permissions
To see what permissions are assigned to each role:
Go to Roles & Permissions
Select a role from the list
View the permission matrix showing:
Feature access (Full, Limited, None)
Action permissions (Create, Read, Update, Delete)
Scope limitations (Own, Department, School, All)
Managing Default Roles
While you cannot delete default roles, you can modify their permissions:
Go to Roles & Permissions
Select the role you want to modify
Click "Edit Permissions"
Adjust permissions as needed
Click "Save Changes"
Note: Basic tier subscribers can only make limited adjustments to default roles.
Custom Roles (Pro & Premium)
Create specialized roles tailored to your organization's needs:
Creating a Custom Role
Go to Roles & Permissions
Click "Create Role"
Enter role details:
Role name
Description
Base role (optional, to inherit permissions)
Configure permissions for each system area:
Tickets
Knowledge Base
Reports
Users
Settings
etc.
Set scope limitations
Click "Create Role"
Editing Custom Roles
Go to Roles & Permissions
Select the custom role
Click "Edit Role"
Make necessary changes
Click "Save Changes"
Deleting Custom Roles
Go to Roles & Permissions
Select the custom role
Click "Delete Role"
Reassign users with this role to another role
Confirm deletion
Permission Categories
EduDesk organizes permissions into several categories:
Ticket Management
Create tickets
View tickets (own/department/all)
Update ticket status
Assign tickets
Delete tickets
Add comments (public/internal)
View internal notes
Set priority levels
Manage SLAs
User Management
Create users
View user profiles
Update user information
Deactivate/reactivate users
Delete users
Assign roles
Reset passwords
Manage user groups
Knowledge Base
Create articles
Edit articles
Publish articles
Delete articles
Manage categories
View usage analytics
Create templates
Reporting & Analytics
View reports
Create custom reports
Export reports
Schedule reports
Access sensitive data
View performance metrics
System Configuration
Manage school profile
Configure system settings
Set up integrations
Manage automation rules
Configure email templates
Set up custom fields
Subscription & Billing
View subscription details
Change subscription plan
Update payment information
Purchase add-ons
View billing history
Manage tax information
Role Assignment
Assigning Roles to Users
Go to User Management
Search for and select a user
Click "Edit User"
Select the appropriate role from the dropdown
Click "Save Changes"
Bulk Role Assignment
For updating multiple users at once:
Go to User Management
Select multiple users using checkboxes
Click "Bulk Actions"
Select "Change Role"
Choose the new role
Click "Apply Changes"
Advanced Permission Features (Premium)
Department-Specific Permissions
Customize permissions based on department:
Go to Roles & Permissions
Select "Department Permissions"
Choose a department
Customize role permissions for this department
Click "Save Department Permissions"
Time-Based Permissions
Grant temporary access for specific periods:
Go to Roles & Permissions
Select "Temporary Permissions"
Choose a user
Select additional permissions to grant
Set a time period
Click "Grant Temporary Access"
Permission Delegation
Allow certain users to grant specific permissions to others:
Go to Roles & Permissions
Select "Permission Delegation"
Choose which roles can delegate which permissions
Set delegation limits
Click "Save Delegation Settings"
Permission Auditing
Track permission changes for security and compliance:
Go to Roles & Permissions
Select "Permission Audit Log"
View a history of:
Role changes
Permission modifications
Role assignments
Temporary permission grants
Filter by date, user, or action
Export audit logs as needed
Best Practices
Security
Follow the principle of least privilege
Regularly audit user roles and permissions
Remove unnecessary permissions
Create custom roles instead of modifying default ones
Use temporary permissions for short-term needs
Organization
Create roles based on job functions, not individuals
Document your role structure and permission settings
Establish a clear process for requesting permission changes
Review and update roles when job responsibilities change
Implementation
Start with default roles before creating custom ones
Test custom roles before wide deployment
Train administrators on permission management
Create a permission matrix document for reference
Troubleshooting
Common Issues
Access Denied Errors
If a user cannot access a feature they should have permission for:
Verify their assigned role
Check if the permission is explicitly granted
Look for conflicting permission settings
Ensure the feature is available in your subscription tier
Clear browser cache and cookies
Excessive Permissions
If a user has more access than they should:
Review their assigned role
Check for temporary permissions that haven't expired
Verify they aren't assigned to multiple roles
Check department-specific permission overrides
Role Management Issues
If you cannot create or modify roles:
Verify you have administrator privileges
Check your subscription tier limitations
Ensure you're not trying to modify protected system roles
Contact support if problems persist
Getting Help
For assistance with roles and permissions:
Review the detailed permissions guide in the Knowledge Base
Contact support at support@edudesk.org
Schedule a consultation with our security team (Premium tier)