This article describes the security settings you can configure to grant or restrict access to Workforce Management features in Autotask, including Resource Planner, Assignment, and Smart Triage. It also documents the settings of the system security levels in your Autotask instance.
System security levels are not editable, but you can make copies and edit them to create custom security levels. Refer to:
Overview
Workforce Management features are available only when the Workforce Scheduler activation is enabled for your tenant. Access is governed by:
- License and Activations: Workforce Scheduler must be enabled at the tenant level (Customer Admin Activations and Internal Tools Activations).
- Security Level: The user's assigned security level (system or custom) determines access to Workforce Management pages.
- Direct URL Enforcement: Users without permission cannot access Workforce Management features, even via direct URL.
Settings
Can access Smart Ticket Triage Dashboard
About this setting
Select this check box to allow users to view the Smart Ticket Triage dashboard and analytics within Workforce Management. Users with this permission can access triage metrics, assignment suggestions, and AI-powered insights.
The listed settings are enabled by default for the following system security levels:
| Security Level | Permission |
|---|---|
|
Co-managed Help Desk |
|
|
Minimal Access |
|
|
Time & Attendance |
|
|
Team Member |
|
|
Contractor |
|
|
Private CRM |
|
|
Sales |
|
|
Service Desk User |
|
|
Project Manager |
|
|
Dashboard User |
|
|
Manager |
|
|
System Administrator, Full Access User |
|
|
API User |
|
Can submit and modify Smart Ticket Triage feedback
About this setting
Select this check box to allow users to submit feedback and suggestions, as well as modify previously submitted feedback, for the Smart Ticket Triage feature in Workforce Management. Users with this permission can help improve triage accuracy and AI recommendations by providing direct input to the product team.
The listed settings are enabled by default for the following system security levels:
| Security Level | Permission |
|---|---|
|
Co-managed Help Desk |
|
|
Minimal Access |
|
|
Time & Attendance |
|
|
Team Member |
|
|
Contractor |
|
|
Private CRM |
|
|
Sales |
|
|
Service Desk User |
|
|
Project Manager |
|
|
Dashboard User |
|
|
Manager |
|
|
System Administrator, Full Access User |
|
|
API User |
|
Can access Resource Planner
About this setting
Select this check box to allow users to access the Resource Planner calendar and scheduling features in Workforce Management. Users will see the Resource Planner option in the left navigation and can view and manage resource schedules.
NOTE Resource Planner is only visible if the Workforce Scheduler activation is enabled for your tenant. If disabled, the section will not appear for any users, regardless of security level.
The listed settings are enabled by default for the following system security levels:
| Security Level | Permission |
|---|---|
|
Co-managed Help Desk |
|
|
Minimal Access |
|
|
Time & Attendance |
|
|
Team Member |
|
|
Contractor |
|
|
Private CRM |
|
|
Sales |
|
|
Service Desk User |
|
|
Project Manager |
|
|
Dashboard User |
|
|
Manager |
|
|
System Administrator, Full Access User |
|
|
API User |
|
Additional Resources
- Contract security settings
- CRM security settings
- Inventory security settings
- Workforce Management security settings
- Project security settings
- Service Desk security settings
- Knowledge Base and Documents security settings
- Timesheet security settings
- Report security settings
- Admin security settings
- Other security settings
- Web Services API security settings
