System security levels

The Autotask champion or overall Autotask System Administrator. This security level provides the most comprehensive access to Autotask features and data.

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Full

Administrator

The Full Access security level was designed as a backup to your Autotask Administrator security level. We recommend that you do not assign it to resources.

Full Access allows access to all basic System Administrator level security options; it does not automatically provide access to all optional features, for example, the Client Portal.

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All except optional features

Administrator

Resources and integration partners who will work only on integrations via the Autotask Web Services API and will not need to access Autotask via the UI.

API Users can access your Autotask data via the API only; there is no login to the Autotask UI.

API Users can create but cannot be assigned to data, for example, a ticket or time entry. They only appear on ticket data selectors for the Created by field. They can be assigned as Timesheet Approvers.

The API User (system) security level grants full access to all Autotask data, including internal costs, for the roles to which it belongs. If you need to grant API User access to an integration partner, but you prefer that they not have the ability to view your internal cost data, use the API User (system) Can't Read Costs (API-only) role.

NOTE   Access to the Autotask API is limited to API User security levels.

IMPORTANT  Refer to The API tracking identifier before you assign this security level.

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Full Access to modules and features (with the exception of LiveReports), along with System Administrator level permission to view Time Entries.

Access to protected Device UDFs, which may store sensitive data, is not granted by default. Access is granted separately by resource. Refer to Viewing protected data.

If Proxy time entry is enabled for System Administrator, API User can add time entries. If Proxy permission is for Timesheet Approvers only, API User must be a timesheet approver for the resource.

There is no LiveReports tab on the Edit API User Security Level page, and there are no LiveReports permissions under Reports.

The API User (system) can be enabled for Webhooks. An API security level is enabled for this setting to be displayed, and version 1.6+ of the API must be used. For information about Webhooks, refer to the Webhooks section in Developer Help for SOAP API, REST API, ExecuteCommand API and Report Data Warehouse.

API User

There is no per seat charge for resources using the API User license type, and no limit to the number of resources to which it can be assigned.

You can create up to 50 different security levels based on the API User license type.

Integration partners who should have the full functionality of an API User (system) (API-only) account but should not have the ability to view your internal cost data

Same as API User (system) (API-only) but with the following exceptions:

• Calls to Query will return no data for cost fields.

• The API will ignore calls to Update for cost fields.

Resources who need to create contracts and manage the billing process

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Financial and billing-related features

Executive

Resources who create and manage projects

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None

Professional

Users who work with tickets, tasks, projects, service calls, or schedule customer-facing work

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None

Professional

Salespeople who should only have access to data related to organizations and opportunities for which they are the account manager or opportunity owner

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None

Professional

Technicians who work on tasks and tickets but do not manage projects or manage your help desk

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None

Team Member

Users who work on tasks, tickets, and service calls they are assigned to as a resource.

They can track time, expenses, and charges, and add notes and attachments. They can also use ticket-related tools such as Forward/Modify. All other permissions are set to None, including Ticket Search, access to organization information, and access to any standard reports.

Assignments must be accessed from the My Work dashboard tab or the My

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None

Team Member

Resources who are not employees of your company, but contractors.

Contractors are able to view tasks and tickets they were assigned and track their time on them, but they have no access to your Autotask instance.

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None

Contractor

End client contacts who need to have comprehensive access to specific named organizations, plus the tasks and tickets to which they are directly assigned.

Co-managed security levels limit user access to only specific named organizations. They provide an alternative to making a customer IT person a Taskfire Administrator. They now have the power of a full Autotask license at their disposal, while at the same time the security concerns of the MSP are addressed. As always, the (system) security level cannot be modified, but it can be copied, and the copy can be edited.

IMPORTANT  It is possible to add Admin permissions to copies of Co-managed Help Desk security levels, but for obvious reasons, we advise against it!

Users with the Co-managed Help Desk (system) security level have access to:

• The views and options defined by their security level. For a description of the Co-managed Help Desk (system) security settings, refer to Security settings and object permissions and its linked topics.
• The organizations associated with their user account on the Co-managed Setup page. Refer to Co-managed setup.

Users with the Co-managed Help Desk (system) security level are automatically added to the account team of any associated organization (with Co-managed appended to their name), and cannot be removed.

Using Ticket Category Override to control viewing of fields

Optionally, you can create one or more special ticket categories for co-managing users that hide or show additional ticket fields, and assign them as a Ticket Category Override to the user.

• Ticket categories determine the screen layout and data presentation on tickets, and also determine which fields are available to these resources in the column choosers on the Ticket Search page and ticket widget drill-in tables.
  

• Users with Co-managed Help Desk permissions, unlike other security levels, are not able to select a different ticket category that would expose additional fields on their Profile page.

Ticket Category Override will trump the security level's Render as setting, and will be the ticket category that is always used for this resource.

Refer to Ticket Category Override.

IMPORTANT  Keep in mind that users assigned a ticket category override can pick values for fields that are specifically prohibited by the Ticket's Ticket Category.

Resources who only need to track regular time, not work on tasks or tickets

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None

Time & Attendance Only

Running dashboards in presentation mode without tying up a full license.

Dashboard Users can log into Autotask and display, in presentation mode, dashboard tabs that have been shared to them. They can also access the Settings page to change user settings (homepage is set to Dashboard), refresh tabs, and drag and drop them to change display order.

This security level cannot be edited, copied, or deleted, but it can be inactivated.

Refer to Configuring a dashboard user account.

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None

Dashboard User