NinjaOne Ticketing: Technician and User Permissions

Topic

NinjaOne Ticketing allows NinjaOne users and technicians to create, track, and resolve tickets without the need for third-party software.

The NinjaOne platform is compliant with the Health Insurance Portability and Accountability Act of 1996 (HIPAA); please submit a request to your account manager for a signed Business Associate Agreement (BAA). It is best practice to exercise proactive security measures, use Simple Mail Transmission Protocol (SMTP) servers to transmit ticket data, and ensure sufficient protocols are in place to maintain HIPAA compliance in all actions.

Environment

NinjaOne Ticketing

Description

Access to tickets is based on organization access, meaning a technician with access to an organization will have access to all tickets for that organization, regardless of the permissions set in the Ticketing section. The only exception is the Pending emails board; if this permission is set to No Access, the technician cannot see the ticket unless they are assigned to it.

Select a category to learn more:

Granting Technicians Access to Ticketing
- Add or Edit Ticketing Permissions in Bulk
Setting up Technician Email Signatures
Granting End Users Access to Ticketing
Viewing and Managing Contacts
Additional Resources

Granting Technicians Access to Ticketing

The System Administrator role has access to NinjaOne Ticketing by default. To enable NinjaOne Ticketing for technicians, follow the steps below. These instructions will use a technician account as an example, rather than a technician role.

In the General section, use the Automatically assign tickets toggle to automatically assign tickets triggered by an event-based automation. If a system administrator configures the event to auto-assign using "fewest open tickets" or "longest time since last ticket assignment," the ticket is automatically assigned (based on the selected condition) to whichever technician has the fewest open tickets or the longest time since they were last assigned a ticket. Learn more at NinjaOne Ticketing: Automation Configuration Definitions.

technician account_automatically assign tickets.png — **Figure 1:** Automatically assign tickets for event-based automations

Set up access to an organization at Permissions → Organizations. The technician should have at least View access to tickets for one or more organizations.
- Select the Enable access toggle to activate the permissions.
- Use the Default Access drop-down menu to control access to all organizations.
- Use the table to control access to individual organizations. Even if you set up default access, you can configure different access levels for each organization.

ticketing_configure org access.png — **Figure 2:** Give a technician access to organization tickets in NinjaOne (click to enlarge)

Configure further permissions at Permissions → Ticketing. Select the Enable access toggle to activate the permissions.

The Board Access table controls access to the ticket board from the sidebar menu. Technicians can still access the tickets from the Ticketing tab on the organization dashboard. For more information about the available permission options, refer to NinjaOne Platform: Permission Settings for Technicians.

ticketing_configure board access.png — **Figure 3:** Technician ticketing permissions (click to enlarge)

After you have set the access levels you would like, click Save.

Set up Technician Email Signatures

Technicians can set up email signatures to automatically apply to the end of their public responses on a ticket.

A signature can be created from the technician account page under General → Basic Details → Signature. Technicians can use text and inline images in the WYSIWYG field.

**Figure 4:** Create a signature for ticket responses (click to enlarge)

Grant End Users Access to Ticketing

You can grant end users the ability to view, update, and create tickets in NinjaOne. Similarly to technicians, you can control access to tickets for all organizations or a specific organization.

Configure organization access by using the Select organization drop-down menu in the Profile section.

end user_profile_select org.png — **Figure 5:** Select organization access for end users (click to enlarge)

Expand the NinjaOne apps section and select Ticketing to configure permissions.
Select the Enable access toggle to activate the permission settings.

end user_ticketing_enable access.png — **Figure 6:** Activate Ticketing permission settings

If the end user is assigned to all organizations in the Profile tab, the Organization-wide ticketing access permission will be locked. If the end user is assigned to a single organization, you can manually give them access to tickets from all organizations.

Add or Edit Ticketing Permissions in Bulk

Alternatively, you can manage access to organization-specific NinjaOne tickets from the organization configuration page:

Navigate Administration → Organizations and select an organization to edit.
Click End Users and select the checkbox next to one or more users.
Click Edit Ticketing Permissions.

org_end users_edit ticketing permissions.png — **Figure 7:** End-user ticketing permissions on the NinjaOne organization page

Move your cursor over the tooltips to view a description of each permission and use the toggle switches to control access.
Click Save in the permissions dialog and then click Save again at the top of the organization page.

Administrators control technicians' ability to edit ticket comments by using the Allow users to edit comments toggle in Administration → Apps → NinjaOne Ticketing → General.

This setting is active by default. For more information about this setting and how it interacts with technician role permissions, refer to NinjaOne Ticketing: Configure General Settings.

View and Manage Contacts

Create contacts in NinjaOne to receive notifications for ticket communication and changes. Contacts can also submit tickets to your NinjaOne instance through the email domain you set up in Administration → Apps → NinjaOne Ticketing → Email Domain.

Create a Contact Account Section

Navigate to Administration → Accounts → Contacts.
Click Create Contact.

create contact.png — **Figure 8:** Create a new contact from the Accounts section

Provide the contact's first name, last name, email address, phone number, job title, and organization (optional), and then click Save.

Import Organization Contacts

You can import contacts for the organization in bulk by copying and pasting from a CSV file. You must present the data in three columns in the following order: First Name, Last Name, and Email. All columns must contain data, and emails must be unique.

Navigate to an organization editor.
Click Contacts and select Import Contacts.

org_import contacts.png — **Figure 9:** Import contacts for a NinjaOne organization (click to enlarge)

Paste your user list from any spreadsheet into the Import Contacts dialog. Use Figure 10 as an example to format your data correctly.

import contacts_ex.png — **Figure 10:** Example of importing contacts in bulk (click to enlarge)

Create New Contacts in a Ticket

If you need to list a new contact as the ticket reporter, you can create the contact in a new ticket. If the contact needs to be added as a CC ("carbon copy," or someone who can view the correspondence on a ticket), you can add them to an existing ticket.

New requestor contact: From within a new ticket, click Create Contact in the Requestor section.

ticket_create contact.png — **Figure 11:** Create a new contact from a new ticket

New CC contact: Enter the email address into the CC field and click Enter on your keyboard.

ticket_cc_press enter to create.png — **Figure 12:** Create a new contact from an existing ticket in NinjaOne

Additional Resources

Refer to NinjaOne Ticketing: Resource Catalog to learn more about NinjaOne Ticketing.