قواعد الصلاحيات والمسؤوليات
TRIVVO Permissions and Responsibilities Rules
Creating a task or record does not automatically grant the user permission to view it. An exception applies to users who create records through the portal: they can view and track the records they create through their own portal.
To view a record or task, the user must be designated in one of the following roles:
• Owner.
• Assignee.
• Viewer.
• Creator.
• Team member.
A user designated in the Viewers field may only view the record and cannot edit it unless granted edit permission. Only a user designated as an Owner, or a member of a team designated on the record (the team is treated as an Owner), may edit, close, or perform other available actions on the record. The Admin user is an exception and has full permissions without being designated as an Owner.
The permissions configuration for all system record types includes a User field, which defaults to All.
• If no user is selected, the employee cannot view records created by any user.
• If one or more users are selected, the employee can view all records created by those users, as well as any records in which those users are designated as Owners, Assignees, or Viewers.
• If All is selected, the employee can view all records, regardless of who created them.
• If Self is selected, the employee can view only the records they created themselves.
The Group field in the permissions configuration works in the same way as the User field.
Applying Distribution Rules When Creating a Record
When a new record is created, the system first applies any distribution rules configured for that record type. After creation, the Owner, Assignee, Viewers, or Team may be changed manually, subject to the user's permissions.
Inheriting Responsibilities and Permissions from the Source Record
When a new record is created from within another record, the system inherits the Owner, Assignee, Viewers, or Team from the source record, unless a distribution rule is configured for the new record. In that case, the distribution rule takes precedence.
Priority of Distribution Rules
Distribution rules take the highest priority when determining the Owner, Assignee, Viewers, or Team. If no distribution rule exists, inheritance rules and the other rules applicable to the record are applied.
Illustrative example
A task is created from within a ticket under the Software Issues project.
• The Owner of the Software Issues project is Ammar.
• The Owner of the ticket is Bassam.
• No distribution rule is configured for the task.
When the task is created:
• Bassam is designated as an Owner of the task through inheritance from the ticket.
• Ammar is also added as an Owner of the task in his capacity as the Project Owner.
As a result, Bassam and Ammar are jointly designated as Owners of the task.
Exceptions to Inheritance Rules
This feature defines cases in which the Owner, Assignee, or viewing permissions should not be transferred from a source record to a new record created from within it.
Configure an exception by specifying:
• Source Record: the record from within which the new record is created.
• New Record: the record to be created.
• Enable the Prevent Inheritance option.
When this option is enabled, ownership, assignment, and viewing information is not transferred from the source record to the new record. These values are instead determined by other applicable system rules, such as distribution rules or manual selection, subject to permissions.
Example
If inheritance from tickets to tasks is prevented, creating a task from within a ticket will not automatically transfer the ticket's responsibilities or viewing permissions to the task.
Team membership grants an employee immediate viewing and management permissions. When the employee leaves the team, they lose the viewing and management permissions obtained through team membership, except for tickets in which they are individually designated as an Owner or Assignee.
The List permission column allows the record to appear in lists and workflows without allowing the user to open it or view its details.
The View permission column allows the record to appear in lists and workflows and allows the user to view its details.
The View and List options are unavailable or inactive for ticket, project, task, opportunity, lead, and subscription records. However, they do affect master data and configuration records within those modules. In other words, the permission columns (Save, Edit, View, Cancel, etc.) do not affect the operational records in these modules; they affect only the related configuration and master data screens.
In the Tickets, Projects, Tasks, Opportunities, Leads, and Subscriptions modules, users cannot edit a record unless they are designated as an Owner or belong to a team designated on that record.
Unified Ownership Responsibilities and Actions
All record types in TRIVVO, including tickets, projects, tasks, opportunities, leads, and subscriptions, follow the same administrative structure, without exception.
Rule Analysis
Responsibility Fields
• Record Creator: The identity of the user who created the record is recorded in the record's audit trail. This role grants view-only access.
• Record Owner: The Owner field identifies the person responsible for carrying out the work required by the record. This role grants full permissions.
• Assignee: Where the nature of the record requires an employee to perform the work, that employee is designated in the Assignee field. This role grants view-only access.
• Viewers: Employees designated as Viewers can view the record but cannot edit it unless they are granted edit permission.
• Team: A team is treated as an Owner, and all its members receive the same permissions.
Transfer
• Location: The Transfer action is available in the Actions menu of all records in these modules: Leads, Opportunities, Subscriptions, Tickets, Projects, and Tasks.
• Purpose: To change the Owner and Assignee when a record moves entirely outside the scope of an employee or branch. Examples include transferring a customer to another branch, replacing an employee who has left the company, or correcting a record mistakenly allocated to an unrelated employee.
• Effect: The Owner, Assignee, and Viewers may be changed. The action is recorded in the audit trail and is subject to permissions.
• Audit trail: Every transfer must be logged with the username, timestamp, and reason to maintain clear accountability between employees.
Assignment
• Location: The Assignment action is available in the Actions menu of all modules: Leads, Opportunities, Subscriptions, Tickets, Projects, and Tasks.
• Purpose: To delegate operational work to an employee while the original Owner remains accountable for the final outcome. For example, a Project Owner or team remains responsible but assigns the execution of the required work to another employee.
• System effect: The record remains on the Owner's reporting dashboard and appears in the Assignee's daily task list.
• Audit trail: Every assignment must be logged with the username, timestamp, and reason to maintain clear accountability between employees.
Projects and Tasks
A user designated as a Project Owner can view the project and view, manage, and edit all tasks belonging to it, even if they are not designated as an Owner, Assignee, Viewer, or team member on those tasks.
A user designated in a project's Viewers field can view the project and all its tasks, whether or not they are designated as an Owner, Assignee, Viewer, or team member on those tasks. Their ability to edit a task depends solely on their designated role on that task.
If an employee is neither a Project Owner nor a Viewer on a project, the project will not appear in their workflow or project list. Nevertheless, the employee can view tasks belonging to that project if designated on those tasks as an Owner, Assignee, Viewer, or member of the designated team.
The Tasks and Projects permissions configuration includes a Group field. This field grants the user permission to view the activities and records of the users specified in it, even if the user is not personally designated as an Owner, Assignee, Viewer, or Record Creator.
The Tasks and Projects permissions configuration includes a User field. This field grants the user permission to view the activities and records of the specified users. If Self is selected, the user can view only tasks in which they are designated as an Owner, Assignee, Viewer, or Record Creator.
Project Ownership of Tasks
Whenever a task is created within a project, whether manually or automatically, the Project Owner is added as an Owner of the task. If the project has no Owner, the task's Owner field remains blank until an Owner is selected manually. An exception applies where a distribution rule specifies a different method for determining the Owners.
Project and Task Privacy
The Projects module includes the following settings for each project.
First Project Privacy
Public: All users with access to the Projects module can view the project on a read-only basis, even if they are not Owners, Assignees, or Viewers. Access granted through the Public setting never grants edit permission and takes precedence over the Edit permission column settings.
Private: No user can view a project whose privacy setting is Private.
Second Task Privacy
Public: All users with access to the Projects module can view every task within the project, even if they are not designated as an Owner, Assignee, Viewer, or team member on the task.
Private: Users can view tasks only if they are designated as an Owner, Assignee, Viewer, or team member.
Project privacy and task privacy are independent settings. Accordingly, a project may be public while its tasks are private, or vice versa, depending on the requirements of each project.
Tickets
When a team is designated for a particular ticket type, all members of that team can view all tickets of that type, even if they are not designated as an Owner, Assignee, or Viewer on the ticket.
A ticket type includes a Team field. Members of the team designated on the ticket type can view all tickets of that type, regardless of whether they are designated as an Owner, Assignee, or Viewer on the individual ticket.
A ticket contains the following fields:
• Team.
• Owner.
• Assignee.
• Viewers.
The Tickets permissions configuration includes a Group field. This field grants the user permission to view the activities and records of the users specified in it, even if the user is not personally designated as an Owner, Assignee, Viewer, or Record Creator. The Tickets permissions configuration includes a Group field. This field grants the user permission to view the activities and records of the users specified in it, even if the user is not personally designated as an Owner, Assignee, Viewer, or Record Creator.
The Tickets permissions configuration includes a User field. This field grants the user permission to view the activities of the specified users. If Self is selected, the user can view only tickets they created or tickets in which they are designated as an Owner, Assignee, Viewer, or team member.
When a ticket type is configured with a distribution method of Round Robin or Workload Based, no employee is designated as the Owner. The employee who claims the ticket is designated as its Owner, or the Owner is determined by the distribution rules.
When a ticket type is configured with a distribution method of No Distribution and a team is designated, no employee is designated as the Owner. The employee who claims the ticket is designated as its Owner, or the Owner is determined by the distribution rules.
If no employee is designated as the Owner, the Claim option is enabled in the Actions menu. When a ticket is claimed, the employee who claims it is designated as the Owner.
Subscriptions
Subscriptions contain the following fields:
• Owner.
• Assignee.
• Viewers.
These fields may be set manually or through distribution rules.
The Projects permissions configuration includes a Group field. This field grants the user permission to view the activities and records of the users specified in it, even if the user is not personally designated as an Owner, Assignee, Viewer, or Record Creator.
The Projects permissions configuration includes a User field. This field grants the user permission to view the subscriptions of the specified users. If Self is selected, the user can view only subscriptions they created or subscriptions in which they are designated as an Owner, Assignee, Viewer, or team member.
Customer Relationship Management CRM
Opportunities and leads contain the following fields:
• Team.
• Owner.
• Assignee.
• Viewers.
These fields may be set manually or through distribution rules. Distribution rules always take precedence.
The Leads and Opportunities permissions configuration includes a Group field. This field grants the user permission to view the activities and records of the users specified in it, even if the user is not personally designated as an Owner, Assignee, Viewer, or Record Creator.
The Opportunities and Leads permissions configuration includes a User field. This field grants the user permission to view the leads and opportunities of the specified users. If Self is selected, the user can view only leads or opportunities they created or in which they are designated as an Owner, Assignee, Viewer, or team member.