ITAM / Asset Tickets

Roles & Access

Sophie creates keyboard tickets in the employee portal; Carlos fulfills them in ITAM; Maya approves spend when cost exceeds policy.

Real-world scenario

Carlos Reyes · IT Admin at Bluewave Labs

Sophie filed her keyboard ticket from Employee Portal → Devices. Carlos sees it in ITAM → Asset Tickets with full control. Maya approves the $99 keyboard purchase. Each role has a different path and permission set.

Before you begin

  • WorkVerge account with Employee, Manager, or Admin role

Overview

Asset ticket access depends on role and team membership. Admins use ITAM → Asset Tickets. Employees and managers use Employee Portal → Devices → Tickets, with extra capabilities when canManageTicket applies.

Admin

Path: ITAM → Asset Tickets

  • Create, view, and edit all org tickets
  • Assign tickets and change status/priority
  • Kanban board and full analytics
  • Bulk updates
  • Approve or reject AWAITINGAPPROVAL tickets (Maya)

Employee

Path: Employee Portal → Devices → Tickets

  • Create tickets for own devices (Sophie → MacBook keyboard)
  • View and comment on own tickets only
  • Cannot assign or change status/priority
  • No Kanban or analytics

Manager

Path: Employee Portal → Devices → Tickets (same as Employee)

canManageTicket: When the manager's team matches the device workplace assetTicketDefaultTeamId (e.g. Austin IT), they gain:

  • Assign tickets within the default team
  • Change status and priority

Managers still cannot access analytics or approve AWAITINGAPPROVAL tickets.

Carlos vs manager

Carlos as Admin has full ITAM access. A line manager on Austin IT with canManageTicket can triage Sophie's ticket but cannot approve $99 spend, that requires Maya as Admin.

Example by persona

Sophie's keyboard ticket. who does what

  • Sophie (Employee): Creates ticket, adds comments, views status
  • Carlos (Admin): Assigns self, moves status, orders keyboard
  • Maya (Admin): Approves AWAITINGAPPROVAL when cost > $75
  • Jamie (Manager, canManageTicket): Could assign/reassign within Austin IT

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