User Roles and Access

Users have varying levels of access and privileges within the application (roles). The available User roles are as follows:

Administrator (Admin): Can access all requests in the system and take any action on a request. They can also access and update all information in the Admin Panels, including configuring users, departments, and account settings
Department Admin: Can see requests that they've been given access to (usually ones that are Public and/or assigned to their department) and take any action on a request. Department Admins have partial access to the Admin Panels. They cannot access account settings, but they can add or edit users for their department, and add or edit templates, closure responses, alerts, tags, and redaction reasons.
Publisher: Can see requests that they've been given access to (usually ones that are Public and/or assigned to their department) and take any action on a request. They cannot access any of the Admin Panels.
Staff: Can see requests that they've been given access to (usually ones that are Public and/or assigned to their department) but can only take actions directed internally, such as posting an internal message to other staff and uploading an internal document. Staff cannot take any action that is visible to the requester or access the Admin Panels.
Guest (Requester): Can only see public requests and requests they submitted themselves. Requesters can only send messages and access Requester Only documents on requests that they submit.

Basic Request Management

Access	Staff	Publisher	Department Admin	Admin
View requests	Depends on the request's visibility and assignment.	Depends on the request's visibility and assignment.	Depends on the request's visibility and assignment.	All
Log a Request on Behalf of a Requester	Yes	Yes	Yes	Yes
Change Request Description	No	Yes	Yes	Yes
Change a Request's Due Date	No	Yes	Yes	Yes
Change the Requester	No	Yes	Yes	Yes
Add Tags	Yes	Yes	Yes	Yes
Close a Request	No	Yes	Yes	Yes
Change a Request's Visibility	No	Yes	Yes	Yes
Reopen a Request	No	Yes	Yes	Yes
Pause a Request	No	Yes	Yes	Yes
Print a Request	Yes	Yes	Yes	Yes
Add, Update, Delete, and Assign Tasks	Yes	Yes	Yes	Yes
Marks Tasks as Complete	Yes	Yes	Yes	Yes

Access	Staff	Publisher	Department Admin	Admin
Assign a Request to a Department	No	Yes	Yes	Yes
Assign Staff to a Request	Yes	Yes	Yes	Yes
Remove Staff from a Request	Yes	Yes	Yes	Yes

Access	Staff	Publisher	Department Admin	Admin
Post Internal Messages	Yes	Yes	Yes	Yes
Post External Messages	No	Yes	Yes	Yes
Edit Posted Messages	No	Only their own	Only their own	Yes
Send an Invoice to a Requester	No	Yes	Yes	Yes
Mark an Invoice as Paid	No	Yes	Yes	Yes

Access	Staff	Publisher	Department Admin	Admin
Upload Documents	Yes	Yes	Yes	Yes
Add Links	Yes	Yes	Yes	Yes
Redact Documents	Yes	Yes	Yes	Yes
Release Documents	No	Yes	Yes	Yes
Delete a Document	Yes	Yes	Yes	Yes
Upload Documents Directly to the Documents Index	No	Yes	Yes	Yes

Access	Staff	Publisher	Department Admin	Admin
Log Hours	Only for themselves	Yes	Yes	Yes
Update Logged Hours	No	No	Yes	Yes
Download the Requests Report (XLSX/CSV)	Yes	Yes	Yes	Yes

Access	Staff	Publisher	Department Admin	Admin
Create and Update Departments	No	No	Only their own	Yes
Create and Update Users	No	No	Only users in their department or users with no department (excluding Admin)	Yes
Create and Update Alerts	No	No	Yes	Yes
Create and Update Message Templates	No	No	Yes	Yes
Create and Update Closure Response Messages	No	No	Yes	Yes
Create and Update Tags	No	No	Yes	Yes
Create and Update Invoice Templates	No	No	Yes	Yes
Customize Webpage Text and Images	No	No	No	Yes
Update Portal Policy Settings	No	No	No	Yes
View Portal Stats	No	No	Yes	Yes
Edit the Frequently Asked Questions (FAQ) Page	No	No	No	Yes