Workspace, AI and reporting · Autessa IT Desk
Roles, permissions and audit
Autessa IT Desk has clear roles, from IT administrator to employee, and checks every write against role rules before it happens. Members of an assignment group can work their own group's tasks without an IT role, and every change to every record is kept as a field-by-field audit history.
The problem
A service desk holds sensitive data and needs clear lines
IT tools hold devices, access, vendor reviews and personal details. Everyone needs the right amount of access: approvers approve, asset managers retire devices, HR fulfills HR tasks, and employees see only their own requests.
What you get
- Roles: IT administrator, IT agent, Approver, Asset manager, Vendor manager, Knowledge author and Employee.
- IT administrator includes every other IT role.
- Every insert, update and delete is checked against write rules, including state moves the record's lifecycle allows.
- Assignment-group members work their group's tasks (state, notes, files) but cannot move a task to another group.
- Employees never touch the tables: the Service Portal works through identity-checked actions that know who is asking.
- One audit row per changed field, with old and new values, and append-only notes, audit and asset history.
- Record numbers and record keys never change after creation.
- People come from Autessa Homebase and are never edited in IT Desk; IT-only facts such as VIP live in separate IT notes.
How it works
How does roles, permissions and audit work in Autessa IT Desk?
Add IT staff
An IT administrator adds people under Settings, Users and roles, and gives each one or more roles.
Set up groups
Create assignment groups and add members, including people outside IT who fulfill tasks.
Work with clear limits
The navigator, buttons and saves follow each person's roles. A refused save says why in plain words.
Review history
Every record's activity stream shows who changed which field from what to what.
Every option
Roles
| Option | What it does |
|---|---|
| IT administrator | Runs IT Desk: setup, team, catalog, SLAs, branding; can do everything an agent can. |
| IT agent | Fixes what breaks and delivers what people ask for. |
| Approver | Approves or rejects requests that need sign-off. |
| Asset manager | Devices and software: stock, assignments, licenses, retirement. |
| Vendor manager | Vendors, contracts, security reviews and access reviews. |
| Knowledge author | Writes and updates knowledge articles, with no ticket powers. |
| Employee | Everyone else: asks IT for help and tracks requests in the Help Center. |
| Assignment-group member | Works their group's tasks without an IT role. |
Permissions
Who can do what?
| Role | Can |
|---|---|
| IT administrator | Assign roles, manage groups and members, and change settings. |
| IT agent | Work every ticket type and read audit history. |
| Employee | See only their own requests, approvals, devices and app seats. |
AI assist
How the IT Desk Assistant helps
The IT Desk Assistant acts as you, with your role. It cannot do anything you could not do yourself.
The assistant acts as you, with your role. It fills forms but never saves them, and anything risky waits for you to press Confirm.
About the IT Desk Assistant →Connected
How it connects to the rest of IT Desk
AUTESSA PRODUCT
Autessa Homebase
Homebase owns the people directory; IT Desk reads it and keeps IT-only notes separately.
IT DESK FEATURE
Agent Workspace
The navigator and actions are filtered by role.
IT DESK FEATURE
IT Desk Assistant
AI actions run with the user's own role and confirmation.
IT DESK FEATURE
Setup
The first IT administrator is set during setup and adds the rest of the team.
FAQ
Questions about roles, permissions and audit
What roles does Autessa IT Desk have?
Seven: IT administrator, IT agent, Approver, Asset manager, Vendor manager, Knowledge author and Employee. Assignment-group members can also work their group's tasks.
Is there an audit trail?
Yes. Every change writes one audit row per field with the old and new values, shown in the record's activity stream. Notes, audit and asset history cannot be edited or deleted.
Can HR work their own requests?
Yes. Add HR people to an assignment group and route HR catalog tasks to it; they can work those tasks without an IT role.
100% customizable, code and all
Make Autessa IT Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours