Security and data handling
How Autessa IT Desk protects your IT data
Autessa IT Desk checks every write against role-based rules, keeps a field-by-field audit history, shows employees only their own items, and keeps the AI assistant inside the permissions of the person using it. For platform certifications and policies, see the Autessa Trust Center.
Controls
What protects the data in IT Desk?
Every write is checked
Each save is checked against write rules for the person’s role before it is stored. Hiding a button is not the control; the rule is. State changes must also be moves the record’s state model allows.
Every change is recorded
IT Desk writes one audit entry per changed field, with the old and new value, who and when. Work notes, field history and files appear together in each record’s activity stream.
History cannot be rewritten
The journal of notes and comments, the audit history and asset history are append-only: they refuse edits and deletes.
Employees see only their own
The Service Portal gets its data from identity-checked lookups that work out who the viewer is themselves. A person sees only their own requests, issues, approvals, devices and app seats.
People data stays with HR
The people directory is Autessa Homebase’s, and IT Desk only reads it. IT-only facts about a person, like VIP status and IT notes, live in a separate record that only IT administrators edit.
AI stays inside your permissions
The IT Desk Assistant acts as the person using it, with their role. It fills forms but never saves them, and closing, deleting or other risky actions wait on a confirm card whose preview comes from the server, with permissions checked again when you confirm.
Permissions
Who can do what?
Clear roles, held on each IT staff record. An IT administrator role includes every other IT role.
| Role | Can |
|---|---|
| IT administrator | Everything, including settings, roles, groups, SLAs, the priority matrix, assignment rules, the catalog, branding and sample data. Accepts major incidents and publishes knowledge. |
| IT agent | Works incidents, problems, changes, requests and catalog tasks; reads assets, CIs and software; writes knowledge drafts. |
| Asset manager | Hardware, asset history, compliance checks, imports, software and entitlements. Only asset managers retire assets. |
| Vendor manager | Vendors, contracts, assessments, vendor issues, questionnaires and access reviews. |
| Approver | Decides the approvals assigned to them. |
| Knowledge author | Writes knowledge articles, their images and notes, with no ticket powers. |
| Assignment-group member | Works the tasks assigned to their group (state, notes, files) and cannot move a task to another group. |
| Employee | Uses the Service Portal only; no direct table access, apart from their own preferences. |
Data handling
How does IT Desk handle files, images and notifications?
| Topic | How it works |
|---|---|
| Where data lives | In your company’s Autessa workspace, in IT Desk’s own tables, alongside your other Autessa apps. |
| Attachments | Files attach to records. Types that could run in a browser, like HTML or SVG, are stored as plain text, so an uploaded file can never execute; downloads return the original name and type. |
| Article images | Knowledge articles store a reference to the image, never a link, and each reader gets a fresh, short-lived link when the article is shown. |
| Notifications | Workspace-wide events can be switched off by an IT administrator, and each person can turn off events they do not want. |
| Sample data | Starter and demo records are tracked as they are installed, so they can be removed cleanly later. |
| Record numbers | Human record numbers (INC, RITM, KB…) are unique even when two people create records at the same moment. |
Trust Center
Certifications, policies and security documentation for the Autessa platform live in the Trust Center.
FAQ
Security questions
Who can see a ticket in Autessa IT Desk?
IT staff with the right role, members of the ticket’s assignment group, and the person it is for. Employees see only their own requests and issues in the Service Portal.
Does IT Desk keep an audit trail?
Yes. Every save writes one audit entry per changed field, with old and new values, who made the change and when. Notes, comments and asset history are append-only.
Can the AI assistant change records on its own?
No. It acts with your role, fills forms without saving them, and anything risky such as closing or deleting waits for you to press Confirm on a card that shows exactly what will happen. Entries it made are marked “via Assistant”.
Where are Autessa’s certifications and security documents?
In the Autessa Trust Center at trust.autessa.com, which covers the platform IT Desk runs on.
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