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Notes",11,"/release-notes","08.release-notes",[965,969,973,977,981,985,989,993,997,1001,1005,1009,1013,1017,1021,1025,1029,1033,1037,1041,1045,1049,1053,1057,1061,1065,1069,1073,1077,1081,1085,1089,1093,1097,1101,1105,1109,1113,1117,1121,1125,1129,1133,1137,1141,1145,1149,1153,1157,1161,1165,1169,1173,1177],{"title":966,"path":967,"stem":968},"2026-07-02","/release-notes/2026-07-02","08.release-notes/54.2026-07-02",{"title":970,"path":971,"stem":972},"2026-06-30","/release-notes/2026-06-30","08.release-notes/53.2026-06-30",{"title":974,"path":975,"stem":976},"2026-06-17","/release-notes/2026-06-17","08.release-notes/52.2026-06-17",{"title":978,"path":979,"stem":980},"2026-06-12","/release-notes/2026-06-12","08.release-notes/51.2026-06-12",{"title":982,"path":983,"stem":984},"2026-05-29","/release-notes/2026-05-29","08.release-notes/50.2026-05-29",{"title":986,"path":987,"stem":988},"2026-05-13","/release-notes/2026-05-13","08.release-notes/49.2026-05-13",{"title":990,"path":991,"stem":992},"2026-04-29","/release-notes/2026-04-29","08.release-notes/48.2026-04-29",{"title":994,"path":995,"stem":996},"2026-04-14","/release-notes/2026-04-14","08.release-notes/47.2026-04-14",{"title":998,"path":999,"stem":1000},"2026-04-09","/release-notes/2026-04-09","08.release-notes/46.2026-04-09",{"title":1002,"path":1003,"stem":1004},"2026-03-13","/release-notes/2026-03-13","08.release-notes/45.2026-03-13",{"title":1006,"path":1007,"stem":1008},"2026-02-16","/release-notes/2026-02-16","08.release-notes/44.2026-02-16",{"title":1010,"path":1011,"stem":1012},"2026-02-06","/release-notes/2026-02-06","08.release-notes/43.2026-02-06",{"title":1014,"path":1015,"stem":1016},"2026-01-30","/release-notes/2026-01-30","08.release-notes/42.2026-01-30",{"title":1018,"path":1019,"stem":1020},"2026-01-19","/release-notes/2026-01-19","08.release-notes/41.2026-01-19",{"title":1022,"path":1023,"stem":1024},"2025-09-27","/release-notes/2025-09-27","08.release-notes/40.2025-09-27",{"title":1026,"path":1027,"stem":1028},"2025-07-07","/release-notes/2025-07-07","08.release-notes/39.2025-07-07",{"title":1030,"path":1031,"stem":1032},"2025-06-16","/release-notes/2025-06-16","08.release-notes/38.2025-06-16",{"title":1034,"path":1035,"stem":1036},"2025-05-29","/release-notes/2025-05-29","08.release-notes/37.2025-05-29",{"title":1038,"path":1039,"stem":1040},"2025-04-28","/release-notes/2025-04-28","08.release-notes/36.2025-04-28",{"title":1042,"path":1043,"stem":1044},"2025-03-24","/release-notes/2025-03-24","08.release-notes/35.2025-03-24",{"title":1046,"path":1047,"stem":1048},"2024-12-20","/release-notes/2024-12-20","08.release-notes/34.2024-12-20",{"title":1050,"path":1051,"stem":1052},"2024-10-21","/release-notes/2024-10-21","08.release-notes/33.2024-10-21",{"title":1054,"path":1055,"stem":1056},"2024-10-11","/release-notes/2024-10-11","08.release-notes/32.2024-10-11",{"title":1058,"path":1059,"stem":1060},"2024-09-11","/release-notes/2024-09-11","08.release-notes/31.2024-09-11",{"title":1062,"path":1063,"stem":1064},"2024-08-28","/release-notes/2024-08-28","08.release-notes/30.2024-08-28",{"title":1066,"path":1067,"stem":1068},"2024-07-10","/release-notes/2024-07-10","08.release-notes/29.2024-07-10",{"title":1070,"path":1071,"stem":1072},"2024-06-24","/release-notes/2024-06-24","08.release-notes/28.2024-06-24",{"title":1074,"path":1075,"stem":1076},"2024-05-15","/release-notes/2024-05-15","08.release-notes/27.2024-05-15",{"title":1078,"path":1079,"stem":1080},"2024-04-29","/release-notes/2024-04-29","08.release-notes/26.2024-04-29",{"title":1082,"path":1083,"stem":1084},"2024-03-18","/release-notes/2024-03-18","08.release-notes/25.2024-03-18",{"title":1086,"path":1087,"stem":1088},"2024-03-04","/release-notes/2024-03-04","08.release-notes/24.2024-03-04",{"title":1090,"path":1091,"stem":1092},"2024-02-26","/release-notes/2024-02-26","08.release-notes/23.2024-02-26",{"title":1094,"path":1095,"stem":1096},"2024-01-17","/release-notes/2024-01-17","08.release-notes/22.2024-01-17",{"title":1098,"path":1099,"stem":1100},"2023-12-27","/release-notes/2023-12-27","08.release-notes/21.2023-12-27",{"title":1102,"path":1103,"stem":1104},"2023-11-08","/release-notes/2023-11-08","08.release-notes/20.2023-11-08",{"title":1106,"path":1107,"stem":1108},"2023-10-10","/release-notes/2023-10-10","08.release-notes/19.2023-10-10",{"title":1110,"path":1111,"stem":1112},"2023-09-27","/release-notes/2023-09-27","08.release-notes/18.2023-09-27",{"title":1114,"path":1115,"stem":1116},"2023-09-18","/release-notes/2023-09-18","08.release-notes/17.2023-09-18",{"title":1118,"path":1119,"stem":1120},"2023-09-04","/release-notes/2023-09-04","08.release-notes/16.2023-09-04",{"title":1122,"path":1123,"stem":1124},"2023-08-04","/release-notes/2023-08-04","08.release-notes/15.2023-08-04",{"title":1126,"path":1127,"stem":1128},"2023-07-11","/release-notes/2023-07-11","08.release-notes/14.2023-07-11",{"title":1130,"path":1131,"stem":1132},"2023-06-21","/release-notes/2023-06-21","08.release-notes/13.2023-06-21",{"title":1134,"path":1135,"stem":1136},"2023-05-24","/release-notes/2023-05-24","08.release-notes/12.2023-05-24",{"title":1138,"path":1139,"stem":1140},"2023-04-24","/release-notes/2023-04-24","08.release-notes/11.2023-04-24",{"title":1142,"path":1143,"stem":1144},"2023-04-20","/release-notes/2023-04-20","08.release-notes/10.2023-04-20",{"title":1146,"path":1147,"stem":1148},"2023-03-20","/release-notes/2023-03-20","08.release-notes/09.2023-03-20",{"title":1150,"path":1151,"stem":1152},"2023-02-28","/release-notes/2023-02-28","08.release-notes/08.2023-02-28",{"title":1154,"path":1155,"stem":1156},"2023-01-17","/release-notes/2023-01-17","08.release-notes/07.2023-01-17",{"title":1158,"path":1159,"stem":1160},"2023-01-23","/release-notes/2023-01-23","08.release-notes/06.2023-01-23",{"title":1162,"path":1163,"stem":1164},"2022-12-21","/release-notes/2022-12-21","08.release-notes/05.2022-12-21",{"title":1166,"path":1167,"stem":1168},"2022-12-06","/release-notes/2022-12-06","08.release-notes/04.2022-12-06",{"title":1170,"path":1171,"stem":1172},"2022-11-15","/release-notes/2022-11-15","08.release-notes/03.2022-11-15",{"title":1174,"path":1175,"stem":1176},"2022-11-02","/release-notes/2022-11-02","08.release-notes/02.2022-11-02",{"title":1178,"path":1179,"stem":1180},"2022-10-17","/release-notes/2022-10-17","08.release-notes/01.2022-10-17",{"title":1182,"path":1183,"target":1184},"API","https://api-docs.devstride.com/","_blank",{"id":1186,"title":465,"body":1187,"description":1504,"extension":1505,"links":1506,"meta":1507,"navigation":1508,"path":466,"seo":1509,"stem":467,"__hash__":1510},"docs/02.major-modules/05.service-desk/09.permissions.md",{"type":1188,"value":1189,"toc":1496},"minimark",[1190,1205,1210,1297,1322,1326,1333,1339,1352,1356,1366,1388,1400,1404,1411,1414,1471,1478,1482],[1191,1192,1193,1194,1199,1200,1204],"p",{},"Service Desk is controlled by the same ",[1195,1196,1198],"a",{"href":1197},"/permissions/roles-and-permissions","role system"," as everything else in DevStride. A member's ",[1201,1202,1203],"strong",{},"role"," decides what they can do with the desk, organization-wide. Four permissions cover Service Desk, each gating a distinct slice of the module.",[1206,1207,1209],"h2",{"id":1208},"the-four-service-desk-permissions","The four Service Desk permissions",[1211,1212,1213,1229],"table",{},[1214,1215,1216],"thead",{},[1217,1218,1219,1223,1226],"tr",{},[1220,1221,1222],"th",{},"Permission",[1220,1224,1225],{},"Grants the ability to",[1220,1227,1228],{},"Typical for",[1230,1231,1232,1246,1267,1284],"tbody",{},[1217,1233,1234,1240,1243],{},[1235,1236,1237],"td",{},[1201,1238,1239],{},"Access Service Desk",[1235,1241,1242],{},"Open the Service Desk module and its Inbox — the entry ticket to working support at all.",[1235,1244,1245],{},"Anyone who handles tickets.",[1217,1247,1248,1253,1264],{},[1235,1249,1250],{},[1201,1251,1252],{},"Send Public Replies",[1235,1254,1255,1256,1259,1260,1263],{},"Send ",[1201,1257,1258],{},"Reply to customer"," messages (which email the requester). Without it, a member can still add ",[1201,1261,1262],{},"Internal notes"," but cannot message customers.",[1235,1265,1266],{},"Front-line agents who talk to customers.",[1217,1268,1269,1274,1281],{},[1235,1270,1271],{},[1201,1272,1273],{},"Manage Requesters",[1235,1275,1276,1277,1280],{},"Create, edit, block, merge, and anonymize requesters and companies — and review the ",[1201,1278,1279],{},"Suspended"," queue.",[1235,1282,1283],{},"Support leads and admins.",[1217,1285,1286,1291,1294],{},[1235,1287,1288],{},[1201,1289,1290],{},"Manage Service Desk Settings",[1235,1292,1293],{},"Enable or disable Service Desk, and manage channel addresses and request forms.",[1235,1295,1296],{},"Administrators.",[1298,1299,1302,1303,1305,1306,1305,1310,1312,1313,1315,1316,1318,1319,1321],"alert",{"title":1300,"type":1301},"Mix them to fit the job","tip","The permissions are deliberately separable. A useful combination: give an investigating engineer ",[1201,1304,1239],{}," ",[1307,1308,1309],"em",{},"without",[1201,1311,1252],{},", so they can read tickets and add internal notes but can't accidentally email a customer. Front-line agents add ",[1201,1314,1252],{},"; leads add ",[1201,1317,1273],{},"; admins add ",[1201,1320,1290],{},".",[1206,1323,1325],{"id":1324},"the-service-desk-agent-role-template","The Service Desk Agent role template",[1191,1327,1328,1329,1332],{},"To make setup quick, DevStride includes a built-in ",[1201,1330,1331],{},"Service Desk Agent"," role template that bundles all four Service Desk permissions (plus the underlying comment and item capabilities they rely on, and access to settings). Apply it when you create a role for your support team, then adjust from there.",[1191,1334,1335,1336,1338],{},"You can, of course, build a custom role instead and pick exactly the Service Desk permissions you want — see ",[1195,1337,192],{"href":1197}," for how to create and assign roles.",[1298,1340,1343,1344,1347,1348,1351],{"title":1341,"type":1342},"Owner and Admin already have it","note","The built-in ",[1201,1345,1346],{},"Owner"," and ",[1201,1349,1350],{},"Admin"," roles include the Service Desk permissions, so administrators can turn on and configure the desk without any extra setup.",[1206,1353,1355],{"id":1354},"why-the-whole-module-disappeared","Why the whole module disappeared",[1191,1357,1358,1359,1362,1363,1365],{},"Service Desk is hidden by ",[1201,1360,1361],{},"two independent gates",". Both must be satisfied for the module to appear in your left-hand navigation — if either one is missing, the ",[1201,1364,428],{}," entry is not shown at all:",[1367,1368,1369,1380],"ol",{},[1370,1371,1372,1375,1376,1379],"li",{},[1201,1373,1374],{},"An admin must enable Service Desk for the organization."," This is an organization-wide switch (see ",[1195,1377,437],{"href":1378},"/service-desk/enabling-service-desk","). Until an administrator turns it on, no one sees the module — regardless of their role.",[1370,1381,1382,1385,1386,1321],{},[1201,1383,1384],{},"Your role must include the Access Service Desk permission."," Even after the module is enabled for the organization, each member only sees it if their role grants ",[1201,1387,1239],{},[1298,1389,1392,1393,1395,1396,1399],{"title":1390,"type":1391},"Two different reasons, same symptom","info","\"I can't see Service Desk anymore\" almost always means one of these two gates changed: either an admin disabled the module for the whole organization, or your role was changed and no longer includes ",[1201,1394,1239],{},". If a teammate can see it and you can't, it's your role. If ",[1307,1397,1398],{},"nobody"," can see it, the module was disabled for the organization.",[1206,1401,1403],{"id":1402},"why-a-button-disappeared","Why a button disappeared",[1191,1405,1406,1407,1410],{},"DevStride ",[1201,1408,1409],{},"hides"," actions you don't have permission for, rather than showing them greyed-out. This keeps the interface clean, but it means a button you used yesterday can be gone today if your role changed. A missing button is not a bug — it reflects a permission you no longer hold.",[1191,1412,1413],{},"Here's what controls the buttons people most often notice going missing:",[1211,1415,1416,1426],{},[1214,1417,1418],{},[1217,1419,1420,1423],{},[1220,1421,1422],{},"If this button/area is missing…",[1220,1424,1425],{},"You're missing this permission",[1230,1427,1428,1437,1450,1460],{},[1217,1429,1430,1435],{},[1235,1431,1432,1434],{},[1201,1433,1258],{}," (you can still add Internal notes)",[1235,1436,1252],{},[1217,1438,1439,1448],{},[1235,1440,1441,1443,1444,1447],{},[1201,1442,1279],{}," queue, and ",[1201,1445,1446],{},"block / merge / anonymize"," actions on requesters",[1235,1449,1273],{},[1217,1451,1452,1458],{},[1235,1453,1454,1457],{},[1201,1455,1456],{},"Enable / Disable Service Desk",", and channel-address & request-form settings",[1235,1459,1290],{},[1217,1461,1462,1468],{},[1235,1463,1464,1465,1467],{},"The whole ",[1201,1466,428],{}," navigation entry",[1235,1469,1470],{},"Access Service Desk (or the module is disabled org-wide — see above)",[1298,1472,1474,1475,1477],{"title":1473,"type":1301},"If a button vanished after a role change","Ask an administrator to check your role on the ",[1195,1476,192],{"href":1197}," screen and confirm it still includes the permission listed above. Permission changes take effect the next time you reload DevStride.",[1206,1479,1481],{"id":1480},"a-note-on-requesters","A note on requesters",[1191,1483,1484,1485,1488,1489,1492,1493,1321],{},"Requesters are ",[1201,1486,1487],{},"not"," governed by these permissions — they're external customers, not members of your organization. They hold no role and can't sign in to your workspace. These four permissions are entirely about what ",[1307,1490,1491],{},"your team"," can do. See ",[1195,1494,445],{"href":1495},"/service-desk/requesters-and-companies",{"title":1497,"searchDepth":238,"depth":238,"links":1498},"",[1499,1500,1501,1502,1503],{"id":1208,"depth":238,"text":1209},{"id":1324,"depth":238,"text":1325},{"id":1354,"depth":238,"text":1355},{"id":1402,"depth":238,"text":1403},{"id":1480,"depth":238,"text":1481},"Service Desk access is governed by roles, just like the rest of DevStride. Four permissions control who can configure the desk, manage requesters, reply to customers, and reach the module at all — and explain why the module or a button can disappear.","md",null,{},true,{"title":465,"description":1504},"9fzQ6MPawS8zgdDEvYyiSkJNjYgBiTM7oXvv02jACrQ",[1512,1514],{"title":461,"path":462,"stem":463,"description":1513,"children":-1},"Because tickets are work items, you can find and report on support work anywhere in DevStride — filter by requester, company, or channel, and save the views you return to.",{"title":474,"path":475,"stem":476,"description":1515,"children":-1},"My Work is your personal, cross-project view of the items that are yours — choose what to show, work items in place, and shape and save the view to fit how you work.",1783015150988]