Ideal permission level of each Team Helpdesk subfolders

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In an Exchange environment, you can use folder-level permissions to enable a delegator to control a delegate’s access to specific folders. A delegator, also known as a principal, can assign folder-level permissions to delegates to allow delegates to perform actions on the principal’s behalf. You can set individual permissions on a folder, or you can set a permission level on a folder. The following are the individual permissions that you can set:

  • Can Create

  • Can Read

  • Can Create Subfolders

  • Is Folder Owner

  • Is Folder Contact

  • Is Folder Visible

  • Edit Items

  • Delete Items

The permissions are predefined by Microsoft but are customizable. See the table below, for Permissions Levels (definitions) that are available:

Permission Level

Definition

Owner:

Allows full rights to the mailbox’s (Calendar or Folder) , including assigning permissions; it is recommended not to assign this role to anyone

Publishing Editor:

Create, read, edit, and delete all items; create subfolders

Editor:

Create, read, edit, and delete all items

Publishing Author:

Create and read items; create subfolders; edit and delete items created by the user.

Author:

Create and read items; edit and delete items they’ve created.

Nonediting Author:

Create and read items; delete items created by the user.

Reviewer:

Read items.

Contributor:

Create items.

None:

No permissions are set for the selected user on the specified calendar or folder.

Folder Permisions with respect to Team Helpdesk: So now you have Team Helpdesk up and running for your support team. By default, the permission on each subfolder for all users is set to ‘Author’. Only the user (manager) who had performed the installation has got ‘Owner’ permission. Hence, it is this user (manager) who would need to grant permission to the folders for all members of the helpdesk team. Without a proper permission structure defined, technicians accessing the Team Helpdesk folders would not be able to perform most of the helpdesk tasks such as creating new support cases, working on their assigned cases etc.

The following table summarizes the ideal permission levels recommended on Team Helpdesk sub-folder:

FolderPermissions
History OngoingAt least ‘Editor‘ permission to all helpdesk technicians
History ResolvedAt least ‘Editor‘ permission to all helpdesk technicians
KBAt least ‘Author‘ permission to all helpdesk technicians
Ongoing CasesAt least ‘Editor‘ permission to all helpdesk technicians
Resolved CasesAt least ‘Editor‘ permission to all helpdesk technicians
SchedulesAt least ‘Editor‘ permission to all helpdesk technicians
Publishing Editor‘ permission to technicians with admin-access*
SettingsAt least ‘Editor‘ permission to all helpdesk technicians

*Technicians with admin access may be required to create new calendars in this folder when the ‘Maintain technicians due date schedule’ is enabled in Automation options.

We recommend that a users group consisting of all technicians of the helpdesk be created such that helpdesk manager (owner) can easily assign permission to the group as a whole, instead of undergoing multiple steps of selecting and granting the same permission to each technician. In the example below, a group ‘ServiceDesk’ comprising of all helpdesk users is granted editor permission over the ‘Ongoing Cases’ folder

Remark: Setting up a correct set of permission levels on the Team Helpdesk folders is very important, because, sometime someone could inadvertently move or delete the subfolder and doing that would break the functionality of Team Helpdesk for all users.