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Permission Matrix

The Matrix feature enables complex cross-referencing of fields to create efficient relationships between different aspects of tickets.

Matrix Configuration​

A matrix consists of:

  • Rows: Typically represent one dimension of data (e.g., locations)
  • Columns: Represent a second dimension (e.g., services)
  • Cells: Intersection points that define relationships
  • Values: Data or options available at each intersection

Matrix Applications​

Service-Location Matrix​

  • Rows represent physical locations
  • Columns represent available services
  • Cells indicate which services are available at which locations
  • Used to automatically route tickets based on service and location

Role-Permission Matrix​

  • Rows represent user roles
  • Columns represent ticket actions
  • Cells define whether a role can perform an action
  • Enforces permission structures across the ticketing system

Product-Support Matrix​

  • Rows represent products
  • Columns represent support levels
  • Cells define SLAs or available support options
  • Determines appropriate response times and agent assignments

Matrix Benefits​

  • Efficiency: Eliminates the need for complex conditional logic
  • Visualization: Provides a clear overview of relationships
  • Maintenance: Simplifies updates to relationship structures
  • Consistency: Ensures uniform application of rules across tickets