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Permission Errors

Troubleshoot access and permission issues in DZDESK.

Understanding Permissions​

Role Hierarchy​

RoleAccess Level
AdminFull access
AgentStandard operations
ViewerRead-only

Common Permission Errors​

  • "Access denied"
  • "Insufficient permissions"
  • "You don't have permission to..."
  • "Forbidden"

Diagnosing Permission Issues​

Check Your Role​

  1. Click your profile icon
  2. View your role display
  3. Compare with required permissions

Check Group Membership​

  1. Go to profile settings
  2. View your groups
  3. Verify access to required group

Common Scenarios​

Cannot See Request​

Possible Causes:

  • Not in the assigned group
  • Request assigned to different group
  • Viewer role limitations

Solutions:

  1. Ask admin to add you to the group
  2. Request reassignment to your group
  3. Request role upgrade if needed

Cannot Create Requests​

Possible Causes:

  • Viewer role (read-only)
  • Account not fully provisioned

Solutions:

  1. Contact admin for role upgrade
  2. Wait for account provisioning
  3. Verify login completed successfully

Cannot Edit Requests​

Possible Causes:

  • Viewer role
  • Request closed
  • Not assigned/not in group

Solutions:

  1. Request Agent role
  2. Reopen request if needed
  3. Get assignment or group access

Cannot Access Settings​

Possible Causes:

  • Not Admin role
  • Specific setting requires higher permission

Solutions:

  1. Contact your Admin
  2. Request temporary access
  3. Ask Admin to make changes

Cannot See Users​

Possible Causes:

  • Viewer role restrictions
  • Privacy settings

Solutions:

  1. Upgrade to Agent role
  2. Contact Admin for visibility

Admin-Only Features​

These require Admin role:

  • User management
  • Group management
  • SLA configuration
  • System settings
  • Audit logs
  • All reports

Role Change Requests​

How to Request​

  1. Contact your DZDESK administrator
  2. Explain the needed access
  3. Provide business justification
  4. Wait for approval and change

Role Change Process​

  1. Admin reviews request
  2. Admin changes role in settings
  3. Change takes effect immediately
  4. You may need to refresh browser

Group Access Issues​

Not in Needed Group​

Symptoms:

  • Can't see group queue
  • Can't be assigned from group

Solution:

  1. Request group membership from admin
  2. Admin adds you to group
  3. Refresh to see group

Wrong Group Access​

Symptoms:

  • See requests you shouldn't
  • In group by mistake

Solution:

  1. Contact admin
  2. Admin removes you from group
  3. Verify correct groups

API Permission Errors​

401 Unauthorized​

  • Token invalid or expired
  • Wrong authentication method

403 Forbidden​

  • Token valid but insufficient permissions
  • API scope doesn't include action

Solutions​

  1. Verify API token
  2. Check token scopes
  3. Request additional API permissions

Troubleshooting Steps​

Step-by-Step Diagnosis​

  1. Identify the action that's failing
  2. Check your role in profile
  3. Verify group membership if relevant
  4. Review permission matrix for required access
  5. Contact admin if access should be granted

Information to Provide Admin​

When requesting help:

  • Exact error message
  • Action you were trying
  • Request ID (if applicable)
  • Your username/email

Prevention​

Best Practices​

  1. Know your role and permissions
  2. Understand what you can access
  3. Request appropriate access proactively
  4. Report access issues promptly

For Admins​

  1. Assign appropriate roles
  2. Keep group memberships current
  3. Review access regularly
  4. Document permission decisions