OnTime Help Desk allows you to set up your customer support process the way you want it to operate, utilizing security roles to establish tiered support levels, optionally. Security roles can also be used as part of a system of checks and balances. For example, you can set up OnTime Help Desk so that your support staff can move incidents through the workflow up to the final level, but require a manager to close the item and mark it as resolved.
Project Security: Give access to users by project; users can have different permissions levels on a project-by-project basis
Feature Security: Restrict access to most OnTime features by role
Field Security: Easily manage which fields are visible and editable for each of your security roles
Workflow Security: Define which user role(s) can advance an incident from one workflow step to another. For example, you could allow only the role Tester to move user stories into the Completed workflow step
Report Security: Limit report generation by user roles