Anonymous ticket - restricted access

Since the Directive (EU) 2019/1937 of 23 October 2019 on the regulation of the legal status of the so-called whistleblowers applies, it is the primary responsibility of the employer to ensure the protection of the whistleblower’s identity and to organize the process of receiving and processing tickets in a safe manner. Axence nVision® software includes tools that allow these requirements to be met in one of the modules on the Helpdesk.

HelpDesk verifies on an ongoing basis that the user has access to a specific anonymous ticket. Access to an anonymous ticket can be granted from the ticket level by configuring the following fields: Reporter, Assignee or Observers (list of observers). If any change made to the ticket involves giving access to a user who has not previously had access to the anonymous ticket, the system will alert the user before the action is taken. The user who makes the change can read the message and decide whether they maintain their decision or maybe it is a mistake and the selected user should not be granted access to the anonymous ticket.

To give access to an anonymous ticket from the ticket level by setting the “Reporter” field:

1.Click the Reporter field.

2. Select the user from the drop-down list (there is a browser at the top of the list).

3. In the Ticket visibility extension window, confirm your choice by clicking the Confirm button. (Ensure that you are granting access to the ticket to the correct user.)

4. Once you have properly completed the steps above, the selected user has been granted access to the anonymous ticket - his or her information will be displayed in the Reporter field.

To give access to an anonymous ticket from the ticket level by setting the “Reporter” field:

1. Click the Assignee field.

2. Select the appropriate HelpDesk Employee or Administrator from the drop-down list (there is a browser at the top of the list).

3. In the Ticket visibility extension window, confirm your choice by clicking the Confirm button. (Ensure that you are granting access to the ticket to the correct assignee.)

4. Once you have properly completed the steps above, the selected HelpDesk Employee / Administrator has been granted access to the anonymous ticket - his or her information will be displayed in the Assignee field.

To give access to an anonymous ticket from the ticket level by setting the “Observers” field:

1. Click the icon.

2. Select the appropriate user(s) from the drop-down list (there is a browser at the top of the list) in the Appointing the ticket observers.

3. In the Appointing the ticket observers window, confirm your choice by clicking the Save changes button. (Ensure that you are granting access to the ticket to the correct assignee.) The selected user or users will be displayed in the field. If the user you want to add to the list of the anonymous ticket observers does not have access to this ticket, a warning will be displayed.

4. Once you have properly completed the steps above, the selected user has been granted access to the anonymous ticket - the number of observers will be displayed in the Observers field. To check the list of observers, click the icon.

Note! Anonymous ticket access is not granted from the ticket level only. The comprehensive protection of access to an anonymous ticket also requires configuration in other sections of the HelpDesk module:

In nVision, we distinguish between the user roles and the roles in the Ticket system (HelpDesk). These roles are linked to each other, e.g. only a user with the Administrator or Super Administrator role can act as the Administrator in the HelpDesk. Depending on the user role and the HelpDesk role configuration, the ability to restrict access to an anonymous ticket may be disabled - this is the case with the Super Administrator role whose rights (except for a few exceptions) cannot be restricted in the entire nVision system.

Characteristics of the roles in HelpDesk - from the point of view of anonymous tickets:

1.User - the user with this role can add new anonymous tickets (if the feature is enabled). By default, the user does not have access to the anonymous ticket they have created themselves.

2.HelpDesk Employee - the user with this role may be able to add new anonymous tickets and may also be designated to process anonymous tickets. To grant or restrict access to anonymous tickets, it is necessary to correctly configure the HelpDesk, including but not limited to the following sections:

3.Administrator - the user with this role has unrestricted access to all HelpDesk sections. The Administrator cannot have his access to anonymous tickets disabled or restricted.