The user is validated against Rackspace’s internal permission systems when the create and update API calls are made and when the user associates a resource to the ticket.
Rackspace cannot prevent an unauthorized user from viewing a synchronized ticket within the user’s ticketing system. Controlling tickets read in the synchronized ticketing system is the sole responsibility of the user.
Optionally, a user’s permission to create, edit, or associate a ticket to a resource can be enforced by the user’s ticketing and permission systems for a better user experience.
Rackspace has two permissions systems. One supports our dedicated product offerings and another supports all other product offerings.
If a user wants to create or update a ticket under a particular dedicated account, the authenticated user needs either the
Account Administrator or
Edit Account Tickets permission on that account.
If the user also wants to attach resources or update a ticket with resources currently attached, they need
Edit privileges on at least one of those resources.
All existing permissions can be viewed and edited within the my.rackspace.com portal.