WISAG Enhances SharePoint Help Desk Security with Field-Level Permissions

WISAG is one of Germany’s leading providers of facility services, including building maintenance, cleaning, security, and technical operations. The company relies heavily on internal help desk systems to manage service tickets across departments and sites. 

Their SharePoint-based help desk worked well for tracking and organizing requests, but it lacked a critical feature: granular control over which users could see specific data within each ticket. 

Core challenges included: 

• All users had visibility into every field, even those with confidential or irrelevant information 
• There was no native SharePoint functionality to restrict field visibility based on user roles 
• The risk of accidental data exposure increased as more departments accessed the system 
• Internal compliance teams flagged this issue as a potential governance risk 
• WISAG needed a solution that would let them maintain a single form layout but control field-level visibility and editability depending on the user’s role. 

SnapOn Software deployed its Field-Level Security Module - a lightweight, no-code solution that extends SharePoint forms with role-based visibility and edit rules at the field level. 

With SnapOn’s help, WISAG was able to: 

• Configure field-level permissions within existing SharePoint help desk Forms 
• Allow only designated users to view or edit certain fields (e.g., admin notes, priority settings, escalation paths) 
• Preserve the original SharePoint Form structure, avoiding the need for redesign or third-party forms 
• Protect internal data while maintaining usability for front-line teams 
• This meant users in different roles—such as agents, managers, or contractors—only saw the fields relevant to them, significantly reducing the risk of information leakage. 

Implementation 

SnapOn Software collaborated with WISAG’s SharePoint and compliance teams to: 

• Identify user roles and data sensitivity levels 
• Define access rules for each field within their help desk forms 
• Apply these rules using SnapOn’s no-code logic builder 
• Validate form behavior across real use cases before rollout 
• No custom development or external services were required—WISAG managed everything in-house with SnapOn’s intuitive configuration tools. 

The upgrade delivered major security and efficiency benefits: 

• Protected sensitive internal notes and escalation data from unauthorized users 
• Improved compliance with internal and external data governance policies 
• Reduced confusion and support requests related to misused forms 
• Enabled cross-departmental collaboration without sacrificing control 
• By integrating field-level security directly into SharePoint, WISAG maintained consistency across its workflows while strengthening internal data protection. 

Why WISAG Chose SnapOn Software 

• Ability to add precise control to existing SharePoint Forms  
• Quick, no-code deployment model with minimal training required 
• Strong alignment with compliance and governance requirements 
• Proven success in improving internal help desk workflows 

Key Benefits 

• Field-level visibility and edit control by user role 
• Seamless integration with SharePoint Online 
• No need to redesign forms or rely on third-party form tools 
• Better compliance, security, and user confidence 

Learn more about our Forms tool today!