Skip Navigation LinksALVAO 11.2 / Admin guide / Services / User roles in tickets and services
User roles in tickets and services
User roles in services are set in Administration - Service Desk - Services - Edit - Service team roles.
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Main solver |
Solver |
Solving group member |
Exceptional solver |
Manager |
Reader |
tickets reporter |
Approver |
Requester/ticket participant |
| View all tickets within a service |
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| Create a new ticket (for) |
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| - self |
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| - On behalf |
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| Notifications |
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| - About new tickets within the service |
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| - About Unassigned ticket |
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| - When tickets are assigned to the solver group |
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| - About tickets assigned to a group but without a solver |
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| - About tickets assigned to a given user to resolve |
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| Ticket assigned |
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| Assigned tickets to another solve group |
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| - Unassigned – solver and solver group |
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| - Unassigned to an solver, but assigned to the group |
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| - Assigned to a user |
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| - Reassigned to another solver |
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| Approval or rejection of a ticket |
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| - View all ticket log records |
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| - View ticket log records for requesters |
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| - Creating a ticket log record |
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| Knowledge base |
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| - Display Knowledge articles for requester |
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| - Display Knowledge articles for Agents |
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| - Knowledge Management |
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| News in a service |
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| - Show news to requesters |
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| - Show news to solvers |
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| - Manage news |
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| Ticket templates from the service |
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| - Template use |
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| - Template Management |
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Main solver
The main solver handles new tickets and also manages tickets which do not have a solver and assigns them accordingly.
Each service should have at least one main solver. The only exceptions are services marked as folders, in which new tickets cannot be created.
Note:
The system is designed to periodically check that all services have a main solver assigned to it. If it does not find a main solver assigned to a service, an email alert is sent to the Alavo System Administrators once a day. You can check service settings immediately after making changes in
Administration - Settings - Configuration check.
Each main solver can assign a delegate to manage the service in their absence. User menu - Settings - Out of office.
Solver
The role of solver is to resolve requests assigned to them by Main solver. If a service has just one solver, new requests created or assigned to that service are automatically assigned to that solver.
Solving group member
Solving group is a team of solvers. The main solver or other group members can assign a ticket to the entire group for resolution, which then determines which team member will address the request. There can be multiple solver groups in one service.
Exceptional solver
An exceptional solver only sees ticket which another solver has assigned for resolution. Exceptional solver cannot see other requests within the service. Nor can they see requests which they have resolved in the past but assigned to another solver.
Service manager
The Service Manager oversees the resolution of tickets.
If the manager directly resolves a request, then that manager becomes the solver automatically. Otherwise, however, manager cannot take over any ticket for resolution and no one can pass it on.
Service team
The service team consists of main solvers, solvers, solver groups members and service managers.
Team members can only search for people who are within the same organization. When one searches for Organization, then they will only find their organization. They do not see the actual entries of people or their organizations.
All child tickets are visible for members of a service team of the parent ticket.
A service team can be split into several teams as per the group of requesters. Each requester group is then served by a different team.
Service reader
See all tickets within a service but cannot resolve them.
Service reader can search for the same people and organizations as if were a member of the service team.
Tip:
To make only a specific ticket available to users, set the users as
Followers of that ticket.
Tickets reporter
A tickets reporter is usually a member of the solver team from a different service, and can assign or create tickets which do not belong to their service. Once a ticket has been moved or created, the reporter can no longer view the ticket.
Ticket approver
The ticket approver is the user who is responsible to approve or deny the ticket. A ticket can have multiple approvers at the same time. Any user can be an approver, as a ticket can be assigned to anyone for approval.
An approver can only see the tickets which are assigned to him for approval.
Service requester
A service requester is a user who has at least one SLA assigned to the particular service (see Administration - Service Desk - Service - Edit - SLA).
The requesters can only see the tickets they have created. From the list of tickets, they can only view selected columns.
On the ticket page, they cannot see the items:
- Priority
- Notes
- Work
- Internal Target
- Custom person and organization entries for Requester and Solver
- Details of the investigator if the investigator is from an organization other than the requester
- Custom entries Related organizations
- Details of the Related Organization if the requester is not from that organization
Also can see additional request items enabled,see Administration - Service Desk - Services - Service - Edit - Extended - Show Requester optional items.
Can only see records in the request log which have the Show to requester option enabled.
Has limited commands available for working with tickets.
A requester (or ticket participant) can reopen their ticket if its within the reopen deadline (set on the ticket service).
Can only search for people in your organization. They cannot view custom entries of people or other organizations in the search results
A ticket can have other co-requesters which gives them the same permissions as the requester. Any requester of a service can be a co-requester of a ticket.
Other users
Users who are not assigned a role in a service do not see any tickets in that service, even if they are members of the Administrators group or other system groups.
Common permission settings in services
- Main solvers only - the service has only main solvers who self assign new requests. This model is usually suitable for smaller teams of peer solvers.
- Main solvers and solvers - main solvers manage new requests by working them or assigning them to other solvers. Other solvers only handle tickets which are assigned to them by main solver and do not work on tickets from the live queue. This model is suitable for larger teams whose members are divided into several lines. Thus, the main solvers are in the Level 1 support and the others are the next level support (l2, L3 etc).
- Main solvers, solvers and solver groups - As compared to the previous model, there are additional groups in the service. Main solvers can assign tickets to autonomous solver groups whose members determine which member will resolve the request. The solver groups usually represent autonomous teams from other departments or external organizations (outsourced services) usually in the higher levels (L2, L3 etc).
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