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My team

Contact persons of external customers (service requesters) can create user accounts for access to Alvao for their colleagues using the WebApp - user menu (in the upper right corner) - My team command, which opens the My team page. The page is only available to members of the Team managers group. If you want to make this functionality available to your customers, add their contact persons to this group.

Recommended user group structure​

We recommend using the following group structure for assigning SLAs to customers.

Let's have a service Technical Support which is accessible to customers. The service offers following SLAs:

  • Free Support
  • Standard Support
  • Premium Support

There are 3 groups of users:

  • Free Support Group
  • Standard Support Group
  • Premium Support Group

These groups have corresponding SLAs assigned to the service.

A customer Acme corp. orders the standard support for routine tickets and premium for critical events. So for this customer we will create 2 more groups. The Acme - Standard Support Group will be a member of the Standard Support Group group, and the Acme - Premium Support Group group will be a member of the Premium Support Group group.

The customer's contact users will then be assigned to both the Acme - Standard Support Group and Acme - Premium Support Group. They will be able to assign SLAs to their users by assigning the user to the appropriate group on the My team page.

So the customer's groups do not have SLAs directly assigned to the service, but are members of other groups. This creates 2 levels of groups, one level describing the SLAs provided on the service and the other level containing groups with customer's requesters.

Creating a new customer​

  1. Create user group for each service and SLA provided to customer and add them to the groups representing the SLAs, see Recommended user group structure.
  2. Create user account(s) for the customer's contact users. Fill in all the necessary fields for these users, especially name, username, email and organization.
  3. Assign the user to all the groups created for the customer.
  4. If the customer's contact user will be managing the requesters themselves, assign them to the Team managers group.
  5. If you are creating another requester account on behalf of a customer's contact user, set a customer's contact user as its manager.

Customer removal​

  1. Delete the customer's user groups.
  2. Block or remove the customer's users.