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User roles in tickets and services

User roles in services are set in Administration - Service Desk - Services - Edit - Service team roles.

Main solver​

The main solver handles new tickets and also manages unassigned tickets and assigns them to individual solvers.

Each service should have at least one main solver. The only exception is services marked as folders, in which new tickets cannot be created.

tip

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 Administrators once a day. You can check service settings immediately after making changes in Administration - Settings - Configuration check.

Each main solver can designate a delegate to manage the service in their absence. User menu - Settings - Out of office.

Solver​

The role of solver is to resolve tickets assigned to them by Main solver. If a service has just one solver, new tickets created or assigned to that service are automatically assigned to that solver.

Solver group member​

Solver 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 ticket. There can be multiple solver groups in one service.

Exceptional solver​

Exceptional solver only sees tickets assigned to them by another solvers. They can't view other tickets within the service. Nor can they see tickets which they have resolved in the past but later assigned to another solver.

Service manager​

Service manager oversees the resolution of tickets.

If the manager directly resolves a ticket, then that manager becomes the solver fo that ticket automatically. Otherwise, however, manager cannot take over any ticket for resolution and no one can assign it to them.

Service team​

The service team consists of main solvers, solvers, solver group members and service managers.

Team members can only search for people who are within the same organization. When one searches for an organization, then they will only find their organization. They do not see the actual entries of people or their organizations.

Service team members can view all child tickets of a parent ticket in their services.

A service team can be split into several sub-teams as per the group of requesters. Each requester group is then served by a different sub-team.

Service reader​

Views 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 service team of a different service, and can move 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 reject 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 them 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 - Requesters).

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 fields for Requester and Solver
  • Details of the solver if the solver is from different organization than the requester
  • Custom fields of the ticket related organization
  • Details of the ticket related organization if the requester is not from that organization

Also can see additional ticket fields enabled, see Administration - Service Desk - Services - Service - Edit - Extended - Show requester optional items.

Can only see records in the ticket 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 per ticket service).

Can only search for people in their organization. They cannot view custom fields of people or other organizations in the search results.

A ticket can have other ticket participants which gives them the same permissions as the requester. Any requester of a service can be a ticket participant 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 service permission settings scenarios​

  1. Main solvers only - the service has only main solvers who self assign new tickets. This model is usually suitable for smaller teams of peer solvers.

  2. Main solvers and solvers - main solvers manage new tickets 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 a higher level support (l2, L3 etc).

  3. 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 ticket. The solver groups usually represent autonomous teams from other departments or external organizations (outsourced services) usually in the higher levels (L2, L3 etc).