Multiple solver teams in a service
The validity of user roles in a service can be limited to requests from a specific group of requesters. In this way, the solver team within a single service can be divided into subteams, e.g. based on the requesters' locations.
A solver team is only authorized to handle requests whose requesters belong to the group for which the team is responsible.
Example:
The requesters of the IT/Printers/Something doesn't work service are divided into two groups, "London_employees" and "Liverpool_employees". The solvers for this service form two groups: "Solvers_printers_London" and "Solvers_printers_Liverpool". The "Solvers_printers_Liverpool" group has the Operator and Solver authorizations for solvers from the "Liverpool_employees" group, while the "Solvers_printers_London" group has the Operator and Solver authorizations for solvers from the "London_employees" group. If a user from the "Liverpool_employees" group creates a request in this service, only users from the "Solvers_printers_Liverpool" group will be informed and are authorized to resolve the request. Users from the "Solvers_printers_London" group will have no access to the request unless different authorization settings have been made.
Note: Go to Manage – Service Desk – Services – Edit – the Authorizations tab in ALVAO Admin to set up the roles of the solver team's members and specify the settings for individual groups of requesters.
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