User Roles in Services

User Role

Description

Operator

Has permissions identical to those of solvers (see below), but is only entitled to assign request (he/she cannot become the solver of the requests).

An operator sees the following in the list of requests:

requests with a solver assigned;
requests with no solver assigned;
overdue requests.

In the knowledge base he/she can see even the unpublished knowledge and can manage knowledge assigned to services where he/she is an operator. Can manage unsorted knowledge.

Can create and edit Request templates.

Manager

Sees all requests in his/her services and all request details as well as all log entry details.
Sees overdue requests.

A manager can:

hand over requests, but cannot become a solver;
close and reopen a request with and without assigned solver;
return a request to the operator.

The Service Manager can use ALVAO Admin to manage services (including services of other managers), SLAs, processes, operating hours, and request categories. He/she cannot create new or delete existing services.

In the knowledge base he/she can see even the unpublished knowledge and can manage knowledge assigned to services where he/she is a manager. Can manage unsorted knowledge.

Can create and edit Request templates.

Solver

Sees all requests in his/her services and all request details as well as all log entry details.
Sees the requests assigned to him/her as a solver, but cannot see requests that are to be approved by someone else.

Command limitations:

Assign to solver – same as operator (without limitation).
Resolve – the solver can only solve requests assigned to him/her.
Take next request – only with the "take next request" permission.
Return to operator – the solver can return a request to the operator; this concerns requests being solved by himself/herself or another solver.
Reopen the request – the solver can reopen a request only if he/she is the solver of the request (not only the solver for the given service).

In the knowledge base he/she can see even the unpublished knowledge and can manage knowledge assigned to services where he/she is a solver. Can manage unsorted knowledge.

Cannot create or edit Request templates; can only use them.

Irregular solver

User with this role:

Can have any service request assigned, even if he/she does not have any other permission on the service.
Can not view requests on the service without additional permissions.
After request assignment has all the request solver permissions, also receives the alerts for request not being resolved when inactive.
Does not have permissions for other requests on the service granted by the request assignment.

In the knowledge base he/she can see even the unpublished knowledge and can manage knowledge assigned to services where he/she is an extraordinary solver. Can manage unsorted knowledge.

Reader

Sees all requests in his/her services and all request details as well as all log entry details.

Enabled commands:

Insert an event (note, phone call, personal meeting, letter, voice message, other)
Send message
Reply
Reply to all
Forward
Forward Request
Receive Notifications

The reader can not use other commands than enabled ones.

The lists in which the requests visible for the reader are displayed:

Requests – Requester's requests
Requests – Solver's requests
Requests – Resolved requests
Requests – All requests
Log

The reader has an option to view the address book and organizations overview.

In the knowledge base he/she can see even the unpublished knowledge assigned to the services on which he/she is a reader, but cannot edit them.

Solver with the privilege to remove the request (main solver / secondary solver)

These solvers can take another request from the requests queue. In addition, they also receive notifications about request creation which are sent only to operators by default.
They first take requests from the services where they are main solvers, and then from the services where they are set as secondary solvers.

Requester

Sees his/her requests sent. Can have access to the ALVAO WebApp, but has no permission to launch the SD Console.

Cannot see the following items in the request details:

Priority
Notes
Category
Work
Internal target

Can see the items listed in the "Display optional items to requester" (service settings, the Extended tab):

Can only see items in the Request log for which the option "Show to requester" is activated.
Has limited access to commands handling the requests.

The requester can reopen his/her request if the due date for retrospective opening (set on the request service).

In the knowledge base he/she can see the published knowledge assigned to the services on which he/she has SLA, but cannot edit them.

Can view only some columns in the requests list.

The requester can search in the contact data of people from the same organization.

Approver

Can see all requests that are waiting for his/her approval. Any user can be an Approver because the request can be handed over for approval to any user.

Commands:

Approve
Reject

Administrator

The Administrators group member can not see any requests.

Team of Solvers

Users with the operator, solver, or manager roles are considered members of the solver team in a service.

Note:

The Requester role is set by assigning an SLA to a user, see ALVAO Admin, Manage – Service Desk – Services – Edit – SLA tab. Member roles of the solver team members can also be set in the section for service editing, but this time on the Permissions tab.

Note:

The system checks regularly whether all requesters in the services have an operator assigned to them (or at least a solver authorized to accept the request). If any discrepancies are found, Mailbox Reader will send daily e-mail notifications to the ALVAO system administrators (the Administrator role).
You can check the service settings by selecting Admin – File – Configuration check immediately after changes are made.

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