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User Roles in Services

User Role Description
Requester

Sees his/her requests sent.
Can have access to the ALVAO WebApp. Has no permission to launch the SD Console.
Cannot see the following items in the request details:

  • Priority
  • Notes
  • Area
  • Category
  • Work

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

  • Requested due date
  • SLA

Can only see items in the Request log for which the option "Display 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.
Solver Sees all requests in his/her services.
Sees all request details as well as all log entry details.
Command limitations:
  • Assign to solver
    • Only the current request solver can assign the request to another solver.
    • The solver can take over a request with no solver assigned, as well as a request that is being solved by a different solver.
  • Close – the solver can only close 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 the solver or by a different solver
  • Reopen the request – the solver can reopen the request only if he/she is the solver of the given request (not being only the solver on the given service).
Can see requests currently assigned to him/her in the Requests to be resolved window in the SD Console. However, cannot see those requests which are currently waiting for approval.

In the knowledge base he/she can see even the unpublished knowledge and can manage knowledge assigned to services where he/she is a solver.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.
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.
These solvers first take requests from the services where they are main solvers, and then from the services where they are set as secondary solvers.
Operator Has permissions identical to those of solvers. The operator cannot become a request solver.
Can use the "Assign to solver" command to assign an unassigned request or assign an already assigned request to a different solver.
The operator can see the following items in the Requests to be resolved window in the SD Console:
  • requests for which the operator is a solver
  • 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.
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
Manager Sees all requests in his/her services.
Sees all request details as well as all log entry details.
The Manager can see overdue requests in the Requests to be resolved window in the SD Console.

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

The Service Manager can use ALVAO Admin to manage services (including services of other managers), SLA, processes, operating hours, and request categories. The Service Manager 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.
Administrator The Administrators group member can not see any requests.
Reader Sees all requests in his/her services.
Sees 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.
Extraordinary 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.

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.

 

 

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