Organization

Through the organization form, you can register both internal organizations (such as structural units, business departments, and departments) and external ones (such as suppliers, service providers (MSP), and external clients).

An internal organization is an organization that belongs to the administrative hierarchy, as well as an organization directly associated with space within the R-Service (RR Tech Service Management) system. An organization directly associated with a space can be found in the ‘Space Overview’ section of the settings console. Any organization, directly or indirectly associated with this organization through hierarchical relationships, is considered internal.

An organization is considered external if it is defined within the R-Service system space (or its parent space), but not part of the administrative hierarchy belonging to the organization directly associated with the R-Service system space.

However, if we are talking about a trusted organization, it is not defined within the R-Service system space or its parent space. It can be either an internal or external organization with trusted relationships with the space (support domain) in which the organization is registered.

It’s important that organizations are correctly identified by the R-Service system as internal or external. Examples of using this distinction:

• People associated with an external organization can only submit requests to people associated with the same organization.
• People from a different space can become an SLA client representative only if they belong to an internal organization.
• Options in the “Supplier” fields are limited to external organizations and the organization directly associated with the space.

It’s possible to simply link all employees and long-term contractors under a single record of an internal organization, but it’s strongly recommended to link people with the department they work in, as this allows for the conclusion of SLAs with specific departments.

A person can only belong to one organization.

Service Level Managers need to manage information about external suppliers and external client organizations, while Configuration Managers are responsible for managing configuration items providers. Space Administrators are typically responsible for internal organizations. Therefore, service level manager role, configuration manager role, account administrator role, and/or directory administrator role have access to manage organization records within this space.

The organization fields page provides recommendations for utilizing each field within the organization form.