Person (People)

Every person who requires access to the R-Service (RR Tech Service Management) system must be registered as a “person” (create a person record). People should be registered in order to link them to the requests they submit, the configuration items (CI) they use, and the workflows they manage, etc.

Typically, an organization registers a person record for each of its employees and contractors with whom the organization plans long-term collaboration. Person records can be maintained automatically using data, for example, from Active Directory. In addition to people working within the organization, it is possible to register people working for external organizations with which IT support frequently interacts.

A person with the analyst Service Desk role, account administrator role, and/or directory administrator role can manage person records for this space. However, only the space administrator can manage person records for roles. A person can manage their personal information and preferences on the self-service portal, within their person record, or in the settings console.

The Person fields page provides recommendations for using each field in the person record form.