Key Contact

A final user can be assigned one additional role – Key Contact. This role provides additional functionality within the self-service portal. Specifically, a Key Contact can view all requests assigned to individuals working in the same organization as them, or in an organization hierarchically below their own. A Key Contact can add comments to these requests, and if needed, reopen them.

A Key Contact can access certain dashboards directly from the self-service portal. To do this, you need to grant access to the dashboard using a setting available for dashboards based on requests or affected SLAs. Within the self-service portal, a Key Contact can thoroughly examine such a dashboard and find detailed data. A Key Contact can apply filters, export data, or display the raw data.

The Key Contact role depends on the specific area. To access requests registered in this area, you need the Key Contact role. For example, this allows a manager to see all requests from employees within their organization, excluding requests registered in the HR area. This role cannot be shared with trusted areas.