Specialist role

Specialist

A person with the role of a specialist in a space can view all records of that space and edit all requests, problems, and tasks in that space. A person with the specialist role within a single space can also update requests from another space, if those requests are assigned to the team that they are a part of.

Agreements regarding Service Level (SLA) can be established between a provider and a customer belonging to different spaces. The specialist role within a space allows viewing Service Level Agreements (SLA) and related service offerings and services, for the organization associated with that space, whether it is a provider or a customer. Similarly, the specialist role provides access to viewing first line support agreements, for the organization associated with that space, whether it is a provider or a customer.

The specialist role does not grant permissions to add new records, except in three cases:

• specialists can create new knowledge articles if at least one of them has the knowledge manager role in the system’s RR Tech Service Management space of their organization;
• specialists can register requests for themselves;
• specialists can register risks that they have identified for their organization, provided the risk management functionality is activated within the space of the RR Tech Service Management system.

A specialist can open records belonging to teams they are a part of, in editing mode, to update the coordinator. This is usually needed for quickly reassigning the coordinator. A specialist selected in the Team Manager field has the ability to update all information about that team.

Typically, the specialist role does not grant permissions to view the Service Desk ID (support service) or Hourly Cost fields in a person’s record. A specialist can view these fields if they are a team manager. Specialists can view their own Service Desk ID when opening a record about themselves.

The specialist role within a space is a necessary condition for all other roles of that space, except for the auditor role and account administrator role. A person must also have the specialist role to become a participant in one or more teams of that space.