Service Request Management roles and permissions

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

There are specific roles associated with Service Request Management. Service Management uses role-based permissions to enable you to complete a task that is appropriate to your role. The tenant administrator manages and assigns these permissions.

By default, the following roles are assigned to Service Request Management. These roles support request tracking and process ownership.

Role	Responsibilities
Service Request Agent	Provide first-level support through taking calls. Handle service requests using the request fulfillment processes. Classify, fulfill, and close the service requests.
Service Request Coordinator	Act as an escalation point agent when difficult or controversial calls are received. Assist analysts in providing first-line support when workloads are high, or where additional experience is required. Review and acknowledge service requests to help desk group.
Service Request Manager	Manage the overall help desk activities. Take overall responsibility for service request handling on the Service Desk. Act as a further escalation point for the coordinators. Report to senior managers on any issue that could significantly impact the business. Ensure that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, and so on.
Service Request Process Owner	Be responsible for ensuring the process is being performed according to the agreed and documented process and is meeting the aims of the process definition. Design, document, publicize, and continuously improve the request process. Define the Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the request process. Review KPIs and take the required action following the analysis. Address any issues with the running of the process.
Service Request Task Assignee	Perform the day-to-day operational activities. Perform assigned tasks. Handle console operations, i.e. monitoring the status of specific systems, job queues, and so on.
Request Approver	Review the submitted request and decide whether to approve or deny it.

Role

Responsibilities

Service Request Agent

Provide first-level support through taking calls.
Handle service requests using the request fulfillment processes.
Classify, fulfill, and close the service requests.

Service Request Coordinator

Act as an escalation point agent when difficult or controversial calls are received.
Assist analysts in providing first-line support when workloads are high, or where additional experience is required.
Review and acknowledge service requests to help desk group.

Service Request Manager

Manage the overall help desk activities.
Take overall responsibility for service request handling on the Service Desk.
Act as a further escalation point for the coordinators.
Report to senior managers on any issue that could significantly impact the business.
Ensure that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, and so on.

Service Request Process Owner

Be responsible for ensuring the process is being performed according to the agreed and documented process and is meeting the aims of the process definition.
Design, document, publicize, and continuously improve the request process.
Define the Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the request process.
Review KPIs and take the required action following the analysis.
Address any issues with the running of the process.

Service Request Task Assignee

Perform the day-to-day operational activities.
Perform assigned tasks.
Handle console operations, i.e. monitoring the status of specific systems, job queues, and so on.

Request Approver

Review the submitted request and decide whether to approve or deny it.

Review the individual permission assignments for each role in Administration > Master Data > People > Roles.