User Roles

Lets know about different categories of users.

Categories of Roles.

There are 2 categories of Roles.

1. Global Roles

• Global Admin
• Stakeholder

Can use only inside the Users tab. This will be the role that can use inside the workspace. If a user is assigned any Global Role and not present in a team, then the Team Role related to the Global Role will be used inside that team.

2. Team Roles

• Team manager
• Responder
• Observer

Can use it as a Global Role and can use it inside a team. If a user is under a team with a lower role and the Global Role is a higher one, But inside that team, only the team role will be enabled. Team Roles have higher priority over Global Roles under a team.

1 . Global Admin

This is the role for an admin. A Global admin can do all the following functionalities.

• Invite new user.
• Create or delete a team.
• Can change the role of other users in teams and users tab.
• Create/Acknowledge/Resolve/Reassign Incidents.
• View and download all reports and logs.
• Create, edit, or delete a Schedule.
• Create, edit, or delete a Service.
• Create an schedule-override.
• Create, edit, or delete an escalation policy.
• Create, edit, or delete api token.
• Control reseller related settings like VOICE, IVR, LANGUAGE

This is a Global Role. The Team Role related with this is Team manager.

2 . Stakeholder

This is the role for a user who can view all things related under the workspace, but not edit them.
A Stakeholder can :

• View Incidents.
• View teams.
• View users.
• View and download all reports and logs (except user report).
• View schedule.
• View Escalation policy.
• View Services.

This is a Global Role. The Team Role related with this is Observer.

3 . Team manager

This is a Team Role. But you can use this as a Global Role to restrict the unwanted privileges inside the workspace. As the name suggests this role is used by the end user who manage the Team.
A Team manager can :

• Add user to team.
• Can change the role of other users in teams.
• Create/Acknowledge/Resolve/Reassign Incidents under that team.
• View and download all reports and logs under that team.
• Create, edit, or delete a Schedule under that team.
• Create, edit, or delete a Service under that team.
• Create an schedule-override under that team.
• Create, edit, or delete an escalation policy under that team.
• Create, edit, or delete api token under that team.

4 . Responder

This is a Team Role. But you can use this as a Global Role to restrict the unwanted privileges inside the workspace. As the name suggests this role is used by the end user who responds to the incidents.
A Responder can :

• Create/Acknowledge/Resolve/Reassign Incidents under that team.
• View schedule, Escalation policy, Services under that team.
• View and download Notification log, Incident report under that team.

5 . Observer

This is a Team Role. But you can use this as a Global Role to restrict the unwanted privileges inside the workspace. As the name suggests this role is used by the end user who only observes the team.
A Observer can :

• View Incidents under that team.
• View schedule, Escalation policy, Services under that team.
• View and download Notification log, Incident report, API log and Email log under that team.