A first step in defining your processes and customizing the system is to consider the different sets of users who will be using the application and what kinds of access they will need.
Users in Agiloft belong simultaneously to both groups and teams. A user can belong to multiple groups (receiving the superset of those groups' permissions) and to a primary team with additional teams. A user's access to the system – the tables and tabs they see, the records they see, the fields they see, the types of records they can create and edit, and the available menu actions – depend on group memberships. While you can create as many groups as you need, keeping the number of groups relatively small tends to make system maintenance easier.
A user's primary team determines what look and feel scheme they see – so you can have customers on different teams actually seeing a differently branded interface with different logos and colors. Staff Teams are generally used to define functional groups to whom tickets will be assigned and emails sent.
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In brief, groups determine the content of what members see. End user teams determine look and feel while staff teams define working units. |
Terminology
A note about terminology: We use the term end user to mean users who access the system through the end user interface, a simplified interface that allows them to create records of any kind, view any records made available to them, edit records defined as their own, and view any FAQs made available to them. These users cannot edit records defined as belonging to other people and they use the unlimited end user license.
We use the expressions "End User" or "Customer" interchangeably in this document to refer to company employees whose main role in the system is to make requests on their own behalf or for someone else (typically their supervisor or supervisee).
We use the term staff to indicate the people who are working on other people's issues – they may be solvers, technical support staff, IT staff, approvers, developers, sales reps, managers, or any other types of users who access the system through the staff interface.
"Technician" may also be used to refer to members of the IT organization or other teams that will be responsible for handling, creating, or responding to requests submitted by customers or other technicians.
Both end users and staff users may be employees of your company. Staff users require their own named license or may share a concurrent staff license.