Dissemination level

TLP:AMBER

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Helpdesk Roles Management

Roles in the GGUS helpdesk system define the permissions and capabilities each user has when interacting with tickets. Proper role assignment ensures that users have access to the appropriate tools and information they need for their specific tasks.

By default, newly registered users are automatically assigned a role with minimal privileges. This means new users can only submit user tickets and can't access tickets from other users. 

When you first log in, your role previously defined in GGUS will be assigned typically within a few days. This role determines your access level and the type of tickets you can interact with. If your role is not assigned after several days, you can escalate the issue by submitting a ticket to the Ticket Process Manager (TPM).

How to Check Your Role 

You can check your assigned role by following these steps:

  1. Click on your User Logo in the top right corner of the helpdesk interface.
  2. Navigate to Profile and select Roles.

Note: If your expected role is not assigned after several days, you can escalate the issue by submitting a ticket to the Ticket Process Manager (TPM).

Role Hierarchy and Capabilities

Standard Roles 

  1. User

    • Permissions:
      • Submit basic tickets.
      • View only your own submitted tickets.
    • Use Case: Standard user role for basic ticketing needs.

  2. GGUS User (in development)

    • Permissions:
      • Enhanced ticket submission interface.
      • Read-only access to all tickets.
      • Personal information like names and e-mails is not visible. 
    • Use Case: Users requiring broader visibility into the ticketing system but with limited editing rights.

  3. Common = Supporter

    • Permissions:
      • Full read and write access to all tickets.
    • Use Case: Support staff responsible for managing and updating tickets across the system.

  4. GGUS Expert

    • Permissions:
      • Can route tickets to Third Level Support and Product Teams.
    • Use Case: Advanced support staff who manage escalations and ticket routing to specialized teams.


Roles with Specific Capabilities 

These roles provide additional capabilities beyond the standard roles and are assigned based on specific needs. The prerequisite for obtaning any of these roles is having at least Supporter role. 

  1. <vo>

    • Indicator of Membership in Virtual Organization (VO):
      • Shows that the user belongs to a specific Virtual Organization.

  2. <vo>_team

    • Permissions:
      • Ability to submit tickets on behalf of a team.
    • Use Case: Users representing teams and submitting team-related tickets.

  3. TPM (Ticket Process Manager)

    • Permissions:
      • Additional section in the Overview showing tickets submitted to the TPM.
    • Use Case: Users who manage the ticket process and address unassigned or escalated tickets.

  4. Alarm

    • Permissions:
      • Ability to submit high-priority Alarm tickets.
    • Use Case: Users who need to raise urgent, time-sensitive issues.

  5. Multisites

    • Permissions:
      • Ability to submit multisite tickets.
    • Use Case: Users responsible for managing tickets that involve multiple sites.
  6. Mini-Admins
    • Permissions: 
      • Ability to grant particular roles .e.g <vo> role to other users 
    • Use Case: Management of VO users in the helpdesk 


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