Stakeholder Roles

You can define different types of stakeholders who are interested in the progress and status of call.

System Stakeholder Roles

ASM contains special stakeholder roles. You should not modify or alter these roles.

The Email Recipients role

One such role is "Email Recipients". Users CC'd via email can automatically be added as stakeholders to the ticket (see Outgoing Email Server Settings for more information). This allows ASM to include these special "stakeholders" in email responses. You can also add stakeholders with this role ad-hoc to have the listed individuals or groups receive email updates.

The Follower role

Available after 10.6.8.15097

This role allows Users to view Calls, Requests, and Approvals where they are assigned the Follower role in the Self Service Portal (SSP).

The Self Service Portal Role>Options>Manage Stakeholder Calls (to follow calls) and Manage Stakeholder Requests (to follow requests) options must be enabled

Users with this role can:

• Search for and view Incidents, Requests, or Approvals where they are assigned the Follower role.

• Access Call details, including a read-only Call history and conversation history.

• Followers can also Chase the call on behalf of the assigned user to the call, with appropriate permission are applied (they must also have call chase enabled).

• Add or remove themselves from following a Call. This option applies to Calls, Requests, and Approvals.

The Stakeholder role

The other System Stakeholder role is "Stakeholder". Alemba recommends you do not change this role as it is a the System Default. If you rename it, identifying it at a later date will require a DB query.

Creating Stakeholder Roles

Before you start

As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.

Ensure you are in the correct partition before applying the settings.

You must have IPK Setup selected in the Admin tab of your General Access Security Role in order to configure any IPK administration settings.

1. Select ≡ > Admin > System Administration. The System Administration window appears.

2. In the Explorer pane, expand IPK Management.

3. Select Call Stakeholder Roles to open the window. A list of existing stakeholder roles appears.

4. Select the Plus icon. A row is inserted in the browse table.

5. Type a name for the stakeholder type into the Name field.

6. Save the changes.

7. Provide the Change Reasons if prompted to do so.

Renaming Stakeholders

1. Select ≡ > Admin > System Administration. The System Administration window appears.

2. In the Explorer pane, expand IPK Management.

3. Select Call Stakeholder Roles to open the window. A list of existing stakeholder roles appears.

4. To rename an existing stakeholder type, select it and type a new name over the existing one.

5. Save the changes.

6. Provide the Change Reasons if prompted to do so.

Deleting Stakeholder Roles

You cannot delete system values

1. Select ≡ > Admin > System Administration. The System Administration window appears.

2. In the Explorer pane, expand IPK Management.

3. Select Call Stakeholder Roles to open the window. A list of existing stakeholder roles appears.

4. Select the stakeholder role you want to delete. Select the delete (Trash can) Icon . If you attempt to delete the system default, you will receive a warning message.

5. Save the changes.

6. Provide the Change Reasons if prompted to do so.