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Specialist

Specialist

A user whose Person record is linked to the Specialist role of an account is able to view all records of that account and edit all assignments (i.e. requests, problems and tasks) of that account. A person with the Specialist role of one account can also update requests of another account, provided that such requests are assigned to a team that the person is a member of.

Service level agreements can be established between a provider and a customer of different accounts. The Specialist role of an account provides the ability to view the SLAs (as well as their related service offerings and services) for which an organization of that account is either the provider or the customer. Similarly, the Specialist role of an account gives view access to the first line support agreements for which an organization of that account is either the provider or the customer.

The Specialist role does not provide the access rights to add new records. There are three exceptions, however:

  • specialists can create new knowledge articles, provided that at least one person has the Knowledge Manager role of their organization’s 4me account
  • specialists are able to register requests for themselves
  • specialists are allowed to register the risks that they have identified for their organization, provided that the Risk Management functionality has been activated in their organization’s 4me account

A specialist can open the teams that he/she is a member of in Edit mode to update the team’s coordinator. This allows the team coordinator role to be reassigned quickly whenever it becomes necessary. The specialist who is selected in the Manager field of a team is allowed to update all information of the team.

Normally, the Specialist role does not provide the access rights needed to view the Support ID or Cost per hour fields of a Person record. If the specialist is the manager of a person, however, then these fields are visible for the manager. Specialists are able to see their own support ID when they open their own Person record.

The Specialist role of an account is a prerequisite for each of the other roles of that account, with the exception of the Auditor role and the Account Administrator role. A person must also have the Specialist role of an account to become a member of one or more teams of that account.