service desk role

A step can be assigned to a specific person, which is defined by the employee code. However, sometimes the identity of the service provider or approver isn’t known when the SLA is defined, but only at runtime.

For example, if the service desk manager wants to set up an SLA requiring approval from the building manager and the identity of the building manager is not known when defining the SLA, the service desk manager can define a general rule applicable for all buildings of a specific site by using a service desk role. At runtime, when a service request is entered, a lookup routine will use the Building Code from the service request and do a lookup of the specific building manager.

Without service desk roles, the service desk manager would need to define a separate SLA for each building, resulting in too many rules.