The Supervisor Role provides maximum access to the system and includes the capability to configure the structure of the Configuration Management Database (CMDB), Workflows, Service Level Agreements, Teams, Customer and User details.
The Supervisor view has the following tabs to populate and use the system:
Home - Provides the User with a list of their active requests, dashboard reports and survey responses. Allows the User to create Alerts and Quick Call templates, and edit their account details.
Operations - Allows the User to view, create and edit all Service Requests, Incidents and Problems.
Change - Allows the User to view, create and edit all Change Requests, and if relevant Release and Deployment tasks.
Configuration - Allows the User to configure the CMDB including the setup of Item Categories, Item Types and Configuration Items.
Service - Allows the User to define Service Level Agreements, create Operation Level Agreements and Underpinning Contracts and view all Maintenance Contracts.
User - Enables the User to create other User accounts, Customer accounts, Organizational Units, Partner Organizations and define support Teams.
Knowledge - Allows the User to view, create and edit Knowledge Base Articles, FAQ's, and Article groups. Users can also create and manage Surveys and Forums within this tab, if enabled within their account information screen.
Reports - Provides the User access to all Reports generated by the system.
Finance - Allows the User to view, edit and create Invoices and Purchase Orders (if enabled).
If a Supervisor User is also assigned Finance and/or Manager privileges, the functionality of all Roles is accessible through the Supervisor User view.