Setup SR Teams
A SR team is a group of people that work together to solve SRs. For example, a SR team can include support agents, support managers, and product managers.
If your admin has set up SR teams, you can add people to the SR Team related list on SRs. When adding a team member, choose one of the predefined security roles that the person plays on the SR. Roles determine the level of access to a SR, such as read-only or read and write access.
USER PERMISSIONS NEEDED
To set up and manage SR teams: Update on Users, Update on SRs.
After you set up SR teams, users can:
- Add people to the SR Team.
- Choose one of the predefined roles that the person plays on the team (Team Lead, Team Member etc). Roles determine the level of access to a SR, such as read-only or read and write access.
- Filter SR lists when they’re a team lead, by choosing My Team’s SRs.