Actors and personal roles in service

Mostly, several actors or persons responsible are involved in service cases, often even staff members of different departments or companies (e.g. suppliers). Which ones these are exactly depends on the service case (service call and order, as well as their type specification). For example, a call requires an author (creator) in any case, but no service technician. An order with a service mission, however, requires the the service technician role. The actors are included in the contact assignment, and personal roles are assigned. Teams and individual actors can be added to the contact list.

In the standard, the following service-relevant personal roles exist:

Personal roles	Identifier	for service call	for servicequote	for service order
Creator	`SVC_CRE`	x	-	-
Techn. office work	`SVC_TEC_INT`	x	-	-
Techn. field work	`SVC_TEC_EXT`	x	x	-
Booker	`SVC_DSP`	x	-	-
Service director	`SVC_MAN`	x	-	x
Post processing	`SVC_PST_PRC`	x	-	-
Supplier	`SVC_SUP`	x	-	-
Customer	`CON_PRS`	x	x	x
Operating company	`SVC_OPC`	x	-	-
Service partner	`SVC_PTN`	x	x	x
Customer contact	`SVC_CST_PRS`	x	x	x
Invoice recipient	`SVC_BIL_RCP`	x	x	x
Customer service agent	`CST_SVC_AGN`	x	-	x
Customer responsible	`CST_ACC_AGN`	x	-	x
Service technician	`SVC_TEC`	-	x	x
Service engineer	`SVC_ING`	-	x	x

Admin: You can assign personal roles to service cases in the Service / Contact roles administrator menu. Service case identifiers can be identified by their PSA_SVC_... prefix.

Admin: You can define teams beforehand in the team management where the team members can be assigned. A team can receive a role in a case, but not the members of a team. If a team is broken up, its members inherit the role.

Note: The person responsible for the customer (CST_ACC_AGN) is created as a role, "Custumer Account Manager", and service agent (CST_SVC_AGN) is defined as customer-service-agent in the contact relationship of the service call. This assignment is only made initially, and will not be changed automatically. If the account manager or service agent of the customer changes, the corresponding "Customer - Account Manager" assignment to the service call persists and can only be updated by assigning the customer to the service call once again.