Data Authorization Requirements for Service Calls

The table explains the various roles that can be defined for the activities related to Service.

Authorized Roles Tasks Associated Attributes Permissions
Call Taker
  • Performs call intake
  • Call
    • Call Taker
    • Call Center
    • Support Department
    • Support Engineer
    • Service Department
    • Service Engineer
    • Enterprise Unit
  • Installation Groups
  • Serialized Items

Other Attributes:

  • Items
  • Project
  • PCS Project
  • Business partners
  • The employee can only see, create or modify assigned calls.
  • The employee can only view and use assigned business partners.
  • The employee can only view and use assigned installation groups.
  • The employee can only view and use assigned (PCS) projects.
  • The employee can only view and use assigned items.
  • The employee can only view and use assigned serialized items.
Support Manager
  • Assigns calls to support engineers, if needed, updates the call
  • Call
    • Call Taker
    • Call Center
    • Support Department
    • Support Engineer
    • Service Department
    • Service Engineer
    • Enterprise Unit
  • Installation Groups
  • Serialized Items

Other Attributes:

  • Items
  • Project
  • PCS Project
  • Business partners
  • The employee can only modify assigned calls.
  • The employee can only view and use assigned business partners.
  • The employee can only view and use assigned installation groups.
  • The employee can only view and use assigned (PCS) projects.
  • The employee can only view and use assigned items.
  • The employee can only view and use assigned serialized items
Support Engineer
  • Assigns call from queue to him/herself
  • Solves the call
  • Call
    • Call Taker
    • Call Center
    • Support Department
    • Support Engineer
    • Service Department
    • Service Engineer
    • Enterprise Unit
  • Installation Groups
  • Serialized Items

Other Attributes:

  • Items
  • Project
  • PCS Project
  • Business partners
  • The employee can only modify assigned calls.
  • The employee can only view and use assigned business partners.
  • The employee can only view and use assigned installation groups.
  • The employee can only view and use assigned (PCS) projects.
  • The employee can only view and use assigned items.
  • The employee can only view and use assigned serialized items.
  • Transfers call to service order, maintenance sales order, customer claim, quotation, planned activity or field change order (in consultation with support manager)
  • Call
    • Call Taker
    • Call Center
    • Support Department
    • Support Service
    • Department Service
    • Engineer
    • Enterprise Unit
  • Service Order
  • Maintenance sales order
  • Customer claim
  • Service order quotation
  • Maintenance sales order quote
  • Service contract quotation
  • Planned activity
  • Field change order
  • The employee can only transfer assigned calls.
  • The employee can only zoom to and use assigned business partners.
  • The employee can only transfer calls to assigned:
    • Service order
    • Maintenance sales order
    • Customer claim
    • Service order quotation
    • Maintenance sales order quote
    • Service contract quotation
    • Planned activity
    • Field change order
Service Engineer
  • Assigns call from queue to him/herself
  • Solves the call
  • Call
    • Call Taker
    • Call Center
    • Support Department
    • Support Engineer
    • Service Department
    • Service Engineer
    • Enterprise Unit
  • Installation Groups
  • Serialized Items

Other Attributes:

  • Items
  • Project
  • PCS Project
  • Business partners
  • The employee can only modify assigned calls.
  • The employee can only view and use assigned business partners.
  • The employee can only view and use assigned installation groups.
  • The employee can only view and use assigned (PCS) projects.
  • The employee can only view and use assigned items.
  • The employee can only view and use assigned serialized items.