What a user can see and do can be influenced by their Memberships within larger entities. You can add a user to a number of other entities, including:
- Organization – primary organizational unit (companies, subsidiaries, etc.)
- Department – functional unit (accounting, administration, marketing, IT, etc.)
- Location – physical/geographic unit (cities, sites, buildings, offices, rooms, etc.)
- Group(s) – role-based unit (end users, managers, technicians, etc.)
These entities give the user base structure and provide the overall framework for capturing and reporting information related to users and issues within your system.
Users and organizations are the only entities every system is required to use, since every issue must have a submitting user and every user must belong to an organization. The use of departments, locations and/or groups is optional.
Using entities to influence a user’s experience is also optional. For example, users that belong to a certain organization may see a different Site Title and Site Colors. Users that belong to a certain department may see only issues submitted by or assigned to other members of their department. Users that belong to a certain group may see additional Quick Picks, Issue Types and Tasks that cannot be seen by other users.
The relationships possible between memberships and specific fields, objects and site appearances are outlined in the following table:
Table 9: Field and object filters that can be controlled at the entity level
As you decide which entities to use in your system, keep in mind how the system responds to issues can be automated based on these values. This includes Auto Assignments, Email Distribution Lists, Escalation Rules, Service Contracts and Service Level Agreements.