Roles in Orange Tracker

Orange Tracker has two different user capacities across the application: customers and agents.

Customers

Customers are users that submit requests into Orange Tracker, and have access to the Help Center and Portals. A license is not required for users operating in this capacity.

What are Customers (from Atlassian): https://support.atlassian.com/jira-service-management-cloud/docs/what-are-service-desk-customers-and-organizations/

Agents

Agents are users that interact with submitted work items (requests) in Orange Tracker, and have access to the agent interface (and functions) as well as everything a customer does. Agents are able to be assigned roles within an Orange Tracker project. A license is required for users operating in this capacity.

What are Agents (from Atlassian): https://support.atlassian.com/jira-service-management-cloud/docs/what-do-agents-do-in-jira-service-management/

Agent Role: Administrator

Service Management

Administrators are able to access and update the project settings. They are also able to manage project access and set roles, configure Customer Request Types, and manage automations. They are also able to manage some aspects of customer interactions, such as what notifications customers receive and related templates.

Agent Role: Service Desk Team

Service ManAgement

Service Desk Team members are able to interact with and process requests that come into an Orange Tracker project. This includes being able to view all work items (requests) in an Orange Tracker project, assigning work items to themselves, communicating with customers, and transitioning work items through the workflow.