A case in Gjallar has a set of users assigned to specific roles. There are a few builtin roles with fixed meanings:
Only one user (or sometimes person) can have the role Reporter, Source or Responsible. Multiple people can be Assigned, Interested or Alerted.
- Reporter. This is the user (or person) that entered the case into Gjallar and it is automatically set and can not be modified. If the case was created by email then it refers to the user (or person) with the matching email found in the From:-field. If it was created online then it refers to the user logged in (not a person, because persons can not login).
- Source. Sometimes a Process might want to make a distinction between the user (or person) from which the case originates and the user (or person) that actually enters it into the system. A typical example is IT-support personnell receiving cases by phone and entering the cases themselves.
- Responsible. This is the user in Gjallar that has the ultimate responsibility of the case. Only one user can be responsible, but who it is can change over time.
- Assigned. There are three levels of general association with a case. Being assigned means that you are actively working on the case. Several users (or persons) can be assigned.
- Alerted. Being alerted means that the user (or person) is not working on the issue but has a significant interest in the case. If a case is created by email and there are extra recipients in the To:-field that match users (or persons) in Gjallar then these people get this role automatically.
- Interested. Being interested is a lower level of interest than being alerted. If a case is created by email and there are extra recipients in the CC:-field that match users (or persons) in Gjallar then these people get this role automatically. This is also the role you easily can assign to yourself if you want to get general notifications about a case that interests you.
Each Process in Gjallar can define additional more specific roles that users can be given or take, but such extra roles can mainly only be used for extra filtering purposes or communicating specific intent. For example an organization might want to also differentiate who will be verifying the case etc.
See Responsible for more information.