End-User, Light-Agent and Agent roles definition

Role

Description

Agent

They are CAST Technical Support member. Their role is to:

•Solve tickets

 

Light Agent

They are CAST members except CAST Technical Support members.  Their role is to:

•To be kept informed about tickets

•Provide subject matter expertise and advice by adding private comments to tickets

End-User

They are CAST Customers.  Their role is to:

•Request support on CAST AIP Products

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