Ticket Roles

Ravenna assigns specific roles to users on each ticket to control access, notifications, and workflow permissions. Understanding these roles helps you manage tickets effectively and ensure the right people are involved at the right time.

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Requester

The Requester is the person who originally requested help or submitted the ticket. This is typically the end user who needs assistance.

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Key Characteristics

Each ticket can have only one requester, who is automatically assigned when the ticket is created from a Slack message or form submission. The requester receives updates about ticket status changes and new messages throughout the ticket lifecycle.

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Author

The Author is the person who physically created the ticket in Ravenna. This may be the same person as the requester or a different user acting on behalf of the requester.

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Key Characteristics

Each ticket has one author who cannot be changed once the ticket is created. The author remains fixed throughout the ticket lifecycle.

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Common Scenarios

In self-service scenarios, the author and requester are the same person. For proxy creation, a support agent creates the ticket on behalf of a user who needs help. During escalation, a manager creates a ticket for a team member’s issue that requires formal tracking.

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Author vs Requester

The author is the person who created the ticket record in Ravenna, while the requester is the person who the ticket is for (the person needing help). In most self-service scenarios, they are the same person. However, they are different people when someone creates a ticket for another user.

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Assignees

The Assignee is the person responsible for working on and resolving the ticket. This role can be changed throughout the ticket lifecycle as work is transferred between team members.

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Key Characteristics

Each ticket can have only one assignee at a time, but this can be changed as work progresses. Tickets can exist without an assignee, and the assignee receives updates about ticket changes and new messages.

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Assignment Methods

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Manual Assignment

Assign tickets from the ticket detail page, or use bulk operations to assign multiple tickets at once from ticket lists. You can also assign tickets directly from Slack.

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Automatic Assignment

• Queue auto-assignment: Configure queues to automatically assign tickets to specific users
• Round-robin: Distribute tickets evenly among team members
• Workflow automation: Use workflows to assign tickets based on conditions

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Self-Assignment

Use the “Assign to me” quick action button for users to assign tickets to themselves. This option is available in ticket details, ticket lists, and Slack.

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Followers

Followers are users who need to stay informed about ticket progress but aren’t directly responsible for resolving it. Multiple users can follow a single ticket.

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Key Characteristics

Any number of users can follow a ticket and receive updates about ticket changes and new messages. Followers can be added or removed at any time, but following doesn’t grant additional ticket access.

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Managing Followers

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Adding Followers

Add followers from the ticket detail page, or use workflows to automatically add followers based on conditions.

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Removing Followers

Users can remove themselves from following tickets, and workflows can remove followers when conditions are met.

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Notification Settings

Followers receive DM notifications for ticket updates through Slack. You can also configure email preferences for follower updates.

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Approvers

Approvers are users who have the authority to approve or decline tickets before work can proceed. This role is essential for workflows requiring authorization.

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Key Characteristics

Tickets can have multiple approvers who can approve or decline tickets. Approvals can trigger automated actions through workflow integration, and approvers receive special notifications and reminders.

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Approval Process

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Approval States

• Pending: Ticket awaits approval decision
• Approved: At least one approver has approved the ticket
• Declined: At least one approver has declined the ticket

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Approval Actions

Approvers can approve the ticket to allow it to proceed, decline it with an optional reason, or remove their previous approval decision.

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Approval Notifications

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Slack Integration

Approve or decline tickets directly from Slack using approval buttons. The system sends automatic reminders for pending approvals and notifications when approval decisions are made.

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Email Notifications

Receive email notifications for pending approvals, with automatic escalation for overdue approvals. All approval decisions are tracked in an audit trail.

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Managing Approvers

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Adding Approvers

Add approvers when creating tickets, or use workflow automation to automatically add approvers based on ticket type. You can also manually add approvers to existing tickets as needed.

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Summary

Ticket roles in Ravenna provide a structured way to manage responsibility and visibility across your support workflow. The requester is the person who needs help and receives status updates and notifications. The author is the person who created the ticket and has full visibility into ticket progress. The assignee is the person responsible for resolving the issue and can be changed as work progresses. Followers are people who need to stay informed and receive updates without direct responsibility. Approvers are people who authorize ticket work and can approve or decline before work proceeds. Each role serves a specific purpose in your ticket workflow, ensuring the right people have the right level of access and information at each stage of the process.