REFERENCEReference
Who sees what in Closure
Access in Closure comes from each team member's service-desk role: requester, technician, or supervisor. That role decides which pages and controls you see.
The three roles
| Role | Where they work | What they can do |
|---|---|---|
| Requester | Meus chamados (My tickets) | Open tickets, talk in the chat, attach files, follow tickets, and approve or reject the solution of the tickets they created. |
| Technician | Inbox, Board, Dashboard, Meus chamados, Categorias | Everything a requester can, plus: assign technicians, change status, edit priority, severity, category, and due date, write solutions and technical notes, log follow-ups, configure categories, link assets, and convert tickets to Forge. |
| Supervisor | Everything a technician can | View and operate other technicians' Inboxes and generate the Triagem em espera (on-hold triage) briefing on the Dashboard. |
Every team member can open and track tickets — requester is the minimum role. Anyone who tries to open the board without being a technician is redirected to Meus chamados.
Rules that apply to everyone
- Only the person who created the ticket approves or rejects the solution — technicians don't approve on the requester's behalf.
- Technical notes and follow-ups are internal: requesters never see them.
- While the solution is
Em revisão(Under review), the ticket's chat is disabled for the requester; after approval, it closes. - Links to Forge, Wiki suggestions, and Inventory asset pages depend on your access to those modules — without access, the options disappear or become plain text.
Make someone a technician
The service-desk role is set by an administrator in the team settings, outside Closure. See Team settings and Manage members.