The concept of user roles and service desk identities is integral to the Service Desk application. Service Desk Steps can be assigned to Service Desk Roles instead of specific employees.
The Service Desk Roles have two purposes:
Often the identity of the Business Manager (Approver) or Service Provider is not defined at the time the SLA rules are created. For instance, suppose you want a service request to be handled by the Building Manager. However, you do not know the building until the actual request is made. Once the request is made and the building is specified, the system can look up the building manager for this building.
Sometimes more than one person is attached to a role; there can be several building managers for the same building. They all get an invitation and one (or sometimes all of them, such as for an approval) can accept.
The lookup of a role cannot be expressed by a simple query.
This is why the lookup is defined by a java method. The method returns
a list of employee codes. The lookup is implemented by the getList() method of Java
Class com.archibus.eventhandler.steps.roles.<HelpdeskRoleExamples>