How to

Roles

On this page

Use this tab when a new ticket should reach different people. The labels use the ticket name from the General tab. An app whose tickets are “incidents” shows “Default assignee for incidents”.

Conclude works out the assignee and the invitations when a ticket is created. A change to those two settings applies to later tickets only. Conclude reads the alert setting at each event, so a change there also affects existing tickets.

Default assignee

Default assignee for tickets names the one person every new ticket is assigned to. The picker takes a single user, and you can clear it.

The assignee becomes the ticket’s owner. An owner can edit attributes whose editors are limited to the owner. If the picker is empty, tickets start unassigned. When you install an app, Conclude fills in the person who installed it. A trigger on a select option can name a different owner. See Automation.

Invite people and channel members

Invite people and channel members lists who is added to each new ticket. You can enter users, channels and user groups. A channel or user group invites its members when the ticket is created, so people who join later are not added to earlier tickets.

Invited people can see and comment on the ticket’s thread or channel. If you select nothing, only the owner is invited. When there is no owner, the person who created the ticket is invited. When you install an app, Conclude fills in the install channel.

Alerts

Where should alerts about new or closed tickets be sent? lists who is notified. You can enter users, channels and user groups. Conclude also sends an alert when a ticket is reopened. It never sends one to the channel that holds a threaded ticket.

An alert is a message. It does not make the recipient a member of the ticket. Use it for a channel that wants to see the traffic without joining each ticket. When you install an app, Conclude fills in the install channel.

Who has access

Who has access has two options.

  • Members of #channel is the default. Only members of the install channel can use the app. A template has no channel yet, so the template editor reads “Members of channel”
  • Everyone on the team lets anyone in the workspace use the app

Using the app means creating a ticket in it. This option does not change who is invited to a ticket or who is alerted about one.

Same thing in YAML

The pickers and the access switch map to these keys on the Expert tab:

type: global          # omitted for "Members of #channel"
settings:
  alert: "#support"
roles:
  owner: "@julie"
  members: "#support, @oncall"

alert lives under settings, not under roles. Two roles exist only in YAML, admins and superusers. Both are empty unless you set them. Conclude uses the first admin’s account for ticket-channel operations that need elevated chat permissions, such as unarchiving. superusers does nothing on its own. It is read through the ${superusers} macro, usually in an attribute’s editors. The roles block covers all four keys. The install defaults are the install-time macros ${__installer} and ${__channel}.

Next steps

  • Attributes restricts who can edit a field
  • Automation covers triggers that set owner, members and alerts per ticket