Organization operations roles within Self Service

The following organization operations roles are supported by IBM® Sterling Self Service - Order Management Self Service: Organization Administrator, Developer, and Stakeholder.

As the user interface (UI) evolves, additional roles might be added. IBM is responsible for providing initial access of Self Service to one or more Organization Administrators. Beyond the initial access, you will have full control regarding access to Self Service .

The following table describes the difference between each role for Self Service and helps you decide the role assignment for your business operation.

Note: All of the following roles, can view the list of organization administrators of the tenant’s organization under user profile. This helps you reaching out to the organization administrators directly when required.

Table 1. Roles in Self Service
Role	Description
Organization Administrator	A user with the Organization Administrator is responsible for managing several aspects of the user access of Sterling™ Order Management System. For example, an Organization Administrator is responsible for tasks such as: Assigning roles to users so that they can access Self Service. Ensuring that appropriate stakeholders have opted for receiving Sterling product notifications. Obtaining micro-service integration credentials. Managing certificates that are used to access a Sterling Order Management System environment. As Self Service evolves, more responsibilities will be added. Therefore, you must ensure that a user that is assigned the Organization Administrator role must have the technical knowledge for the role. For example, the user must own the responsibility of creating and revoking certificates that are used to access their environments or of approving requests for the firewall rules. Users with the Organization Administrator role can also be assigned the Developer role if they are required to perform any Developer role tasks. Note: If you have subscribed only to the IBM Sterling Intelligent Promising Inventory Visibility, users with the Organization Administrator role can only ensure that appropriate stakeholders opted for receiving Sterling product notifications. Users with the Organization Administrator role can access all production and non-production app streams of the organization in OpenSearch.
Developer A separate Developer role exists for the production environment and for non-production environments. The production Developer role is required to complete actions for the production environment, and the non-production Developer role is required to complete actions for the non-production environment.	A user with the Developer role can perform the following tasks for the environment or environments (production and non-production) for which they are assigned the role: Download the Sterling Order Management System devtoolkit. Deploy or revert customization packages to Sterling Order Management System environments. Add certificates to Sterling Order Management System environments. Run Sterling Order Management System processes. Export Sterling Order Management System logs. Note: The Developer role is not available for users that use only Sterling Intelligent Promising Inventory Visibility. If you have subscribed only to Sterling Intelligent Promising Inventory Visibility, Self Service is available only to manage subscriptions for notifications. Users with the Developer production role can access all production app streams and users with the Developer non-production role can access all non-production app streams in OpenSearch.
Stakeholder	The Stakeholder role is an organization role that can be used to notify users of key events such as service outages and restorations. For example, a store or organization owner, or other interested parties can be kept informed of service issues by receiving email notifications when Self Service or Sterling Order Management System becomes unavailable or has been restored. Stakeholders also receive planned outage notifications ahead of the service schedule.

Proactive contacts for your environments

In addition to assigning user roles, designate proactive contacts for each environment. A proactive contact is the person IBM Support contacts during critical issues or emergencies, such as service outages or urgent system changes that require manual intervention.

Key points about proactive contacts.

Assign a proactive contact for every environment.
Any user, regardless of role, can serve as a proactive contact.
The ideal proactive contact is technically skilled and able to work closely with IBM Support to resolve critical issues.
Proactive contacts do not receive extra notifications beyond those tied to their existing role.

For details on assigning proactive contacts, see Creating users and assigning roles in Self Service.