Roles and Functionality Guide

1. Admin

A leadership position in a Spearhead organization.  

Capabilities: 

• Add new/archive outdated Spearhead user. 
• Add new/archive outdated customers. 
• Set permission levels. 
• View all ticket statuses. 
• View comparative analytical reports across employees and clients. 
• View statuses of all tickets attached to any organization. 
• View all employee timesheets.  

2. Back office

Manager of a Spearhead organization largely responsible for creating, assigning, and tracking the completion of tasks within the workflow. 

• Create/edit work orders. 
• Create/edit tickets from work orders.
• Archive employees. 
• Transfer work sites between organizations. 
• Assign dedicated agent to a customer. 
• Assign agent to tickets and work orders. 
• Review timesheets. 
• Invite a user to Spearhead. 
• Review, reject, and approve tickets from agents. 
• Comment on tickets. 
• Send rejected tickets back into the workflow. 
• Create, view, and download generated reports from ticket and agent data. 
• View work attached to a ticket. 
• View status of a ticket. 
• Set pricing in Pricebooks. 
• Create/edit agent-tiered prices. 
• Create/edit contracts for customers. 
• Create/edit ticket types. 
• Upload and attach reference documents to ticket types. 
• Create and attach checklists to ticket types. 
• View well site, agent, and customer data.
• View overloaded or unassigned agents from the dashboard. 
• Assign multiple agents to a ticket. 

3. Agent 

Field operator or employee of a Spearhead organization. 

• Perform work and attach it to the details of a ticket. 
• Log work for timesheets. 
• Attach media to tickets. 
• Comment on tickets. 
• Complete forms within a ticket. 
• Submit a ticket for review. 
• Receive in-app notifications. 
• View generated reports from ticket data. 
• Submit timesheets. 
• View work attached to tickets. 
• View status of a ticket. 
• View well site data. 
• Log expenses and attach to a ticket. 
• Assign themselves to a TBD assigned ticket. 

3a. Dedicated Agent

Field operator or field employee of a Spearhead organization that is assigned to a specific customer or customers. 

• Create a ticket for their dedicated customers. 
• Create tickets from open work orders for their dedicated customers. 
• Perform work and attach it to the details of a ticket. 
• Log work for timesheets. 
• Attach media to tickets. 
• Complete forms within a ticket. 
• Comment on tickets. 
• Submit a ticket for review. 
• Receive in-app notifications. 
• View generated reports from ticket data. 
• Submit timesheets. 
• View work attached to tickets. 
• View status of a ticket. 
• View well site data. 
• Log expenses and attach to a ticket. 

4. Supervisor

Employee of a Spearhead organization that facilitates the creation and distribution of work. 

• See all tickets. 
• See all work orders. 
• Dedicate agents to customers. 
• Create/edit work orders. 
• Create/edit tickets from work orders. 
• Update any open tickets. 
• Complete forms within a ticket. 
• Generate and download a service report. 
• View timesheets for agents or customer. 
• Assign multiple agents to a ticket. 
• Assign agent to a TBD assigned ticket.