Every user in PulseServe is assigned a persona tier. The tier controls which pages are visible, which AI insights surface, and which actions are permitted — it is not just a permissions checkbox, it changes the shape of the workspace itself.
Tier map
- Administrator — full platform access: every module, every settings panel, AI agent configuration, and HITL (human-in-the-loop) rules.
- Manager — governance, approvals, SLA oversight, reporting, and team visibility, without the deeper AI/system configuration screens.
- L1.5 Triage Specialist — the triage queue: incident intake and initial routing.
- L2 Technical Analyst — a diagnostics-focused workspace: CMDB, changes, and RCA review.
- L3 Infrastructure SME — blast-radius analysis, the dependency graph, MELT signal review, and problem management.
- L4 Developer/Engineer — change management and CAB workflow, plus incident visibility.
- L5 Vendor/OEM Specialist — a narrow view limited to tickets explicitly assigned to that vendor, plus escalation.
- Employee — no access to the operational workspace at all; a separate self-service portal for submitting and tracking their own requests.
How visibility is scoped
Below the tier level, ticket visibility is further scoped by ownership: agents generally see tickets assigned to them, unassigned tickets in their group, and tickets they personally submitted — unless they hold an admin or manager role, which sees across groups.
Employees are routed to a completely separate portal shell. They cannot reach the main incident workspace, the CMDB, or any operational data — their entire experience is submit a request, search the knowledge base, and track status.
Where each tier lands after signing in
- Administrator and Manager — Governance dashboard.
- L1.5 Triage Specialist — the Triage queue.
- L2 Technical Analyst — the L2 Workspace.
- L3 Infrastructure SME — the L3 Workspace.
- L4 Developer/Engineer — the Changes list.
- L5 Vendor/OEM Specialist — the Incidents list, filtered to what is assigned to them.
- Employee — the self-service portal dashboard.
Session handling
PulseServe enforces single-session login per account: signing in from a new browser or device immediately invalidates the previous session on its next action, redirecting it back to the login screen.