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Agent Management

Guides for managing the agents (technicians) who work within the GRC-ITSM platform: the people who triage tickets, execute changes, perform reviews, and manage day-to-day operations.

  • Adding Agents - creating agent accounts manually, via invite, or through Microsoft Entra ID synchronization
  • Teams - organizing agents into functional groups for ticket routing, queue visibility, and workload distribution
  • Agent Roles - configuring permission templates that control what agents can see and do