Who is this article for?

Enterprise or Decani users reviewing support policies

TrakWay ticket access is required.

Customer Support Administrators (Admins) are responsible for supporting, maintaining, and governing the use of the system within their organization as a customer. These responsibilities are defined by the organization and may be assigned to one or more individuals depending on structure, scale, and operational needs.

Customer Support Administrators work with Ideagen based on their organization’s support agreement.

This article provides an overview of the administrative structure and roles within it.

Administrative structure

Organizations typically assign different types of administrators based on responsibility and scope.

Main Administrator (Primary contact)

The Main Administrator is the primary point of contact for system support and coordination with Ideagen.

This role typically:

• Oversees overall system usage and governance
• Coordinates support activities and escalation points
• Ensures alignment between business processes and system configuration
• Acts as the primary liaison with Ideagen

In some organizations, the Main Administrator is responsible for all administrative functions. In others, responsibilities are distributed across multiple administrators.

Department, Region, or Application Administrators

Organizations may assign additional administrators based on their corporate structure, such as:

• Department Administrators
• Region Administrators
• Application Administrators

These roles typically:

• Manage users within their area of responsibility
• Monitor operational activity (for example, tickets or workflows)
• Maintain data quality within their assigned scope
• Support process execution within specific modules or regions

These administrators focus on business operations and oversight and typically require access aligned to their responsibilities rather than full system-level access.

Technical (IT) Administrators

Technical (IT) Administrators are responsible for managing system configuration, access control, and technical setup.

These roles typically:

• Manage User account roles and permissions
• Configure system settings and application behavior
• Support integrations, authentication, and security requirements
• Provide technical support for system issues

Technical Administrators require elevated access to perform configuration and security-related tasks but may not be involved in day-to-day business operations.

Roles and access

Administrative responsibilities are enabled through User account permissions, which control system access, and Person records, which define organizational context:

• User accounts determine what actions an administrator can perform within the system.
• Person records define attributes such as job title, department, and region that support organizational alignment.

Tip

You can find more information about this in our article on Understanding user identity and access.

Access should be assigned based on responsibility:

• The Main Administrator typically requires broad access
• Department or regional administrators require scoped access
• Technical Administrators require elevated access for configuration and security

Important

For additional information on customers with an on-premises implementation needs see our article on understanding On-premises Term Support (LTS) process. 

Organizational role comparison