Role profile / Department

IT Department

Helpdesk, device and asset context, consent-based assistance and approved backup/recovery duties.

Role accountabilities

What this role is responsible for.

  • Handle assigned support tickets, device/asset context and approved recovery responsibilities.
  • Coordinate private attachment backup verification, authorized isolated recovery and scheduled-worker incident follow-up.
  • Work only within assigned company, branch and department scope.
  • Send each record to the next authorized owner; decisions and approvals follow company policy.
Security & data safeguards

What this role can access—and what needs a separate grant.

  • No default access to HR salary or business records. Remote assistance needs consent and recorded authorization; recovery access requires separate approval and audit.

These are FieldPro security requirements and intended permission boundaries. Actual enforcement depends on implementation, company policy and release validation.

Expertise & module responsibilities

Workspaces connected to this role.

Each module shows what it manages, its process, information in and the records it hands off.

Workplace · Integration-dependent

IT Department & Remote Assistance

Bring support requests, IT assets and authorized remote assistance into a clear departmental workflow.

Module responsibilities & availability

  • IT helpdesk and device/asset management scopeIntegration-dependent

    Previously documented product scope; release availability is assessed separately.

  • User-consented, audited assistance sessionsIntegration-dependent

    Previously documented product scope; release availability is assessed separately.

  • Software-license and maintenance coordinationIntegration-dependent

    Previously documented product scope; release availability is assessed separately.

  • Remote-control and internet-policy integration boundariesIntegration-dependent

    Previously documented product scope; release availability is assessed separately.

  • Worker health and incident follow-upSource present · live validation pending

    Authorized operations users can inspect sanitized worker records, acknowledge warnings and coordinate manual response. These are operational controls, not remote-desktop capability.

Process, inputs & handoffs

Process

  • Employee raises ticket
  • IT triages request
  • User authorizes assistance where needed
  • Technician records resolution

Information received

  • Support request
  • Device or asset context

Records or handoffs produced

  • Support ticket history
  • Resolution and maintenance follow-up

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Workplace · Planned expansion

Maintenance Management

Connect equipment history with preventive work, maintenance requests, parts and authorized spend.

Module responsibilities & availability

  • Work-order lifecyclePlanned expansion
  • Preventive maintenance schedulesPlanned expansion
  • Equipment history and costsPlanned expansion
  • Connections to assets, stock and purchasingPlanned expansion
Process, inputs & handoffs

Process

  • Register maintenance need
  • Plan preventive or corrective work
  • Authorize spend where required
  • Complete work and update equipment history

Information received

  • Asset context
  • Maintenance request

Records or handoffs produced

  • Work-order history
  • Cost and equipment updates

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Control · Source present · live validation pending

Backup & Recovery

Show the responsibilities and checks around backup creation, restore approval and recovery testing.

Module responsibilities & availability

  • Encrypted backup requirementsPlanned expansion

    Previously documented product scope; release availability is assessed separately.

  • Super Admin restore approvalPlanned expansion

    Previously documented product scope; release availability is assessed separately.

  • Integrity checksPlanned expansion

    Previously documented product scope; release availability is assessed separately.

  • Tested recovery-drill requirementPlanned expansion

    Previously documented product scope; release availability is assessed separately.

  • Private Office Mail attachment backupsSource present · live validation pending

    A CLI worker creates private checksum-verified copies and records inventory. This scope does not establish a full ERP database backup service.

  • Independent backup verificationSource present · live validation pending

    A separate worker compares recorded SHA-256 checksums. Matching bytes alone do not prove that a recovery drill will succeed.

  • Two-person restore authorizationSource present · live validation pending

    Require verified inventory, a restore request and a different authorized approver before recovery execution.

  • Isolated recovery executionSource present · live validation pending

    Approved CLI recovery writes a new randomized private recovered file, with tenant/size/hash checks, without replacing the original attachment.

  • Interrupted-job reconciliationSource present · live validation pending

    Inspect recovery execution status and stale processing records. Failed/interrupted work needs operator investigation rather than automatic replay.

  • Independent recovery releaseSource present · live validation pending

    A second authorized user approves release before an eligible download grant is issued.

  • One-time protected recovery downloadSource present · live validation pending

    A user-bound grant expires after five minutes, is consumed atomically and checks permissions, approvals, path, size and checksum. A failed stream needs a new grant.

  • Recovery download security monitoringSource present · live validation pending

    Record grant, denial, expiry and integrity outcomes and route authorized review through the security-incident workspace.

Process, inputs & handoffs

Process

  • Create scheduled backup
  • Verify integrity
  • Authorize restore
  • Run and review recovery drill

Information received

  • Protected application data
  • Restore authorization

Records or handoffs produced

  • Backup records
  • Recovery test outcome

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Administration · Integration-dependent

Company Email & Mailboxes

Manage company mail domains, mailbox requests and provider-confirmed status through an authorized Company Email dashboard.

Module responsibilities & availability

  • Company mail data and validated requestsSource added

    Company domains, mailboxes, provisioning events and a company-bound mailbox-request service are recorded.

  • Company Email dashboardSource added

    Responsive domain/mailbox/status/request interface uses authorized backend routes and does not expose provider credentials.

  • Automated mailbox provisioningIntegration required

    Connect the authorized domain and cPanel/mail provider, then confirm mailbox existence before activation.

  • Incoming / outgoing mailSource foundation · integration pending

    Inbox storage, drafts, queue and transport foundations now exist in source. Real provider provisioning, automatic inbound sync and end-to-end send/receive remain pending.

  • Portfolio-wide company listingIntegration required

    Reconcile the new account/company portfolio with legacy company permissions before relying on the dashboard.

  • Company domain ownership challengeSource present · live validation pending

    Create a DNS TXT challenge with a 24-hour validity and verify the registered company domain. Domain verification does not itself create a mailbox.

  • Per-mailbox read and send delegationSource present · live validation pending

    Company administrators assign mailbox-specific read/send grants. Draft creation and stored inbox access follow the corresponding mailbox ACL.

  • Unsent drafts and outbound queueSource present · live validation pending

    Create a draft and queue it using authorized mailbox access. Queued is distinct from sent or delivered.

  • Stored inbox and trusted inbound foundationSource present · live validation pending

    Read stored headers/body with mailbox ACL. A trusted connector importer has tenant checks, message-ID deduplication and per-mailbox sync state; automatic IMAP sync is not connected.

  • Secure SMTP transport adapterSource adapter · live sending disabled

    A callable encrypted SMTP adapter and credential-reference validation are present. The existing worker remains disabled for live sends until provider/ownership checks and staging integration are completed.

  • Bounded retry and ambiguous outcomesSource present · live validation pending

    Operator requeue and retry foundations avoid automatically repeating ambiguous SMTP outcomes. SMTP acceptance is not proof of inbox delivery.

Process, inputs & handoffs

Process

  • Select an authorized company and verified mail domain
  • Request a validated mailbox name
  • Queue provisioning using company-bound context
  • Authorized worker requests provider provisioning
  • Activate only after provider confirmation
  • Connect company inbox and outbox through configured mail services

Information received

  • Authorized account/company context
  • Verified mail domain
  • Mailbox name request
  • Secured provider credentials

Records or handoffs produced

  • Mailbox request and status record
  • Provisioning events
  • Provider-confirmed activation when integrated

Open full module details →

Workplace · Source present · live validation pending

Internal Office Mail

Give employees an internal company inbox for direct and department messages, with controlled attachments and personal read status.

Module responsibilities & availability

  • Employee inbox and sent messagesSource present · live validation pending

    Company-scoped employee-to-employee messages, message detail, sent history and personal archive are present in source. Recipients are company users, not public email addresses.

  • Department message routingSource present · live validation pending

    An active department member can send to up to 100 other active members. Department delivery is recorded as one database transaction.

  • Personal notifications and read statusSource present · live validation pending

    Internal notices identify new messages and uploaded attachments. Users can mark only their own notices read; this does not establish mobile push delivery.

  • Private attachment upload and downloadSource present · live validation pending

    Sender upload supports PDF, PNG, JPEG and plain text up to 5 MiB. Private storage, randomized keys, SHA-256 checks and authorized downloads are in source.

  • Attachment lifecycle controlsSource present · live validation pending

    Retention previews, legal holds, configured company quotas and independent cleanup review connect to the dedicated governance workspace.

  • Separate from public domain emailSource present · live validation pending

    Office Mail stays inside the company database. It does not use SMTP/IMAP or create a company-domain mailbox.

Process, inputs & handoffs

Process

  • Choose a colleague or permitted department
  • Write the internal message
  • Attach an allowed file using private storage
  • Recipient opens the inbox and reviews the notice
  • Archive personal messages or route follow-up

Information received

  • Authenticated company user
  • Recipient or department membership
  • Subject and message
  • Optional permitted attachment

Records or handoffs produced

  • Internal message and recipient records
  • Read/archive state
  • Attachment checksum and private metadata
  • In-app notice and audit record

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Control · Source present · live validation pending

Attachment Governance & Storage

Control the lifecycle of Office Mail attachments through private storage, retention review, legal holds and company storage limits.

Module responsibilities & availability

  • Company storage monitoringSource present · live validation pending

    Review attachment usage and recovery-reference inventory inside the authorized company.

  • Retention policy and safe previewSource present · live validation pending

    Configure no expiry or a 30–3650 day retention period and inspect bounded expiration candidates without deleting files.

  • Legal hold and releaseSource present · live validation pending

    Record a reason for legal hold and authorized release. Held attachments are excluded from cleanup previews and approval.

  • Configured company quotasSource present · live validation pending

    Quota checks use a locked company record during uploads. Companies without a configured quota remain unlimited.

  • Two-person cleanup reviewSource present · live validation pending

    A requester cannot approve their own cleanup request. Approval records a review only; it does not delete a file.

  • Recovery-reference inventorySource present · live validation pending

    Record backup references and connect them to independent backup verification. A reference alone does not prove a recoverable backup.

  • Private-file integritySource present · live validation pending

    Allowed uploads and downloads use company checks, randomized storage keys and SHA-256 verification.

  • Cleanup enforcement and malware scanningPending implementation / validation

    The cleanup worker remains preview-only. Destructive cleanup and actual antivirus/content scanning are not implemented.

Process, inputs & handoffs

Process

  • Upload into private storage
  • Monitor company usage
  • Preview retention candidates
  • Check legal holds
  • Request independent cleanup review
  • Verify backup and recovery separately

Information received

  • Office Mail attachment metadata
  • Retention policy and optional quota
  • Legal hold reason
  • Independent review decision

Records or handoffs produced

  • Usage and candidate reports
  • Hold and review history
  • Backup-reference inventory
  • No deletion from review alone

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Control · Source present · live validation pending

Security Incidents & Accountability

Turn recovery-download security events into reviewed incidents, assigned department responses and independent manager decisions.

Module responsibilities & availability

  • Recovery access security dashboardSource present · live validation pending

    Company-scoped recent events and failure counters cover recovery grant creation, redemption and integrity failures without exposing tokens or file paths.

  • Independent security reviewSource present · live validation pending

    Open a review for a company user and require another reviewer to close it. The source also provides temporary manual recovery-download restrictions.

  • Incident acknowledgment and resolutionSource present · live validation pending

    Escalate an open review to an incident. The opener cannot acknowledge or resolve their own incident; the independent acknowledging admin records the resolution.

  • Severity-based SLA policiesSource present · live validation pending

    Company policy controls acknowledgment and resolution targets. Assignment validates active company and department membership.

  • Five-level internal escalationSource present · live validation pending

    A scheduled worker routes overdue assigned incidents through configured active department members at levels 1–5. It records internal notices and dispatch history.

  • Recipient escalation responsesSource present · live validation pending

    A designated recipient records one response note per dispatch. An escalation response is distinct from resolving the incident.

  • Unanswered-response accountabilitySource present · live validation pending

    Per-level response targets, overdue response alerts and bounded 30-day department performance reports are present in source.

  • Manager follow-up and independent decisionsSource present · live validation pending

    Formal active department managers receive follow-ups. A different authorized manager decides approval or rejection before permitted closure.

  • Rejected review reworkSource present · live validation pending

    Reopen an eligible rejected review with a reason, preserve prior decisions and resubmit for independent review.

  • Authenticated manager workspaceSource present · live validation pending

    The manager dashboard exposes permitted review, follow-up, decision, close, rework, notice-read and export controls.

  • Chained audit history and CSVSource present · live validation pending

    New decision/rework actions write chained audit entries; tenant-scoped CSV neutralizes spreadsheet formulas. The chain is not externally anchored and cannot defeat a privileged database rewrite.

Process, inputs & handoffs

Process

  • Inspect scoped security events
  • Open and independently review the issue
  • Assign the incident and response targets
  • Route overdue response internally
  • Review manager follow-up
  • Independently decide, rework or close

Information received

  • Recovery security event and review
  • Severity and company SLA policy
  • Active department membership
  • Response notes and manager decision

Records or handoffs produced

  • Incident and assignment history
  • Internal escalation dispatches
  • Manager decision and rework history
  • Bounded accountability reports and audit export

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Control · Source present · live validation pending

SLA Operations & Worker Health

Monitor overdue approvals, scheduled-job health and assigned operational incidents, then track resolution review and department accountability.

Module responsibilities & availability

  • SLA operations dashboardSource present · live validation pending

    An authenticated operations workspace combines personal approval notices, company escalation analytics and sanitized worker telemetry.

  • Personal notice filtersSource present · live validation pending

    Filter personal in-app notices by read/unread state and type. Mark-all-read affects only the current user.

  • Company approval SLA policySource present · live validation pending

    A company can configure an approval threshold of 1–720 hours. The worker uses company policy unless an operator explicitly overrides it.

  • Scheduled internal remindersSource present · live validation pending

    Open reviews remind their assigned manager; reviewed items awaiting decision notify other eligible independent managers. No automatic approval or reassignment occurs.

  • Worker run and sanitized failure historySource present · live validation pending

    Successful executed runs and qualifying failures are recorded. Early startup errors, process kills and failed log writes may not be recorded.

  • Company health rules and seven-day trendsSource present · live validation pending

    Configure a stale threshold of 15–1440 minutes and failure warnings. Run/failure trends are global operational metadata, not other companies’ business records.

  • Scheduled health events and admin inboxSource present · live validation pending

    A separate health-monitor job opens deduplicated warning events, records recovery and creates internal notices for authorized active company administrators.

  • Human acknowledgment historySource present · live validation pending

    Record who responded to a warning and their note. Acknowledgment does not clear a warning, repair a worker or replay a job.

  • Health response SLA and incident reportSource present · live validation pending

    Configure a 5–1440 minute response target and view a bounded 30-day report based on first acknowledgment during each event lifetime. Historical records use the current policy.

  • Manual incident assignment, resolve and reopenSource present · live validation pending

    Assign an active company user, require a resolution note and enforce supported state transitions. Manual response state stays separate from observed worker recovery.

  • Recipient-only assignment inboxSource present · live validation pending

    Assignment changes and eligible resolve/reopen actions create in-app notices for the assigned active user. Repeated unchanged assignment does not generate another assignment notice.

  • Independent resolution approvalSource present · live validation pending

    A permitted reviewer can approve a resolved incident or reject it with a reason. Self-review is denied; rejection returns the manual workflow to investigation.

  • Explicit supervisor review permissionSource present · live validation pending

    Health resolution review requires a separately granted health.incidents.review permission. Existing supervisors are not granted this automatically; dashboard access still uses company.update.

  • Department incident mapping and accountabilitySource present · live validation pending

    Assign an incident to a department in the same company and report investigating, resolved and historical approval/rejection counts. Assignment is manual; approved/rejected counts can overlap after resubmission.

  • Reviewer and department reportingSource present · live validation pending

    Reviewer decisions have a 30-day summary. The separate department mapping report is bounded and is not represented as a mutually exclusive completion percentage.

  • Independent uptime monitoringDeployment / integration required

    A stopped health-monitor job cannot report its own outage. Cron setup and independent uptime monitoring are deployment work.

Process, inputs & handoffs

Process

  • Configure company SLA and health thresholds
  • Schedule approval and health workers
  • Inspect notices, telemetry and open events
  • Assign an incident owner and department
  • Record investigation and resolution
  • Obtain independent resolution review
  • Follow department and reviewer accountability

Information received

  • Approval review age and company policy
  • Sanitized worker execution records
  • Health warning and acknowledgment
  • Assignee, department and resolution note
  • Separately granted reviewer permission

Records or handoffs produced

  • Internal reminder and escalation records
  • Worker-health events and response report
  • Assignment and recipient notice history
  • Resolution-review decisions
  • Department and reviewer summaries

Open full module details →

Role permissions and assigned module responsibilities are set by the company.
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