> ## Documentation Index
> Fetch the complete documentation index at: https://collabase.ch/docs/llms.txt
> Use this file to discover all available pages before exploring further.

> ## Agent Instructions
> Collabase documentation. Interface labels are quoted in English, as they appear in the product.
> Features marked Enterprise need the Collabase Enterprise Edition licence.

# Service Management

> Handle requests from customers in service projects, with queues, SLAs and a customer portal, separately from project management.

Service Management is its own app next to Projects. A team works customer requests in a **service project**: the requests arrive as work items, the team picks them up from queues, and customers follow their requests in a portal.

## Who can use it

An administrator gives the app to groups in **Administration → Groups → App access**, like any other app:

| Role | Can do |
| - | - |
| User | Open the app, work the requests of the service projects they belong to |
| Admin | Also manage customers, organizations and the service settings of the whole installation |

A person without the app does not see it in the app drawer, and its pages answer "not found". What a person may see inside a service project still follows the project's own rights.

## Service projects

A project is either a normal project or a service project.

* **When you create a project**, choose **Service project** under **Project kind**. The choice appears only when you hold the app.
* **An existing project** becomes a service project in **Project settings → General → Project kind**. Its work items stay as they are.
* **Turning a service project back** into a normal project closes its portal and its customers lose access. Collabase asks before it does this.

A service project shows **Queues** first in its navigation and a **Service** group in its settings: customers, request forms, queues, SLAs, portal and reply templates. Approvals are set on the statuses of the workflow.

The start page of the app lists the service projects you may open, with their space.

## Projects and Service Management are separate

An installation can run both apps, or only one of them. Without Projects, a service project shows no timeline, backlog, mind map, cycles, phases, costs or risks. Without Service Management, no project shows queues, service settings or portal links.


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