This documentation supports the 19.02 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Mapping Incident Management roles to permission groups

In Incident Management, the Service Desk Analyst, Specialist, Group Coordinator, Operator, Operations Manager, and On-Duty Manager user roles are mapped to the following permission groups:

Role

Permission groups

Service Desk Analyst

  • Incident Master
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge User

Specialist

  • Incident User
  • Problem User
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge User

Group
Coordinator

  • Incident User
    You can give a user Master permissions if full access to Incidents is required.
  • Problem User
    Give this individual Master permissions if they need full access to Problems, Known Errors or Solutions.
  • Infrastructure Change User
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

Operator

  • Incident User
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

Operations
Manager

  • Incident User
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

On-Duty
Manager

  • Incident User
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge User

Related topic

Incident management user roles

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