Incident Management roles and permissions
To access the incident management module in , you must have the Incident Master and Incident User permission. Along with these permissions, you might have to perform the functional role of Support Group Lead or Incident Manager.
The work order permissions and functional roles that are supported in are derived from . On the CTM:People form in , the administrator can assign the permission and functional role to users.
Incident Management roles
To efficiently manage incidents, supports the functional roles of Support Group Lead and Incident Manager.
- Incident Manager — users with Incident Manager role can work with incidents.
- Support Group Lead — users with Support Group Lead role can modify incidents that are closed and are owned by a Support Group of which the user is a member.
Incident Management permissions
Depending upon the permissions given to you by your administrator, you can perform the following operations on an incident.
- Incident Master — Incident Master supersedes Incident User, Incident Submitter and Incident Viewer permissions. As a user with Incident Master permission, you can work on Incidents independent of any functional roles or support group affiliations.
- Incident User — The Incident User permission supersedes Incident Submitter and Incident Viewer permissions. As a user with Incident User permission, you can work on tickets that are Assigned or Owned by a support group to which you belong.
- Incident Submitter — As a user with Incident Submitter permission, you can only query and submit incidents that are Assigned or Owned by a support group to which you belong in . However, you cannot submit or view incidents in .
- Incident Viewer — As a user with Incident Viewer permission, you can only view tickets that are Assigned or Owned by a support group to which you belong in . However, you cannot view incidents in .
- Incident Config — As a user with Incident Config permission, you can access the configuration forms for Incident Management (including templates). You can also access all forms related to incident configurations including Impact, Urgency, Priority Matrices, Decision Trees, and Incident Management Settings.
The following table describes the scope of the incident permissions:
Tasks | Incident Config | Incident Master | Incident User |
---|---|---|---|
View incident tickets | ✅️ | ✅️ | ✅️ |
Create incident tickets | ✅️ | ✅️ | ✅️ |
Query incident tickets | ✅️ | ✅️ | ✅️ |
Modify incident tickets | ✅️ | ✅️ | ✅️ |
Add activity notes | ✅️ | ✅️ | ✅️ |
Modify activity notes | ✅️ | ✅️ | ✅️ |
View incident templates | ✅️ | ✅️ | ✅️ |
Create incident templates (in ) | ✅️ | ✅️ | ❌️ |
Perform configurations on incidents including Impact, Urgency, Priority Matrices, Decision Trees, Incident Management Settings (in ) | ✅️ | ❌️ | ❌️ |
Instructions for classic interfaces