IT Administrator

Assign this role to resources responsible for setting up, administering, and mapping incident categories and financial settings for incidents in the Administration Tool section. Resources with this role are also responsible for assigning investments to incident categories. IT administrators determine which resources need incident access rights and the incident access rights that should be granted to those resources.

Incidents - Administrate; Administration - Access

IT Manager

Assign this role to resources responsible for assigning incidents. With this role, a resource can view new incidents, assign them to IT workers, and when necessary, reassign unresolved incidents to another resource or group.

Incidents - Create/Edit - All

IT Worker

Assign this role to resources responsible for working on and resolving incidents. With this role, a resource can create, view and assign appropriately all incidents within a specific set of incident categories. The default tab that appears for an IT worker is the Assigned to Me tab. This tab displays those incidents that have been assigned to the IT worker. When an incident needs to be converted into a project or a project task, the IT worker flags the incident for conversion.

Incidents - Manage Category Incidents

Requestor

Assign this role to resources responsible for logging new incidents. With this role, a resource can view a prioritized work queue and record information about the nature of work performed against the reported incident. Those incidents logged by a requestor are displayed on the Reported by Me tab. When a requestor is assigned to an incident, the Assigned to Me tab appears and displays a list of those incidents.

Requestors have a limited view of the incident properties. They can view the incident’s public notes, tracking ID, short description, detailed description, type, and category.

Incidents - Create; either Incidents - Select Category - All or,

Incidents - Select Category for at least one incident category