Components installed with ITSM Roles — Incident Management
Several user roles are installed with activation of the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management).
Note: The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.
Roles installed
| Role title \[name\] | Description | Contains roles |
|---|---|---|
| Incident read\[sn\_incident\_read\] | Read access to the Incident Management application and related records.Note: An ESS user (user with no role) can view only those incidents that they create or someone else creates on their behalf. A user with the sn_incident_read role can view all incidents as well as the major incident workbench. | - dependency\_views - agent\_workspace\_user - view\_changer - cmdb\_read - cmdb\_query\_builder\_read |
| Incident write\[sn\_incident\_write\] | Write access to the Incident Management application and related records. | - sn\_incident\_read - template\_editor |
| Service desk agent\[sn\_service\_desk\_agent\] | Enables gathering, and verifying information, as well as delivering quick resolutions for tier 1 service desk agents. This user role is available when the ITSM Roles plugin \(com.snc.itsm.roles\) is installed. | - sn\_incident\_write - sn\_problem\_write - sn\_change\_write - sn\_request\_write - tracked\_file\_reader With the installation of the ITSM Gen AI \(com.sn.itsm.gen.ai\) plugin, the following roles are also available: - knowledge\_user - now\_assist\_panel\_user |
| Incident Manager \[incident\_manager\] \(Existing role with added responsibilities\) | - Manages incident properties and major incident trigger rules. - Can create and edit Communication Plan Definitions. | itil |
| Incident Admin\[sn\_incident\_admin\] | Configures all Incident Management features including incident management properties. | - incident\_manager - sn\_sow\_inc.sn\_incident\_sow\_admin - sn\_bm\_client\_benchmark\_data\_viewer |
Parent Topic:Request ITSM Roles — Incident Management