ITSM Role Model

In accordance with the ITSM role model, each user is provided with a specific set of rights to access the application features. Each role has its own limitations to create, read, and update new records, as well as to approve tasks.

All users of the ITSM application must have the basic ITSM_agent role. The SimpleOne users who do not have this role cannot access the ITSM application. All the other roles listed in the table below contain the ITSM_agent role.

Role	System role name	Description
ITSM agent	ITSM_agent	ITSM agents can manage incidents, change requests, problems, service requests, and related tasks assigned to them or their group. ITSM agents can also read published articles in the Knowledge Base. Users with this role can export lists in the XLSX format. This role contains the cmdb_read and itsm_event_reader roles.
Change manager	change_manager	Change managers can create, read, and update any record in the Change Request and Change Task tables. Change managers can update the approval records when these conditions are met: If an item to be approved is a change request OR if the approver is the change manager. If the approval state is Requested. This role contains the ITSM_agent role.
Problem manager	problem_manager	Problem managers can create, read, and update records in the Problem and Problem Task tables in any state except Closed. This role contains the ITSM_agent role.
Incident manager	incident_manager	Incident managers can create, read, and update records in the Incident and Incident Task tables in any state except Closed. This role contains the ITSM_agent role.
Request manager	request_manager	Request managers can create, read, and update records in the Service Request and Request Task tables in any state except Closed. Users with this role can update the approval records when these conditions are met: If an item to be approved is a request OR if the user is the approver. If the approval state is Requested. This role contains the ITSM_agent role.
ITSM event reader	itsm_event_reader	ITSM event readers can read the records of the Monitoring and Event Management module tables.
ITSM event manager	itsm_event_manager	ITSM event managers can create, update, and delete monitoring rules, as well as event rules and associated actions. This role contains the itsm_event_reader and ITSM_agent roles.
Message creator	monitoring_message_creator	Message creators can create records in the Monitoring Source Target Message table. Access to the monitoring system will be granted based on this role.
Matrix manager	matrix_manager	Matrix managers can access the Matrices Configuration menu category and create, read, update, and delete records in the Priority Matrix, Risk Matrix, and Impact Matrix tables.

caution

The roles listed above pertain to the ITSM application functionality. However, you might need some additional roles to fully configure and integrate the service tools of the platform.