ITSM Role Model

In SimpleOne, the following ITSM roles are provided:

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 create change requests and read published articles in the Knowledge Base. Users with this role can export lists in the XLSX format.
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.
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.