incident_manager role

[booher04]

There is an out of the box role called incident_manager - I need to know what capabilities this role offers beyond normal ITIL capabilities.  I've never used it for anything and can't find anything anywhere that really explains differences.

ServiceNow Docs just gives this generic statement - incident_manager: Manages Incident properties and Major Incident trigger rules.

[Jaspal Singh]

Hi,

Link explains it in best detailed way.

Thanks,

Jaspal Singh

Hit Helpful or Correct on the impact of response.

[booher04]

Thank you but to me that explains what a job titled Incident Manger would do and not actually what the difference between an incident_manager OOB Role in ServiceNow does vs the normal ITIL role.  

Im more looking for what the difference would be if I assigned the incident_manager role to someone vs me assigning the ITIL role to someone.  Is there a best practice for what the role is used for?

[Travers M · Accepted solution]

This is pretty much like an incident admin role that allows them to change properties and certain rules pertaining to incidents and incidents only.  The docs site is a bit vague on some things and leaves a little to trial and error.