Problem Management Roles in SNow

[geoitsms]

Anyone have the roles and definitions for the Problem Management module in SNow? I have the ITIL roles and need to compare and contrast.

[Uncle Rob]

That's a better question for the vendor who's 'accelerator' created them 'because best practice'.

OOB, the itil role makes no distinction between a problem user and an incident user.   They are two capabilities granted by the same role.

[Uncle Rob]

George,   (muah ha ha ha!   We meet again!)

Pradeep is right.   Problem management is pretty open when it comes to roles.   It assumes the same people who can CRUD incidents can also CRUD problems.

Assuming you're still at the place where we worked on that thing that time...

The distinction between Incident usage and Problem usage has been artificially injected into your system by the 'accelerator' installed by your vendor.   You'll need to talk to them about it.   Off the top of my head they've restricted module access by a property of Group called "type".   You need to be a member of a Group that has the "problem" type associated with it before you can access the Problem module.

[geoitsms]

Hey Robert...yes. It is/was restricted but I'm in there now. I'm seeing roles like Problem Analyst and was just trying to figure out who added that role. (unfortunately, I hit enter I may reply back prior to seeing yours)

Thanks for the reply.....makes sense now!

I need to ask you a SNow question when you have a few mins. Best way to reach you??

[Uncle Rob]

Once you accept my friend request on this community platform, I believe I can send you a direct message.

or email me at rfedoruk (at) wolfpackcs (dot) com

[M a l c o l m]

The role you are looking for is itsm-admin.

This is the role to give to a Problem Manager or Problem Managers:

"Possesses more privileges than the itil role and is intended for team leads. This role has the ability to delete incidents, problems, changes, and other related entities when both the itil and itil_admin roles are assigned."

This is defined in the base system roles.

Given the power of this role, you may instead prefer to create a custom role, and mince it to provide more specific abilities or constraints.