What role(s) should be given to agents to work on Incidents, Requests in ITSM?

[Ram121]

I want to know what role should be assigned to the agent in order to work and close the incidents, requests, requested items, catalog tasks etc

[Chandra Sekhar6 · Accepted solution]

The below are the basic roles to be given to agents or fulfillers. 

Itil role - Can open, update, close incidents, problem, requests etc

Itil_admin - In addition to above, they can delete the records too

Other roles include incidet_manager, change_manager can be given as per requirement

[Saurav11]

Hello

If you want to learn about servicenow roles please check the below official documentation It has infornation about all roles in servicenow

https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/roles/reference/r_BaseSystemRoles.html

Please mark answer correct/helpful based on impact

[Nayan Mahato]

Hi Ram, 

Below are roles that can be given to agents to work on Incidents, Requests in ITSM based on your requirement-

business_stakeholder- The role includes the approver_user role and all the read-Roles for the existing processes (cmdb, ppm, incident, problem, change, request, ppm finance, itsm, pa)

Itil role - Can create, update and close incidents, problems, requests (All the ITMSm Tickets)

Itil_admin - In addition to the above, they can delete the records too.

Regards,

Nayan