Why Assign ITIL Instead of SN_Incident_Write?

[MrDevanWright]

If we're wanting to allow some users the ability to update and resolve records on the Incident table, which role would be best and why? It seems the SN_Incident_Write role would be more limiting while accomplishing the goal while ITIL provides far more permissions than necessary for them to simply edit and close incidents.

ITIL adds 35 individual permissions, while SN_Incident_Write only adds 12 individual permissions.

Additionally, does the SN_Incident_Write role add any additional costs per seat as the ITIL role does?

[Jaspal Singh · Accepted solution]

Hi Devan,

Every role has its purpose and as your correctly investigated it is ITIL that has purpose and fit. However, it inherits change an other related roles that might not be needed. Well SN_Incident_Write should suffice if its your use case however for licensing and cost always better to get it confirmed from your Account Representative as the costs may vary customer-to-customer.

[Leandro Bzra]

Hi @MrDevanWright 

Well said by @Jaspal Singh , the ITIL role is the best option to assign to a group of users operating the Incident Management application. In a few days utilizing you should realize that many other options, fields, filters, modules, tables must ask for additional access level that only SN_Incident_Write wont give it.

And also, it will be a usage in a very limited scope of all ITSM, for example, in the article Request ITSM Roles — Incident Management there are other very important applications like Change, Problem, Request Management that will not be seen by the support agents, while the users will be able to work on incidents records only.

As additional information, on the article Base system roles we can gain a clear difference in the utilization, we see the other roles contained by ITIL role, like those one with cmdb term as an exemple. 

Finally, as explained in the first article Request ITSM Roles — Incident Management, the content expressed in these lines could result in charge after starting to use the SN_Incident_Write role, so I really recommed to check it out! ^^

Thanks for the question, I hope I helped you