Incident Management Team Leader Role

[kellytownsend]

I am looking to determine if there are Super User roles for Incident Management.  I need to elevate just a few of my team in this role to be able to reroute tickets regardless of state (example - pending end user input today blocks ability to reroute ticket), ability to delete tickets (with audit trail) and ability to reopen or change close date on single tickets.  I see the ITIL_Admin role but I would need to limit this to Incident and Problem.  We would not want Change Management records under this role.    

[Swapna Abburi]

Hi @kellytownsend 

There is no OOTB role as such that grants admin permissions for Incident and Problem modules alone.

You may need to configure custom role and update respective ACLs to provide required capabilities to the custom role.

[Rafael Batistot]

Hi @kellytownsend 

may you create a specific group and create a custom role “útil_super_user” 

With ACL may you customize what permission theses user needs