Components installed with ITSM Roles — Incident Management

Several user roles are installed with activation of the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management).

Note:

The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

Roles installed

Role title [name]	Description	Contains roles
Incident read [sn_incident_read]	Read access to the Incident Management application and related records. Note: An ESS user (user with no role) can view only those incidents that they create or someone else creates on their behalf. A user with the sn_incident_read role can view all incidents as well as the major incident workbench.	dependency_views agent_workspace_user view_changer cmdb_read cmdb_query_builder_read
Incident write [sn_incident_write]	Write access to the Incident Management application and related records.	sn_incident_read template_editor
Service desk agent [sn_service_desk_agent]	Enables gathering, and verifying information, as well as delivering quick resolutions for tier 1 service desk agents. This user role is available when the ITSM Roles plugin (com.snc.itsm.roles) is installed.	sn_incident_write sn_problem_write sn_change_write sn_request_write tracked_file_reader With the installation of the ITSM Gen AI (com.sn.itsm.gen.ai) plugin, the following roles are also available: knowledge_user now_assist_panel_user
Incident Manager [incident_manager] (Existing role with added responsibilities)	Manages incident properties and major incident trigger rules. Can create and edit Communication Plan Definitions.	itil
Incident Admin [sn_incident_admin]	Configures all Incident Management features including incident management properties.	incident_manager sn_sow_inc.sn_incident_sow_admin sn_bm_client_benchmark_data_viewer