User roles and personas in ITSM Mobile Agent

Learn about the various user roles and persona used to log in to ITSM Mobile Agent.

ITSM Mobile Agent supports the following user persona.

itil role

The IT agent is the primary user of the ITSM Mobile Agent application. IT agents or technicians responsible for handling and resolving IT incidents and service requests have the itil role assigned. They have access to features such as incident management, asset management, knowledge base, ticket management, and On-call schedules. They can create, update, and resolve tickets, view their schedules and shift details, and create time off requests.

An itil user might also have more than one role assigned to them. For example:

• sn_incident_write
• sn_change_write
• sn_request_write

Apart from the itil role, users might have the following additional roles, based on the various features available in ITSM Mobile Agent.

Table 1. Additional ITSM Mobile Agent roles

Feature	User role
Major incidents	major_incident_manager
Hardware asset management	approver_user:
On-call Scheduling	rota_manager
Shift Planning	sn_shift_planning.admin