Incident Management roles and permissions

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

There are specific roles associated with Incident Management. Service Management uses role-based permissions to enable you to complete a task that is appropriate to your role. System Administrators manage and assign these permissions.

By default, there are the following roles assigned to Incident Management. These roles support incident tracking and process ownership.

Role	Responsibilities
Incident Analyst	Reviews and accepts or rejects assigned incidents. Investigates and diagnoses incidents. Documents incident resolutions or workarounds. Implements incident resolutions. Verifies that incidents are resolved. Closes incidents.
Incident Coordinator	Reviews and accepts or rejects incidents assigned to the support group. Manages incidents escalated by an Incident Analyst. Monitors Operational Level Agreements (OLA) and Underpinning Contracts (UC).
Incident Manager	Manages incidents escalated by an Incident Coordinator or by a Service Desk Agent. Determines and executes the appropriate escalation actions. Requests emergency changes.
Incident Process Owner	Sponsors and designs the Incident Management process. Ensures compliance with enterprise policies. Identifies Key Performance Indicators and monitors metrics. Ensures that the Incident Management process integrates with other processes. Champions continual improvement of the Incident Management process.

Role

Responsibilities

Incident Analyst

Reviews and accepts or rejects assigned incidents.
Investigates and diagnoses incidents.
Documents incident resolutions or workarounds.
Implements incident resolutions.
Verifies that incidents are resolved.
Closes incidents.

Incident Coordinator

Reviews and accepts or rejects incidents assigned to the support group.
Manages incidents escalated by an Incident Analyst.
Monitors Operational Level Agreements (OLA) and Underpinning Contracts (UC).

Incident Manager

Manages incidents escalated by an Incident Coordinator or by a Service Desk Agent.
Determines and executes the appropriate escalation actions.
Requests emergency changes.

Incident Process Owner

Sponsors and designs the Incident Management process.
Ensures compliance with enterprise policies.
Identifies Key Performance Indicators and monitors metrics.
Ensures that the Incident Management process integrates with other processes.
Champions continual improvement of the Incident Management process.

Review the individual permission assignments for each role in Administration > Master Data > People > Roles.