Problem 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 Problem 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 Problem Management.

Role	Responsibilities
Problem Analyst	Investigate and diagnose assigned problems for workarounds or root causes. Review, then accept or reject assigned known errors. Investigate and diagnose assigned known errors and propose solutions and workarounds. Implement corrective actions and close known errors.
Problem Coordinator	Periodically analyze whether to create new problem records. Create problem records. Assign work to Problem Analysts and coordinate root cause analysis. Create known error records. Communicate with the Problem Manager. Assign known error to the Problem Analyst. Validate proposed solutions to known errors. Validate outcome of closed changes and close known errors. Validate that a problem is solved.
Problem Manager	Prioritize and plan management of problems created by Problem Coordinators. Communicate with stakeholders when required. Communicate with the Change Manager when required. Defer problems when necessary. Prioritize and plan the investigation of known errors. Create Request for Changes or Service Requests to solve known errors. Conduct problem reviews and document the lessons learned. Close problems and communicate with stakeholders. Monitor problems.
Problem Process Owner	Sponsors and designs the Problem Management process. Ensures compliance with enterprise policies. Identifies Key Performance Indicators and monitors metrics. Ensures that the Problem Management process integrates with other processes. Champions continual improvement of the Problem Management process.
Problem Task Assignee	Estimates and completes the work that the task describes.

Role

Responsibilities

Problem Analyst

Investigate and diagnose assigned problems for workarounds or root causes.
Review, then accept or reject assigned known errors.
Investigate and diagnose assigned known errors and propose solutions and workarounds.
Implement corrective actions and close known errors.

Problem Coordinator

Periodically analyze whether to create new problem records.
Create problem records.
Assign work to Problem Analysts and coordinate root cause analysis.
Create known error records.
Communicate with the Problem Manager.
Assign known error to the Problem Analyst.
Validate proposed solutions to known errors.
Validate outcome of closed changes and close known errors.
Validate that a problem is solved.

Problem Manager

Prioritize and plan management of problems created by Problem Coordinators.
Communicate with stakeholders when required.
Communicate with the Change Manager when required.
Defer problems when necessary.
Prioritize and plan the investigation of known errors.
Create Request for Changes or Service Requests to solve known errors.
Conduct problem reviews and document the lessons learned.
Close problems and communicate with stakeholders.
Monitor problems.

Problem Process Owner

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

Problem Task Assignee

Estimates and completes the work that the task describes.

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