The Support Group Administrator Toolkit brings together resources you'll use when performing common tasks.
To manage support group membership (see Documentation), use:
|Role||OARS (M2) Request||ITSM
(add user to support group)
|Existing ITSM User||X|
|New ITS Employee||X||X|
The functional role concept extends the access granted by the permissions and should not be confused with the permissions themselves.
Example If a User is trying to access a form, that Form will be visible if they have access. This level of access control enforced using 'Permission Groups'.
Example 'Change Coordinator' Is a Functional role defined in Change Management and there is logic In that Change Application that only a 'Change Coordinator' can restart the canceled 'Change Requests'.
The following reports can be run within ITSM.
|Incident||All Incidents, Incident Details
Incident Volume, TBD
Incident Backlog, TBD
Incident Resolution Time, TBD
Change Volume, TBD
Open Changes, TBD
|Problem||Problem Investigation, All
Problem Investigation, Open by Service
|Knowledge||All Knowledge, Articles with Update Requests
Open Knowledge, Article Usage
Open Knowledge, Articles up for Review
Open Knowledge, Feedback