ASDK Roles and Permissions

The roles and permissions are detailed below with their respective description, which you can later configure in the console ASMSAdministrator in the session of Roles.

⚐ Note: Go to Super Roles ASDK to view the list of Super Roles.

Role: Category Administrator

It allows you to manage the categories of the service catalog, where you define the hierarchical classification (categories and subcategories) under which the services that are published to end users are grouped.

Permission	Description Permit
Categories	Allows you to access category management and view the existing category and subcategory tree.
Categories.Add	Allows you to create new categories or subcategories within the service catalog classification tree.
Categories.List	Allows you to obtain the list of configured categories.
Categories.Delete	Allows you to remove a category or subcategory from the classification tree.
Categories.Update	Allows you to edit the name, parent category, or other attributes of an existing category.
Categories.GetObject	It allows you to obtain the detail of a specific category, including its location within the hierarchical tree.

Role: View Administrator

Allows you to manage views in the console, where you define the column and filter settings that determine how case lists are displayed to users.

Permission	Description Permit
Views	Allows you to access view management and view configured views.
Views.Add	It allows you to create a new view, defining the columns and filters that compose it.
Views.Update	Allows you to edit the columns, filters, or order of an existing view.
Views.Delete	Allows you to delete a previously configured view.
Views.List	Allows you to get the list of available views.
Views.GetObject	Allows you to get the configuration detail of a point view.

Role: Template Administrator

Allows you to manage templates that speed up case creation by preloading common values in your fields.

Permission	Description Permit
Templates	Allows you to access template management and view configured templates.
Templates.Add	It allows you to create a new template, defining the fields that will be preloaded when you use it in the creation of a case.
Templates.Update	Allows you to edit the preloaded values of an existing template.
Templates.Delete	Allows you to delete a template.
Templates.List	Allows you to obtain the list of available templates.
Templates.GetObject	It allows you to obtain the configuration detail of a specific template.

Role: Event Manager

It allows you to manage events or occurrences captured by infrastructure monitoring tools that can lead to the automatic creation of a case.

Permission	Description Permit
Events	It allows you to access the events menu and view the list of registered events.
Events.GetObject	It allows you to obtain the detail of a specific event, including its origin and the case that it may have generated.
Events.Update	Allows you to edit the information of an existing event.
Events.List	Allows you to obtain the list of registered events.
Events.Add	Allows you to manually log a new event.
Events.Delete	Allows you to delete a logged event.

Role: Metrics Manager

It allows you to manage the configurable metrics that are used to measure the performance of the operation, such as the average time to resolve cases.

Permission	Description Permit
Metrics	Allows you to access metrics management and view configured metrics.
Metrics.GetObject	Allows you to get the configuration detail of a point metric.
Metrics.Update	Allows you to edit the formula or calculation parameters of an existing metric.
Metrics.List	Allows you to obtain the list of configured metrics.
Metrics.Add	It allows you to create a new performance metric.
Metrics.Delete	Allows you to delete a configured metric.

Role: Cost Models Manager

It allows you to manage cost models, where you define the rate and surcharge configurations that determine how the cost associated with a case or service is calculated.

Permission	Description Permit
CostModels.Add	It allows you to create a new cost model, defining the rates and surcharges that compose it.
CostModels.GetObject	It allows you to obtain the detail of a point cost model.
CostModels.Update	Allows you to edit the fees or surcharges of an existing cost model.
CostModels.Delete	Allows you to eliminate a cost model.
CostModels	Allows you to access the cost model management and view the configured models.
CostModels.List	Allows you to obtain the list of configured cost models.

Role: Inbound Servers Administrator

It allows you to manage the inbound servers, where you define the email accounts that ASMS monitors to automatically convert received emails into cases.

Permission	Description Permit
InboundServers	It allows you to access the administration of incoming servers and view the configured email accounts.
InboundServers.Add	Allows you to set up a new email account as an inbound server.
InboundServers.Update	Allows you to edit the connection parameters of an existing ingress server.
InboundServers.Delete	Allows you to delete a configured inbound server.
InboundServers.GetObject	Allows you to obtain the configuration detail of a point-inbound server.
InboundServers.List	Allows you to obtain the list of configured input servers.

Role: Inbound Templates Administrator

It allows you to manage the input templates, where you define the rules that determine how the subject and body of a received email are interpreted to populate the fields of the case that is automatically created.

Permission	Description Permit
InboundTemplates	Allows you to access input template management and view configured templates.
InboundTemplates.Add	It allows you to create a new input template, defining how the content of the email is mapped to the fields of the case.
InboundTemplates.Update	Allows you to edit the field mapping of an existing input template.
InboundTemplates.Delete	Allows you to delete an input template.
InboundTemplates.GetObject	Allows you to obtain the configuration detail of a point entry template.
InboundTemplates.List	Allows you to obtain the list of configured input templates.

Role: All Incidents Viewer

It allows you to view all incidents recorded in the console, not limited to those assigned or created by the user.

Permission	Description Permit
Items.GetObject	It allows you to obtain the details of any incident.
Items.Update	Allows you to edit the information of any incident.
Items.List	Allows you to obtain the list of incidents.
Items.Add	It allows you to create new incidents.
Items.Delete	It allows you to eliminate incidents.
Incidents_All	It allows you to extend the viewing scope to all existing incidents, beyond your own or those assigned to the user.

Role: Group Incidents Viewer

It allows you to visualize the incidents of the work groups in which the user is involved, expanding the scope beyond the incidents owned or assigned directly to him.

Permission	Description Permit
Items.GetObject	It allows you to obtain the details of the incidents.
Items.Update	Allows you to edit incident information.
Items.List	Allows you to obtain the list of incidents.
Items.Add	It allows you to create new incidents.
Items.Delete	It allows you to eliminate incidents.
Incidents_Group	Allows you to extend the viewing scope to incidents in the workgroups in which the user is involved; requires having the base permission to view incidents.
Task_Group	It allows you to visualize the tasks associated with the incidents of the work groups in which the user is involved.

Role: All Problem Viewer

It allows you to view all the problems registered in the console, not limited to those assigned or created by the user.

Permission	Description Permit
Items.GetObject	It allows you to get the details of any problem.
Items.Update	Allows you to edit the information of any problem.
Items.List	Allows you to obtain the list of problems.
Items.Add	It allows you to create new problems.
Items.Delete	It allows you to eliminate problems.
Problem_All	It allows you to extend the scope of visualization to all existing problems, beyond your own or those assigned to the user.

Role: Project Problem Viewer

It allows you to visualize the problems of the projects in which the user is involved, expanding the scope beyond the problems themselves or directly assigned to them.

Permission	Description Permit
Items.GetObject	It allows you to get the details of the problems.
Items.Update	Allows you to edit the information of the problems.
Items.List	Allows you to obtain the list of problems.
Items.Add	It allows you to create new problems.
Items.Delete	It allows you to eliminate problems.
Problem_Project	Allows you to extend the scope of visualization to the problems of the projects in which the user is involved; requires having the base permission to view problems.
Task_Project	It allows you to visualize the tasks associated with the problems of the projects in which the user is involved.

Role: Group Problem Viewer

It allows you to visualize the problems of the work groups in which the user is involved, expanding the scope beyond the problems themselves or those assigned directly to them.

Permission	Description Permit
Items.GetObject	It allows you to get the details of the problems.
Items.Update	Allows you to edit the information of the problems.
Items.List	Allows you to obtain the list of problems.
Items.Add	It allows you to create new problems.
Items.Delete	It allows you to eliminate problems.
Problem_Group	Allows you to extend the scope of visualization to the problems of the workgroups in which the user is involved; requires having the base permission to view problems.
Task_Group	It allows you to visualize the tasks associated with the problems of the work groups in which the user is involved.

Role: All Change Viewer

It allows you to view all the changes registered in the console, not limited to those assigned or created by the user.

Permission	Description Permit
Items.GetObject	It allows you to obtain the detail of any change.
Items.Update	Allows you to edit the information of any change.
Items.List	Allows you to get the list of changes.
Items.Add	It allows you to create new changes.
Items.Delete	Allows you to delete changes.
Change_All	It allows you to extend the scope of visualization to all existing changes, beyond your own or those assigned to the user.

Role: Project Change Viewer

It allows you to visualize the changes of the projects in which the user is involved, expanding the scope beyond the changes themselves or those assigned directly to them.

Permission	Description Permit
Items.GetObject	It allows you to obtain the detail of the changes.
Items.Update	Allows you to edit the information of the changes.
Items.List	Allows you to get the list of changes.
Items.Add	It allows you to create new changes.
Items.Delete	Allows you to delete changes.
Change_Project	Allows you to extend the scope of visualization to changes in projects in which the user is involved; requires having the base permission to view changes.
Task_Project	It allows you to visualize the tasks associated with the changes of the projects in which the user is involved.

Rol: Group Change Viewer

It allows you to visualize the changes of the work groups in which the user is involved, expanding the scope beyond the changes themselves or those assigned directly to them.

Permission	Description Permit
Items.GetObject	It allows you to obtain the detail of the changes.
Items.Update	Allows you to edit the information of the changes.
Items.List	Allows you to get the list of changes.
Items.Add	It allows you to create new changes.
Items.Delete	Allows you to delete changes.
Change_Group	Allows you to extend the display scope to changes in the workgroups in which the user is involved; requires having the base permission to view changes.
Task_Group	It allows you to visualize the tasks associated with the changes of the work groups in which the user is involved.

Role: All ServiceCall Viewer

It allows you to view all the service requirements registered in the console, not limited to those assigned or created by the user.

Permission	Description Permit
Items.GetObject	It allows you to obtain the detail of any service requirement.
Items.Update	It allows you to edit the information of any service requirement.
Items.List	It allows you to obtain the list of service requirements.
Items.Add	It allows you to create new service requirements.
Items.Delete	It allows you to eliminate service requirements.
ServiceCall_All	It allows you to extend the scope of visualization to all existing service requirements, beyond your own or those assigned to the user.

Role: Project ServiceCall Viewer

It allows you to visualize the service requirements of the projects in which the user is involved, expanding the scope beyond the requirements of the user or those assigned directly to him.

Permission	Description Permit
Items.GetObject	It allows you to obtain the detail of the service requirements.
Items.Update	Allows you to edit the information of the service requirements.
Items.List	It allows you to obtain the list of service requirements.
Items.Add	It allows you to create new service requirements.
Items.Delete	It allows you to eliminate service requirements.
ServiceCall_Project	It allows you to extend the scope of visualization to the service requirements of the projects in which the user is involved; it requires having the base permission to view service requirements.

Role: Group ServiceCall Viewer

It allows you to visualize the service requirements of the work groups in which the user is involved, expanding the scope beyond the requirements of the user or directly assigned to him.

Permission	Description Permit
Items.GetObject	It allows you to obtain the detail of the service requirements.
Items.Update	Allows you to edit the information of the service requirements.
Items.List	It allows you to obtain the list of service requirements.
Items.Add	It allows you to create new service requirements.
Items.Delete	It allows you to eliminate service requirements.
ServiceCall_Group	It allows you to extend the scope of visualization to the service requirements of the workgroups in which the user is involved; it requires having the base permission to view service requirements.

Role: Group Maintenance Viewer

It allows you to consult the maintenance registered in the work groups to which the user belongs, without the need to have created them yourself.

Permission	Description Permit
Items.GetObject	Allows you to consult the detail of a maintenance belonging to the user’s work group.
Items.Update	Allows you to edit the information of the group’s maintenance.
Items.List	It allows you to obtain the list of maintenance of the group.
Items.Add	It allows new maintenance to be recorded.
Items.Delete	It allows you to eliminate maintenance from the group.
Maintenance_Group	Enables the consultation of the maintenance belonging to the work groups in which the user participates.
Task_Group	Enables the display of tasks associated with the user’s workgroup maintenance in the task tray.

Role: Project Maintenance Viewer

It allows you to consult all the maintenance registered in the projects to which the user belongs, regardless of who has created them.

Permission	Description Permit
Items.GetObject	It allows you to consult the detail of a maintenance belonging to the user’s project.
Items.Update	Allows you to edit the information of the project’s maintenance.
Items.List	It allows you to obtain the list of maintenance of the project.
Items.Add	It allows new maintenance to be recorded.
Items.Delete	It allows you to eliminate maintenance from the project.
Maintenance_Project	Enables the consultation of the maintenance pertaining to the projects in which the user participates.
Task_Project	Enables the display of tasks associated with the user’s project maintenance in the task tray.

Role: All Maintenance Viewer

It allows you to consult all the maintenance registered in the application, without restriction by workgroup or project.

Permission	Description Permit
Items.GetObject	It allows you to consult the details of any maintenance.
Items.Update	Allows you to edit maintenance information.
Items.List	It allows you to obtain the complete list of maintenance.
Items.Add	It allows new maintenance to be recorded.
Items.Delete	Allows to eliminate maintenance.
Maintenance_All	Enables the consultation of all maintenance, regardless of its owner, workgroup or associated project.

Role: All Release Viewer

It allows you to consult all the releases registered in the application, without restriction by workgroup or project.

Permission	Description Permit
Items.GetObject	It allows you to consult the details of any release.
Items.Update	Allows you to edit release information.
Items.List	It allows you to obtain the complete list of releases.
Items.Add	Allows you to register new releases.
Items.Delete	Allows you to delete releases.
Release_All	Enables querying of all releases, regardless of their owner, workgroup, or associated project.

Role: Project Release Viewer

It allows you to consult all the releases registered in the projects to which the user belongs, regardless of who has created them.

Permission	Description Permit
Items.GetObject	It allows you to consult the detail of a release belonging to the user’s project.
Items.Update	Allows you to edit the information of the project’s releases.
Items.List	It allows you to obtain the list of releases of the project.
Items.Add	Allows you to register new releases.
Items.Delete	Allows you to delete releases from the project.
Release_Project	Enables the consultation of releases belonging to the projects in which the user participates.
Task_Project	Enables the display of tasks associated with the user’s project releases in the task tray.

Role: Project Incidents Viewer

It allows you to view all the incidents recorded in the projects to which the user belongs, regardless of who created them.

Permission	Description Permit
Items.GetObject	Allows you to consult the details of an incident belonging to the user’s project.
Items.Update	Allows you to edit the information of the project’s incidents.
Items.List	It allows you to obtain the list of incidents of the project.
Items.Add	It allows new incidents to be recorded.
Items.Delete	Allows you to delete incidents from the project.
Incidents_Project	Enables the consultation of incidents belonging to the projects in which the user participates.
Task_Project	Enables the display of tasks associated with incidents in the user’s projects in the task tray.

Role: Group Release Viewer

It allows you to consult the releases registered in the workgroups to which the user belongs, without the need to have created them yourself.

Permission	Description Permit
Items.GetObject	Allows you to consult the detail of a release belonging to the user’s workgroup.
Items.Update	Allows you to edit the information of the group’s releases.
Items.List	It allows you to obtain the list of releases of the group.
Items.Add	Allows you to register new releases.
Items.Delete	Allows you to remove releases from the group.
Release_Group	Enables the consultation of releases belonging to the working groups in which the user participates.
Task_Group	Enables the display of tasks associated with the user’s workgroup releases in the task tray.

Role: Service Administrator

It allows you to manage the catalog of services offered to end users, where the services available for request are created, edited, and deleted.

Permission	Description Permit
Services	Allows access to the service management screen.
Services.Add	Allows you to create new services in the catalog.
Services.Update	Allows you to edit the information of an existing service.
Services.Delete	Allows you to remove services from the catalog.
Services.List	Allows you to obtain the list of services.
Services.GetObject	It allows you to consult the detail of a service.
UpdateAccessObject	It allows you to modify the access object of the service, where you define who can see or request it.
CreateDocument	Allows you to attach support documents to the service.
GetDocument	Allows you to consult the documents attached to the service.
DeleteDocument	Allows you to delete documents attached to the service.

Role: SLA Administrator

It allows you to manage SLAs (Service Level Agreements), where the service times agreed with the customer for the provision of a service are defined.

Permission	Description Permit
SLAs	Allows access to the SLA management screen.
SLAs.Update	Allows you to edit the information of an existing SLA.
SLAs.Delete	Allows you to eliminate SLAs.
SLAs.List	Allows you to obtain the list of SLAs.
SLAs.GetObject	It allows you to consult the detail of an SLA.
UpdateAccessObject	Allows you to modify the SLA access object, where you define who can see or manage it.
CreateDocument	Allows you to attach supporting documents to the SLA.
GetDocument	Allows you to consult the documents attached to the SLA.
DeleteDocument	Allows you to delete documents attached to the SLA.

Role: UC Administrator

It allows you to manage UCs (Service Level Agreements agreed with external providers), the variant of the SLA that applies when the provision of the service depends on a third party.

Permission	Description Permit
SLAs.Add	Allows you to create new UCs.
SLAs.Update	Allows you to edit the information of an existing UC.
SLAs.Delete	Allows you to delete UC.
Services.GetObject	It allows you to consult the detail of a UC.
UCs	Allows you to view the UCs on the agreement management screen.
SLAs.ListUC	It allows you to obtain the list of CUs related to SLAs.
UpdateAccessObject	Allows you to modify the UC access object, where you define who can see or manage it.
CreateDocument	Allows you to attach supporting documents to the UC.
GetDocument	It allows you to consult the documents attached to the UC.
DeleteDocument	Allows you to delete documents attached to the UC.

Role: OLA Administrator

It allows you to manage OLA (Operational Level Agreements), the variant of the SLA that is agreed between internal areas of the organization to sustain the provision of a service.

Permission	Description Permit
SLAs.Add	It allows you to create new OLAs.
SLAs.Update	Allows you to edit the information of an existing OLA.
SLAs.Delete	Allows you to eliminate OLA.
Services.GetObject	It allows you to consult the detail of an OLA.
Waves	Allows you to view the OLA on the agreement management screen.
SLAs.ListOLA	It allows you to obtain the list of OLAs related to SLAs.
UpdateAccessObject	Allows you to modify the OLA access object, where you define who can see or manage it.
CreateDocument	Allows you to attach supporting documents to the OLA.
GetDocument	Allows you to consult the documents attached to the OLA.
DeleteDocument	Allows you to delete documents attached to the OLA.

Role: Service Status Administrator

It allows you to manage the states or stages that represent the life cycle of a service, through which a request goes from the time it is created to when it is closed.

Permission	Description Permit
States.Add	Allows you to create new states for services.
States.Update	Allows you to edit existing service statuses.
States.Delete	Allows you to delete service states.
States.GetObject	Allows you to consult the detail of a service status.
States.List	It allows you to obtain the list of configured states for the services.
Service.States	Provides access to the service state management screen.

Role: Service Additionals Administrator

It allows you to manage additional service fields, where you define the personalized and business-specific information that is captured when requesting a service, beyond the standard fields of the application.

Permission	Description Permit
Additionals.Add	Allows you to create new additional fields for services.
Additionals.Update	Allows you to edit existing additional fields of services.
Additionals.Delete	Allows you to delete additional fields from services.
Additionals.List	Allows you to obtain the list of additional fields configured for services.
Additionals.GetObject	Allows you to consult the details of an additional field of services.
Service.Additionals	Allows access to the management screen for additional service fields.

Role: Service Approvals Administrator

It allows you to manage the approvals that a service request must have, before it can be executed.

Permission	Description Permit
Approvals.Add	Allows you to create new approvals for services.
Approvals.Update	Allows you to edit existing approvals for services.
Approvals.Delete	Allows you to remove approvals from services.
Approvals.List	Allows you to obtain the list of configured approvals for services.
Service.Approvals	Provides access to the service approval management screen.

Role: Service Folders Administrator

It allows you to manage the folders of the service catalog, where you define the structure that groups and organizes the services offered to end users.

Permission	Description Permit
Folders.List	Allows you to obtain the list of folders in the service catalog.
Folders.GetObject	Allows you to consult the detail of a service folder.
Folders.Update	Allows you to edit existing service folders.
Folders.Add	Allows you to create new folders in the service catalog.
Folders.Delete	Allows you to delete folders from the service catalog.
Service.Folders	Provides access to the service folder management screen.

Role: Service Rules Administrator

Allows you to manage service business rules, where you define settings that automate actions on a service request when certain conditions are met.

Permission	Description Permit
Rules.Add	Allows you to create new rules for services.
Rules.Update	Allows you to edit existing rules for services.
Rules.Delete	Allows you to remove rules from services.
Rules.List	Allows you to obtain the list of configured rules for the services.
Rules.GetObject	Allows you to view the detail of a service rule.
Service.Rules	Allows access to the service rules management screen.

Role: Event Status Administrator

It allows you to manage the states that represent the lifecycle of an event, where you define the stages through which an event generated in the application goes from the time it is logged to when it is closed.

Permission	Description Permit
States.Add	Allows you to create new statuses for events.
States.Update	Allows you to edit existing event statuses.
States.Delete	Allows you to delete event statuses.
States.GetObject	Allows you to view the detail of an event status.
States.List	It allows you to obtain the list of configured states for events.
Event.States	Allows access to the event status management screen.

Role: Event Additionals Administrator

It allows you to manage additional event fields, where you define the custom, business-specific information that is captured when you log an event, beyond the standard fields of the application.

Permission	Description Permit
Additionals.Add	Allows you to create new additional fields for events.
Additionals.Update	Allows you to edit existing additional event fields.
Additionals.Delete	Allows you to remove additional event fields.
Additionals.List	Allows you to obtain the list of additional fields configured for events.
Additionals.GetObject	Allows you to consult the detail of an additional field of events.
Event.Additionals	Allows access to the management screen for additional event fields.

Role: Event Rules Administrator

It allows you to manage event business rules, where you define the configuration that automates actions on an event when certain conditions are met.

Permission	Description Permit
Rules.Add	Allows you to create new rules for events.
Rules.Update	Allows you to edit existing event rules.
Rules.Delete	Allows you to delete rules from events.
Rules.List	Allows you to obtain the list of rules configured for events.
Rules.GetObject	Allows you to view the detail of an event rule.
Event.Rules	Provides access to the event rule management screen.

Role: Event Connectors Administrator

It allows you to manage event connectors, where you define the integrations that receive events from external monitoring sources (SNMP, mail, API, among others) and automatically record them in the application.

Permission	Description Permit
EventConnectors	Provides access to the Event Connector Management screen.
EventConnectors.GetObject	Allows you to query the detail of an event connector.
EventConnectors.Update	Allows you to edit the configuration of an existing event connector.
EventConnectors.List	Allows you to obtain the list of configured event connectors.
EventConnectors.Add	Allows you to create new event connectors.
EventConnectors.Delete	Allows you to remove event connectors.

Role: Incident Additionals Administrator

It allows you to manage the additional fields of the incident form, where custom fields are defined that complement the standard case information according to the particular needs of the operation.

Permission	Description Permit
Additionals.Add	Allows you to create additional fields in the incident form.
Additionals.Update	Allows you to edit the settings for additional incident fields.
Additionals.Delete	Allows you to delete additional incident fields.
Additionals.List	Allows you to get the list of additional fields configured in incident.
Additionals.GetObject	Allows you to obtain the detail of an additional incident field.
Incident.Additionals	Allows you to display additional incident fields.

Role: Incident Status Administrator

It allows you to manage the states of the incident lifecycle, where the stages through which the case goes through (e.g. new, in progress, resolved or closed) are defined, along with their transitions and associated reasons.

Permission	Description Permit
States.Add	Allows you to create states in the incident lifecycle.
States.Update	Allows you to edit incident statuses.
States.Delete	Allows you to delete incident states.
States.GetObject	Allows you to obtain the detail of an incident status.
States.List	Allows you to obtain the list of states configured in incident.
Incident.States	Allows you to view incident statuses.

Role: Incident Interface Administrator

It allows you to manage the incident form interface, where you define which fields are visible or required at each stage of the case lifecycle.

Permission	Description Permit
Interface.Update	Allows you to edit the settings of the incident interface.
Interface.List	Allows you to get the list of incident interface configurations.
Interface.GetObject	Allows you to get the detail of an incident interface configuration.
Incident.Interface	Allows you to view the incident interface settings.

Role: Incident Models Administrator

It allows you to manage incident models or templates, where the behavior and fields specific to a particular type of incident are defined.

Permission	Description Permit
Models.Add	Allows you to create incident models.
Models.Update	Allows you to edit incident models.
Models.Delete	Allows you to delete incident models.
Models.List	Allows you to get the list of incident models.
Models.GetObject	Allows you to obtain the detail of an incident model.
Incident.Models	Allows you to view incident models.

Role: Incident Times Administrator

It allows you to manage the service times of the incident, where the response and solution times that apply to it according to the current service level agreements are defined.

Permission	Description Permit
Times.Add	Allows you to create service times for incident.
Times.Update	Allows you to edit incident service times.
Times.Delete	Eliminates incident service times.
Times.List	Allows you to get the list of incident service times.
Times.GetObject	Allows you to obtain the detail of an incident service time.
Incident.Times	Allows you to visualize incident service times.

Role: Incident Tasks Administrator

It allows you to manage the tasks associated with the incident, where the sequential activities that are executed as part of the case attention are defined.

Permission	Description Permit
Tasks.Add	Allows you to create tasks associated with an incident.
Tasks.Update	Allows you to edit incident tasks.
Tasks.Delete	Allows you to delete incident tasks.
Tasks.List	Allows you to get the list of tasks configured in incident.
Tasks.GetObject	Allows you to get the detail of an incident task.
Incident.Tasks	Allows you to visualize incident tasks.

Role: Incident Approvals Administrator

It allows you to manage the incident approval flows, where you define the voter settings and the threshold required to approve or reject the case.

Permission	Description Permit
Approvals.Add	Allows you to create approval flows for incident.
Approvals.Update	Allows you to edit incident approval flows.
Approvals.Delete	Allows you to delete incident approval flows.
Approvals.List	Allows you to get the list of incident approval flows.
Approvals.GetObject	Allows you to get the detail of an incident approval flow.
Incident.Approvals	Allows you to visualize incident approval flows.

Role: Incident Risks Administrator

This permission is cataloged in the system, although risk management is not available as a configuration module for the Incident case type in the current version of the product; such functionality applies only to Change and Release.

Permission	Description Permit
Risks.Add	It allows you to create risks associated with incidents.
Risks.Update	Allows you to edit incident risks.
Risks.Delete	It allows you to eliminate incident risks.
Risks.List	Allows you to obtain the list of incident risks.
Risks.GetObject	It allows you to obtain the detail of an incident risk.
Incident.Risks	It allows you to visualize the risks of incidents.

Role: Incident Views Administrator

It allows you to manage incident views, where you define the configurable lists that determine the columns and filters with which cases are queried.

Permission	Description Permit
Views.Add	Allows you to create incident views.
Views.Update	Allows you to edit incident views.
Views.Delete	Allows you to delete incident views.
Views.List	Allows you to get the list of views configured in incident.
Views.GetObject	Allows you to get the detail of an incident view.
Incident.Views	Allows access to incident views.

Role: Incident Rules Administrator

It allows you to manage incident business rules, where the conditions are defined that, when met, trigger automations on the case.

Permission	Description Permit
Rules.Add	Allows you to create business rules for incident.
Rules.Update	Allows you to edit incident rules.
Rules.Delete	Allows you to delete incident rules.
Rules.List	Allows you to get the list of rules configured in incident.
Rules.GetObject	Allows you to obtain the detail of an incident rule.
Incident.Rules	Allows you to view incident rules.

Role: Incident Surveys Administrator

It allows you to manage incident satisfaction surveys, where the forms that are sent to the user at the close of the case are defined to measure their level of compliance with the attention received.

Permission	Description Permit
Surveys.Add	Allows you to create satisfaction surveys for incident.
Surveys.Update	Allows you to edit incident surveys.
Surveys.Delete	Allows you to delete incident surveys.
Surveys.List	Allows you to get the list of surveys configured in incident.
Surveys.GetObject	Allows you to get the detail of an incident survey.
Incident.Surveys	Allows you to view incident surveys.

Role: SLA Status Administrator

It allows you to manage the SLA statuses, where the stages of the life cycle of the service level agreement agreed with the customer are defined.

Permission	Description Permit
States.Add	Allows you to create states for SLAs.
States.Update	Allows you to edit SLA statuses.
States.Delete	Allows you to delete SLA states.
States.GetObject	Allows you to obtain the detail of an SLA status.
States.List	Allows you to get the list of states configured in SLAs.
SLA. States	Allows you to visualize SLA statuses.

Role: UC Status Administrator

It allows you to manage the UC states, where the stages of the life cycle of the agreement agreed with an external provider that supports the provision of the service are defined.

Permission	Description Permit
States.Add	Allows you to create states for UC.
States.Update	Allows you to edit UC states.
States.Delete	Allows you to delete UC states.
States.GetObject	Allows you to obtain the detail of a UC status.
States.List	Allows you to get the list of states configured in UC.
UC. States	Allows you to visualize UC statuses.

Role: OLA Status Administrator

It allows you to manage the OLA statuses, where the stages of the life cycle of the operational level agreement agreed between internal areas of the organization are defined.

Permission	Description Permit
States.Add	Allows you to create states for OLA.
States.Update	Allows you to edit OLA statuses.
States.Delete	Allows you to delete OLA states.
States.GetObject	It allows you to obtain the detail of an OLA status.
States.List	Allows you to get the list of states configured in OLA.
WAVE. States	Allows you to visualize OLA statuses.

Role: SLA Additionals Administrator

Allows you to manage additional SLA fields, where custom fields are defined that complement the standard SLA information.

Permission	Description Permit
Additionals.Add	Allows you to create additional fields for SLAs.
Additionals.Update	Allows you to edit additional SLA fields.
Additionals.Delete	Allows you to remove additional SLA fields.
Additionals.List	Allows you to get the list of additional fields configured in SLA.
Additionals.GetObject	Allows you to get the detail of an additional SLA field.
SLA. Additionals	Allows you to view additional SLA fields.

Role: UC Additionals Administrator

It allows you to manage the additional fields of the UC, where the custom fields are defined that complement the standard information of the agreement agreed with an external provider.

Permission	Description Permit
Additionals.Add	Allows you to create additional fields for UC.
Additionals.Update	Allows you to edit the additional UC fields.
Additionals.Delete	Allows you to delete additional UC fields.
Additionals.List	Allows you to get the list of additional fields configured in UC.
Additionals.GetObject	Allows you to get the detail of an additional UC field.
UC. Additionals	Allows you to view additional UC fields.

Role: OLA Additionals Administrator

Allows you to manage the additional fields of the OLA, where custom fields are defined that complement the standard information of the operational level agreement.

Permission	Description Permit
Additionals.Add	Allows you to create additional fields for OLA.
Additionals.Update	Allows you to edit the additional OLA fields.
Additionals.Delete	Allows you to delete additional OLA fields.
Additionals.List	Allows you to get the list of additional fields configured in OLA.
Additionals.GetObject	Allows you to get the detail of an additional OLA field.
WAVE. Additionals	Allows you to view additional OLA fields.

Role: SLA Approvals Administrator

Allows you to manage SLA approval flows, where you define the voter settings and threshold required to approve or reject the SLA.

Permission	Description Permit
Approvals.Add	Allows you to create approval flows for SLAs.
Approvals.Update	Allows you to edit SLA approval flows.
Approvals.Delete	Allows you to eliminate SLA approval flows.
Approvals.List	Allows you to get the list of SLA approval flows.
Approvals.GetObject	Allows you to get the detail of an SLA approval flow.
SLA. Approvals	Allows you to visualize SLA approval flows.

Role: UC Approvals Administrator

It allows you to manage the UC approval flows, where you define the voter settings and the threshold required to approve or reject the agreement agreed with an external provider.

Permission	Description Permit
Approvals.Add	Allows you to create approval flows for UC.
Approvals.Update	Allows you to edit UC approval flows.
Approvals.Delete	Allows you to delete UC approval flows.
Approvals.List	Allows you to get the list of UC approval flows.
Approvals.GetObject	Allows you to get the detail of a UC approval flow.
UC. Approvals	Allows you to visualize UC approval flows.

Role: OLA Approvals Administrator

It allows you to manage the OLA approval flows, where you define the voter settings and the threshold required to approve or reject the operational-level agreement.

Permission	Description Permit
Approvals.Add	Allows you to create approval flows for OLA.
Approvals.Update	Allows you to edit OLA approval flows.
Approvals.Delete	Allows you to eliminate OLA approval flows.
Approvals.List	Allows you to get the list of OLA approval flows.
Approvals.GetObject	Allows you to get the detail of an OLA approval flow.
WAVE. Approvals	Allows you to visualize OLA approval flows.

Role: Problem Models Administrator

You are allowed to manage problem models.

Permission	Description Permit
Models.Add	Add models to problems.
Models.Update	Edit problem models.
Models.Delete	Delete problem models.
Models.List	Get the list of problem models.
Models.GetObject	Get the details of the problem models.
Problem.Models	Visualize problem models.

Role: Change Models Administrator

You have permissions for change model management.

Permission	Description Permit
Models.Add	Add models to changes.
Models.Update	Edit change models.
Models.Delete	Delete change models.
Models.List	Get the list of change models.
Models.GetObject	Obtain the details of the changes from the models.
Change.Models	Visualize models of changes in which you are involved.

Role: ServiceCall Models Administrator

Has permissions for managing service requirement models.

Permission	Description Permit
Models.Add	Add models to service requirements.
Models.Update	Edit the models of the service requirements.
Models.Delete	Eliminate models from service requirements.
Models.List	Get the list of models of the service requirements.
Models.GetObject	Obtain the details of the models of the service requirements.
ServiceCall.Models	Visualize the models of the service requirements.

Role: Release Models Administrator

Has permissions for the management of release models.

Permission	Description Permit
Models.Add	Adicionar modelos a releases.
Models.Update	Edit release models.
Models.Delete	Delete release models.
Models.List	Get the list of release models.
Models.GetObject	Get the details of the release models.
Release.Models	Viewing release models.

Role: Task Models Administrator

You are allowed to manage task models.

Permission	Description Permit
Models.Add	Add models to tasks.
Models.Update	Edit task templates.
Models.Delete	Delete models from tasks.
Models.List	Get the list of task templates.
Models.GetObject	Obtain the details of the task models.
Task.Models	Visualize the models of the tasks.

Role: Problem Times Administrator

You are allowed to manage trouble times.

Permission	Description Permit
Times.Add	Add times to problems.
Times.Update	Edit trouble times.
Times.Delete	Eliminate trouble times.
Times.List	Get the list of trouble times.
Times.GetObject	Obtain the detail of trouble times.
Problem.Times	Visualize trouble times.

Role: Change Times Administrator

You have permissions to manage change times.

Permission	Description Permit
Times.Add	Add time to changes.
Times.Delete	Eliminate changeover times.
Times.List	Get the list of changeover times.
Times.GetObject	Obtain the detail of change times.
Change.Times	Visualize times of changes.

Role: ServiceCall Times Administrator

It is allowed to manage the times of service requirements.

Permission	Description Permit
Times.Add	Add time to service requirements.
Times.Update	Edit times of service requirements.
Times.Delete	Eliminate time from service requirements.
Times.List	Get the time list of service requirements.
Times.GetObject	Obtain the detail of the times of the service requirements.
ServiceCall.Times	Visualize times of service requirements.

Role: Release Times Administrator

Release timing management is allowed.

Permission	Description Permit
Times.Add	Adicionar tiempos a releases.
Times.Update	Edit release times.
Times.Delete	Eliminate release times.
Times.List	Get the list of release times.
Times.GetObject	Get the details of the release times.
Release.Times	Display release times.

Role: Change Approvals Administrator

You have permissions to manage change approvals.

Permission	Description Permit
Approvals.Add	Add approvals to changes.
Approvals.Update	Edit change approvals.
Approvals.Delete	Delete change approvals.
Approvals.List	Get the list of change approvals.
Approvals.GetObject	Get the detail of change approvals.
Change.Approvals	View change approvals.

Role: ServiceCall Approvals Administrator

You are allowed to manage approvals of service requirements.

Permission	Description Permit
Approvals.Add	Add approvals to service requirements.
Approvals.Update	Edit approvals of service requirements.
Approvals.Delete	Eliminate approvals from service requirements.
Approvals.List	Obtain the list of approvals of the service requirements.
Approvals.GetObject	Obtain the detail of the approvals of the service requirements.
ServiceCall.Approvals	View approvals of service requirements.

Role: Release Approvals Administrator

Has permissions to manage release approvals.

Permission	Description Permit
Approvals.Add	Add approvals to releases.
Approvals.Update	Edit release approvals.
Approvals.Delete	Delete release approvals.
Approvals.List	Get the list of release approvals.
Approvals.GetObject	Get the details of release approvals.
Release.Approvals	View release approvals.

Role: Change Risks Administrator

You have permissions for change risk management.

Permission	Description Permit
Risks.Add	Add risk to changes.
Risks.Update	Edit change risks.
Risks.Delete	Eliminate risks of changes.
Risks.List	Get the list of exchange risks.
Risks.GetObject	Obtain the details of exchange risks.
Change.Risks	Visualize risks of change.

Role: Release Risks Administrator

You are allowed to manage release risks.

Permission	Description Permit
Risks.Add	Adicionar riesgos a releases.
Risks.Update	Edit release risks.
Risks.Delete	Eliminate risks from releases.
Risks.List	Get the list of release risks.
Risks.GetObject	Get the details of release risks.
Release.Risks	Visualize release risks.

Role: Problem Views Administrator

You have permissions to manage issue views.

Permission	Description Permit
Views.Add	Add views to problems.
Views.Update	Edit issue views.
Views.Delete	Delete problem views.
Views.List	Get the list of problem views.
Views.GetObject	Get the detail of the problem views.
Problem.Views	View issue views.

Role: Change Views Administrator

You are allowed to manage views of changes.

Permission	Description Permit
Views.Add	Add views to changes.
Views.Update	Edit change views.
Views.Delete	Delete change views.
Views.List	Get the list of change views.
Views.GetObject	Get the detail of the change views.
Change.Views	Access change views.

Role: ServiceCall Views Administrator

Has permissions to manage views of service requirements.

Permission	Description Permit
Views.Add	Add views to service requirements.
Views.Update	Edit views of service requirements.
Views.Delete	Delete views of service requirements.
Views.List	Get the list of views of the service requirements.
Views.GetObject	Obtain the detail of views of the service requirements.
ServiceCall.Views	View views of service requirements.

Role: Release Views Administrator

You are allowed to manage views of releases.

Permission	Description Permit
Views.Add	Add views to releases.
Views.Update	Edit release views.
Views.Delete	Delete views from releases.
Views.List	Get the list of release views.
Views.GetObject	Get the details of the release views.
Release.Views	Access the release views.

Role: Problem Rules Administrator

You have permissions to manage issue rules.

Permission	Description Permit
Rules.Add	Add rules to issues.
Rules.Update	Edit problem rules.
Rules.Delete	Delete problem rules.
Rules.List	Get the list of problem rules.
Rules.GetObject	Get the details of the problem rules.
Problem.Rules	Display problem rules.

Role: Change Rules Administrator

Allows change rule management.

Permission	Description Permit
Rules.Add	Add rules to changes.
Rules.Update	Edit change rules.
Rules.Delete	Delete change rules.
Rules.List	Get the list of change rules.
Rules.GetObject	Get the details of the change rules.
Change.Rules	Display change rules.

Role: ServiceCall Rules Administrator

You have permissions to manage the rules of the service requirements.

Permission	Description Permit
Rules.Add	Add rules to service requirements.
Rules.Update	Edit rules for service requirements.
Rules.Delete	Remove rules from service requirements.
Rules.List	Get the list of rules of the service requirements.
Rules.GetObject	Obtain the details of the rules of the service requirements.
ServiceCall.Rules	Display rules of service requirements.

Role: Release Rules Administrator

You are allowed to manage release rules.

Permission	Description Permit
Rules.Add	Adicionar reglas a releases.
Rules.Update	Edit release rules.
Rules.Delete	Delete release rules.
Rules.List	Get the list of release rules.
Rules.GetObject	Get the details of the release rules.
Release.Rules	Display release rules.

Role: Task Rules Administrator

You are allowed to manage task rules.

Permission	Description Permit
Rules.Add	Add rules to tasks.
Rules.Update	Edit task rules.
Rules.Delete	Delete task rules.
Rules.List	Get the list of task rules.
Rules.GetObject	Get the detail of the task rules.
Task.Rules	Display task rules.

Role: Problem Surveys Administrator

Has permissions for problem survey management.

Permission	Description Permit
Surveys.Add	Add surveys to issues.
Surveys.Update	Edit problem surveys.
Surveys.Delete	Delete problem surveys.
Surveys.List	Get the list of problem surveys.
Surveys.GetObject	Get the details of the problem surveys.
Problem.Surveys	Display problem rules.

Role: Change Surveys Administrator

You have permissions to manage polls for changes.

Permission	Description Permit
Surveys.Add	Add surveys to changes.
Surveys.Update	Edit change surveys.
Surveys.Delete	Delete change surveys.
Surveys.List	Get the list of change surveys.
Surveys.GetObject	Get the details of the change surveys.
Change.Surveys	View change surveys.

Role: ServiceCall Surveys Administrator

Has permissions for the administration of service requirements surveys.

Permission	Description Permit
Surveys.Add	Add surveys to service requirements.
Surveys.Update	Edit surveys of service requirements.
Surveys.Delete	Eliminate surveys from service requirements.
Surveys.List	Get the list of surveys of the service requirements.
Surveys.GetObject	Obtain the details of the surveys of the service requirements.
ServiceCall.Surveys	View surveys of service requirements.

Role: Release Surveys Administrator

You are allowed to manage release surveys.

Permission	Description Permit
Surveys.Add	Add surveys to releases.
Surveys.Update	Edit release polls.
Surveys.Delete	Remove surveys from releases.
Surveys.List	Get the list of release surveys.
Surveys.GetObject	Get the details of the release surveys.
Release.Surveys	View release polls.

Role: Problem Status Administrator

Has permissions for problem state management.

Permission	Description Permit
States.Add	Add statuses to issues.
States.Update	Edit problem statuses.
States.Delete	Delete problem states.
States.GetObject	Get the details of the problem states.
States.List	Get the list of problem statuses.
Problem.States	View problem statuses.

Role: Change Status Administrator

You are allowed to manage change statuses.

Permission	Description Permit
States.Add	Add states to changes.
States.Update	Edit change statuses.
States.Delete	Delete change states.
States.GetObject	Get the detail of change statuses.
States.List	Get the list of change statuses.
Change.States	View change statuses.

Role: ServiceCall Status Administrator

You have permissions to manage the statuses of service requirements.

Permission	Description Permit
States.Add	Add statuses to service requirements.
States.Update	Edit service requirement statuses.
States.Delete	Delete statuses from service requirements.
States.GetObject	Obtain the detail of the status of service requirements.
States.List	Get the list of service requirement statuses.
ServiceCall.States	View the status of service requirements.

Role: Release Status Administrator

It has permissions for the management of release statuses.

Permission	Description Permit
States.Add	Add states to releases.
States.Update	Edit release statuses.
States.Delete	Delete release statuses.
States.GetObject	Get the details of the release statuses.
States.List	Get the list of release statuses.
Release.States	View release statuses.

Role: Task Status Administrator

You are allowed to manage task statuses.

Permission	Description Permit
States.Add	Add statuses to tasks.
States.Update	Edit task statuses.
States.Delete	Delete task statuses.
States.GetObject	Get the detail of the task statuses.
States.List	Get the list of task statuses.
Task.States	View task statuses.

Role: Problem Interface Administrator

You have permissions to manage the problem interface.

Permission	Description Permit
Interface.Update	Edit problem interfaces.
Interface.List	Get the list of problem interfaces.
Interface.GetObject	Get the details of problem interfaces.
Problem.Interface	Visualize problem interfaces.

Role: Change Interface Administrator

You are allowed to manage the change interface.

Permission	Description Permit
Interface.Update	Edit change interfaces.
Interface.List	Get the list of change interfaces.
Interface.GetObject	Get the details of change interfaces.
Change.Interface	Visualize the change interfaces.

Role: ServiceCall Interface Administrator

You have permissions to manage the service requirements interface.

Permission	Description Permit
Interface.Update	Edit the service requirements interface.
Interface.List	Get the list of interfaces of the service requirements.
Interface.GetObject	Obtain the detail of service requirement interfaces.
ServiceCall.Interface	Visualize interfaces of service requirements.

Role: Release Interface Administrator

You are allowed to manage the release interface.

Permission	Description Permit
Interface.Update	Edit release interfaces.
Interface.List	Get the list of release interfaces.
Interface.GetObject	Get the details of release interfaces.
Release.Interface	Visualize release interfaces.

Role: Problem Additionals Administrator

You have permissions for the management of additional problem fields.

Permission	Description Permit
Additionals.Add	Add additional fields to problems.
Additionals.Update	Edit additional fields to issues.
Additionals.Delete	Delete additional problem fields.
Additionals.List	Get the list of additional problem fields.
Additionals.GetObject	Get the detail of additional problem fields.
Problem.Additionals	Display additional problem fields.

Role: Change Additionals Administrator

You have permissions to manage additional fields in changes.

Permission	Description Permit
Additionals.Add	Add additional fields in changes.
Additionals.Update	Edit additional fields in changes.
Additionals.Delete	Remove additional fields in changes.
Additionals.List	Get the list of additional fields for the changes.
Additionals.GetObject	Get the detail of the additional fields of changes.
Change.Additionals	Display additional fields of changes.

Role: ServiceCall Additionals Administrator

Has permissions for the management of additional fields in service requests.

Permission	Description Permit
Additionals.Add	Add additional fields in service requirements.
Additionals.Update	Edit additional fields of service requirements.
Additionals.Delete	Remove additional fields from service requirements.
Additionals.List	Get the list of additional fields of service requirements.
Additionals.GetObject	Obtain the detail of additional fields of service requirements.
ServiceCall.Additionals	Display additional fields of service requirements.

Role: Release Additionals Administrator

You are allowed to manage the additional release fields.

Permission	Description Permit
Additionals.Add	Add additional fields to releases.
Additionals.Update	Edit additional release fields.
Additionals.Delete	Remove additional fields from releases.
Additionals.List	Get the list of additional release fields.
Additionals.GetObject	Get the detail of additional release fields.
Release.Additionals	Display additional release fields.

Role: Task Additionals Administrator

Allows the management of additional task fields.

Permission	Description Permit
Additionals.Add	Create additional task fields.
Additionals.Update	Edit additional task fields.
Additionals.Delete	Delete additional task fields.
Additionals.List	Get the list of additional task fields.
Additionals.GetObject	Get the detail of additional task fields.
Task.Additionals	Display additional task fields.

Role: Problem Tasks Administrator

Allows task management of problems.

Permission	Description Permit
Tasks.Add	Create tasks in problems.
Tasks.Update	Edit problem tasks.
Tasks.Delete	Eliminate problem tasks.
Tasks.List	Get the problem task list.
Tasks.GetObject	Get the detail of problem tasks.
Problem.Tasks	Visualize problem tasks.

Role: Change Tasks Administrator

You have permissions to manage tasks for changes.

Permission	Description Permit
Tasks.Add	Create tasks in changes.
Tasks.Update	Edit change tasks.
Tasks.Delete	Delete Change Tasks.
Tasks.List	Get the list of change tasks.
Tasks.GetObject	Get the detail of change tasks.
Change.Tasks	Visualize change tasks.

Role: ServiceCall Tasks Administrator

It has permissions for the management of service requirement tasks.

Permission	Description Permit
Tasks.Add	Add tasks to service requirements.
Tasks.Update	Edit tasks from service requirements.
Tasks.Delete	Eliminate tasks from service requirements.
Tasks.List	Get the task list of service requirements.
Tasks.GetObject	Obtain the detail of service requirement tasks.
ServiceCall.Tasks	View tasks of service requirements.

Role: Release Tasks Administrator

Release task management is allowed.

Permission	Description Permit
Tasks.Add	Adicionar tareasa releases.
Tasks.Update	Edit release tasks.
Tasks.Delete	Delete tasks from releases.
Tasks.List	Get the release task list.
Tasks.GetObject	Get the details of release tasks.
Release.Tasks	Display release tasks.

Role: Service Mail Template Administrator

It allows you to manage the mail templates that the system uses to automatically notify the events of Service-type cases. Each template defines the subject and body of the message (with HTML support and variables that are replaced with the actual data of the case), as well as the sender that is used at the time of sending.

Permission	Description Permit
MailTemplates.Add	Allows you to create a new mail template for Service case notifications.
MailTemplates.Update	Allows you to modify the subject, body, or sender of an existing Service template.
MailTemplates.Delete	Allows you to delete a Service mail template.
MailTemplates.List	Allows you to consult the list of mail templates configured for Service.
MailTemplates.GetObject	Allows you to view the detail of a Service email template.
Service.MailTemplates	Enable the Service category on the email template management screen.

Role: SLA Mail Template Administrator

Allows you to manage email templates associated with Service Level Agreements (SLAs), used to report events such as non-compliances or upcoming committed time expirations.

Permission	Description Permit
MailTemplates.Add	Allows you to create a new mail template for SLA notifications.
MailTemplates.Update	Allows you to modify the subject, body, or sender of an existing SLA template.
MailTemplates.Delete	Allows you to delete an SLA mail template.
MailTemplates.List	Allows you to consult the list of email templates configured for SLAs.
MailTemplates.GetObject	Allows you to view the detail of an SLA mail template.
SLA. MailTemplates	Enable the SLA category on the email template management screen.

Role: UC Mail Template Administrator

It allows you to manage the email templates associated with Internal Support Contracts (UC), used to notify events related to the agreements signed with internal areas or suppliers.

Permission	Description Permit
MailTemplates.Add	Allows you to create a new mail template for UC notifications.
MailTemplates.Update	Allows you to modify the subject, body, or sender of an existing UC template.
MailTemplates.Delete	Allows you to delete a UC mail template.
MailTemplates.List	Allows you to consult the list of mail templates configured for UC.
MailTemplates.GetObject	Allows you to view the detail of a UC mail template.
UC. MailTemplates	Enable the UC category in the mail template management screen.

Role: OLA Mail Template Administrator

It allows you to manage the email templates associated with the Operation Level Agreements (OLA), used to notify events related to the commitments agreed between internal areas of the organization.

Permission	Description Permit
MailTemplates.Add	Allows you to create a new email template for OLA notifications.
MailTemplates.Update	Allows you to modify the subject, body, or sender of an existing OLA template.
MailTemplates.Delete	Allows you to delete an OLA email template.
MailTemplates.List	Allows you to consult the list of email templates configured for OLA.
MailTemplates.GetObject	Allows you to consult the detail of an OLA email template.
WAVE. MailTemplates	Enable the OLA category on the email template management screen.

Role: Change Mail Template Administrator

Allows you to manage the mail templates that the system uses to automatically notify events of Change type cases, such as their creation, approval, or closure.

Permission	Description Permit
MailTemplates.Add	Allows you to create a new mail template for Change notifications.
MailTemplates.Update	Allows you to modify the subject, body, or sender of an existing Changes template.
MailTemplates.Delete	Allows you to delete an email template from Changes.
MailTemplates.List	Allows you to view the list of email templates configured for Changes.
MailTemplates.GetObject	Allows you to view the detail of a Changes email template.
Change.MailTemplates	Enable the Changes category on the email template management screen.

Role: Incident Mail Template Administrator

Allows you to manage the mail templates that the system uses to automatically report the events of Incident-type cases, such as their creation, escalation, or closure.

Permission	Description Permit
MailTemplates.Add	Allows you to create a new email template for Incident notifications.
MailTemplates.Update	Allows you to modify the subject, body, or sender of an existing Incident template.
MailTemplates.Delete	Allows you to delete an email template from Incidents.
MailTemplates.List	Allows you to consult the list of email templates configured for Incidents.
MailTemplates.GetObject	Allows you to view the details of an Incident email template.
Incident.MailTemplates	Enable the Incidents category on the email template management screen.

Role: Problem Mail Template Administrator

Allows you to manage the mail templates that the system uses to automatically notify events of Problem type cases, such as logging, diagnosing, or closing.

Permission	Description Permit
MailTemplates.Add	Allows you to create a new email template for Issues notifications.
MailTemplates.Update	Allows you to modify the subject, body, or sender of an existing Issues template.
MailTemplates.Delete	Allows you to delete an email template from Issues.
MailTemplates.List	Allows you to view the list of email templates configured for Issues.
MailTemplates.GetObject	Allows you to view the details of an Issues email template.
Problem.MailTemplates	Enable the Issues category on the email template management screen.

Role: Release Mail Template Administrator

Allows you to manage the email templates that the system uses to automatically notify events of Release cases, such as their planning, deployment, or closure.

Permission	Description Permit
MailTemplates.Add	Allows you to create a new mail template for Release notifications.
MailTemplates.Update	Allows you to modify the subject, body, or sender of an existing Release template.
MailTemplates.Delete	Allows you to delete a Release mail template.
MailTemplates.List	Allows you to consult the list of email templates configured for Release.
MailTemplates.GetObject	Allows you to view the detail of a Release mail template.
Release.MailTemplates	Enable the Release category on the email template management screen.

Role: ServiceCall Mail Template Administrator

It allows you to manage the email templates that the system uses to automatically notify the events of Service Requirement type cases, such as their filing, attention or closure.

Permission	Description Permit
MailTemplates.Add	Allows you to create a new email template for Service Request notifications.
MailTemplates.Update	Allows you to modify the subject, body, or sender of an existing Service Request template.
MailTemplates.Delete	Allows you to delete a Service Requests email template.
MailTemplates.List	Allows you to consult the list of email templates configured for Service Requirements.
MailTemplates.GetObject	Allows you to consult the detail of a Service Requirements email template.
ServiceCall.MailTemplates	Enable the Service Requirements category on the email template management screen.

Role: Third Party Approval

Allows a specialist to act as an external approver (“third party”) within a case’s voting flow, without being part of the standard internal approval flow.

Permission	Description Permit
Third Party Approval	It allows the specialist to participate as an external voter in the approval of a case.

Role: Customer Third Party Approval

Allows a client user to act as an external approver (“third party”) within a case’s voting flow, without being part of the standard internal approval flow.

Permission	Description Permit
Customer Third Party Approval	Allows the client user to participate as an external voter in the approval of a case.

Role: Model Profile Administrator

Allows you to manage service profiles: configurable conditions on the case fields that the system evaluates to automatically determine the pool of candidate specialists in the automatic assignment.

Permission	Description Permit
Model_Profile	Allows you to consult the list of configured service profiles.
Profile.Add	It allows you to create a new service profile with its conditions and group of specialists.
Profile.Delete	Allows you to delete an existing service profile.
Profile.Update	Allows you to modify the conditions or the group of specialists of a service profile.

Role: Scheduled Cases Actions Administrator

It allows you to manage the scheduled actions that the system automatically executes on cases when certain configured dates or conditions are met.

Permission	Description Permit
Scheduled_cases_actions	Allows you to consult the list of scheduled actions configured on the cases.
Scheduled_cases_actions. Add	Allows you to create a new scheduled action on cases.
Scheduled_cases_actions. Delete	Allows you to delete an existing scheduled action.
Scheduled_cases_actions. Update	Allows you to modify the settings of an existing scheduled action.

Role: Add Change Ticket Approvers

Enables, within an already created Change type case, the Add Voters to manually link new voters to the approval flow and unlink those who have been assigned from that same option.

Permission	Description Permit
Change.AddApprovalVoter	Allows you to manually add or unlink approval voters in a Change.

Role: Add Incidents Ticket Approvers

Enables, within an already created Incident type case, the Add Voters to manually link new voters to the approval flow and unlink those who have been assigned from that same option.

Permission	Description Permit
Incident.AddApprovalVoter	Allows you to manually add or unlink approval voters in an Incident.

Role: Add Releases Ticket Approvers

Enables, within an already created Release type case, the Add Voters to manually link new voters to the approval flow and unlink those who have been assigned from that same option.

Permission	Description Permit
Release.AddApprovalVoter	Allows you to manually add or unlink approval voters in a Release.

Role: Add ServiceCalls Ticket Approvers

Enables, within an already created Service Request type case, the Add Voters to manually link new voters to the approval flow and unlink those who have been assigned from that same option.

Permission	Description Permit
ServiceCalls.AddApprovalVoter	Allows you to manually add or unlink approval voters in a Service Request.

Role: Incidents Manager

Operational management role (not administrative configuration) on Incident cases already created: allows you to create, edit, close, reopen and delete relationships of a case, manage its tasks, notes and attachments (even in closed state), as well as consult the shared catalogs of the platform (categories, projects, groups, suppliers, users, models, statuses, services, SLA’s, additional fields, templates, views and surveys) necessary to operate the case day by day.

Permission	Description Permit
UpdateAccessObject	Allows you to modify the access list (record-level security) of the case, defining which additional users or groups can view or edit it.
CreateDocument	Allows you to attach a document to the case.
GetDocument	It allows you to download or consult a document attached to the case.
DeleteDocument	Allows you to delete a document attached to the case.
Templates.Add	It allows you to create a new reusable template to speed up the creation of cases, preloading common fields.
Templates.Update	Allows you to modify an existing case creation template.
Categories.List	It allows you to consult the list of categories in the service catalog, used to classify the case.
Groups.ListArea	Allows you to consult the areas/workgroups associated with a project, used to determine to whom the case can be assigned.
Projects.List	It allows you to consult the list of projects, used to filter or create the case within a specific project.
Projects.GetObject	Allows you to consult the detail of a project.
Groups.GetObject	It allows you to consult the details of a work group.
Groups.List	Allows you to consult the list of available working groups.
Vendor.ListCompany	It allows you to consult the list of registered companies (clients).
Vendor.GetObject	It allows you to consult the details of a company or supplier.
Vendor.ListProvider	Allows you to consult the list of registered suppliers.
User.GetObject	It allows you to consult the detail of a user (client or specialist).
User.ListClient	It allows you to consult the list of client users, used to identify the requester of the case.
User.ListSpecialist	It allows you to consult the list of specialists, used to assign the person responsible for the case.
Models.List	Allows you to view the list of models configured for the case type, used to choose the template when creating a new case.
Models.GetObject	Allows you to consult the details of a configured model.
Categories.GetObject	Allows you to consult the details of a category in the service catalog.
States.GetObject	Allows you to view the detail of a case lifecycle status.
States.List	It allows you to consult the list of configured states, used to know the available transitions of the case.
Services.List	It allows you to consult the list of services in the catalog, used to associate the case with a service.
SLAs.List	Allows you to consult the list of service level agreements (SLAs) applicable to the case.
Services.GetObject	Allows you to consult the detail of a service in the catalog.
SLAs.GetObject	It allows you to consult the detail of an SLA.
SLAs.ListUC	Allows you to consult the list of agreements with external providers (UC) related to an SLA.
SLAs.ListOLA	Allows you to view the list of internal operating agreements (OLAs) related to an SLA.
Additionals.List	Allows you to view the list of additional fields configured for the case type.
Additionals.GetObject	Allows you to consult the detail of an additional field.
Views.GetObject	Allows you to consult the detail of a view (configuration of columns and filters) of the lists of cases.
Surveys.GetObject	Allows you to consult the details of the configuration of a satisfaction survey.
Relations.List	Allows you to consult the list of relationships configured between object types, used when creating relationships from the case.
Relations.GetObject	Allows you to consult the detail of a configured relationship.
Templates.List	Allows you to view the list of available case creation templates.
Templates.GetObject	Allows you to view the detail of a case creation template.
MailTemplates.GetObject	Allows you to consult the detail of an email template used in the notifications of the case.
MailServers.GetObject	Allows you to consult the details of a configured mail server.
Incidents	It allows access and consultation of the Registered Incidents type cases.
Items.GetObject	It allows you to consult the detail of an item (case or task).
Items.Update	Allows you to update the information of an item (case or task).
Items.List	Allows you to consult the list of items (cases or tasks).
Items.Add	Allows you to create a new item (case or task).
Items.Delete	Allows you to delete an item (case or task).
Add_Closed_Incident_Files	Allows you to attach files to an Incident case that is already closed.
Add_Closed_Task_Files	Allows you to attach files to a task that is already closed.
New_Incident_Task	Allows you to create a new task within an Incident type case.
Add_Incident_Note	Allows you to add a note to an Incident type case.
Add_Task_Note	Allows you to add a note to a task.
New_Incident_Relation	Allows you to create a relationship between an Incident type case and another system object.
Add_Incident_Files	Allows you to attach files to an Incident type case.
Add_Task_Files	Allows you to attach files to a task.
Close_Another_Specialist_Incident	Allows you to close an Incident type case assigned to another specialist.
Close_Another_Specialist_Task	Allows you to close a task assigned to another specialist.
Close_Incident	Allows you to close an Incident case.
Close_Task	Allows you to close a task.
Convert_Incident	It allows you to convert an Incident type case into another type of case, preserving its information.
Edit_Another_Users_Incident_Tasks	Allows you to edit tasks of an Incident type case assigned to another user.
Edit_Incident	Allows you to edit the information of an Incident type case.
Edit_Task	Allows you to edit the information of a task.
New_Incident	Allows you to create a new case type Incident.
New_Solution	It allows you to create a solution associated with the case.
New_Template	It allows you to create a reusable template from the case.
Reassign_Cases	It allows the case to be reassigned to another specialist or responsible group.
Remove_Incident_Task	Allows you to delete a task from an Incident type case.
Unassociate_Solution	Allows you to detach a solution previously linked to the case.
Remove_Incident_Files	Allows you to delete attachments from an Incident type case.
Remove_Task_Files	Allows you to delete attachments from a task.
View_Associated_Solutions	It allows you to consult the solutions associated with the case.
View_Incident_Attached_Files	Allows you to preview the attachments of an Incident type case.
View_Task_Attached_Files	Allows you to preview attachments for a task.
View_Incident_Survey_Results	Allows you to consult the results of the satisfaction survey of an Incident type case.
View_Incident_Times	It allows you to consult the SLA (response/solution) times of an Incident type case.
View_Incident_Cost	Allows you to consult the cost associated with an Incident type case.
Delete_Incident_Relation	Allows you to delete a configured relationship from an Incident type case.
Reopen_Incident	Allows you to reopen an Incident case that was already closed.
Add_Closed_Incident_Note	Allows you to add a note to an Incident case that is already closed.
Add_Closed_Task_Note	Allows you to add a note to a task that is already closed.
Cis.GetObject	Allows you to consult the detail of a configuration element (CI), used to relate it to the case.
Cis.List	It allows you to consult the list of configuration elements (CIs) related to the case.

Role: Problems Manager

Operational management role (not administrative configuration) on the Problem cases already created: allows you to create, edit, close, reopen and delete relationships of a case, manage its tasks, notes and attachments (even in closed state), as well as consult the shared catalogs of the platform (categories, projects, groups, suppliers, users, models, statuses, services, SLA’s, additional fields, templates, views and surveys) necessary to operate the case day by day.

Permission	Description Permit
UpdateAccessObject	Allows you to modify the access list (record-level security) of the case, defining which additional users or groups can view or edit it.
CreateDocument	Allows you to attach a document to the case.
GetDocument	It allows you to download or consult a document attached to the case.
DeleteDocument	Allows you to delete a document attached to the case.
Templates.Add	It allows you to create a new reusable template to speed up the creation of cases, preloading common fields.
Templates.Update	Allows you to modify an existing case creation template.
Categories.List	It allows you to consult the list of categories in the service catalog, used to classify the case.
Groups.ListArea	Allows you to consult the areas/workgroups associated with a project, used to determine to whom the case can be assigned.
Projects.List	It allows you to consult the list of projects, used to filter or create the case within a specific project.
Projects.GetObject	Allows you to consult the detail of a project.
Groups.GetObject	It allows you to consult the details of a work group.
Groups.List	Allows you to consult the list of available working groups.
Vendor.ListCompany	It allows you to consult the list of registered companies (clients).
Vendor.GetObject	It allows you to consult the details of a company or supplier.
Vendor.ListProvider	Allows you to consult the list of registered suppliers.
User.GetObject	It allows you to consult the detail of a user (client or specialist).
User.ListClient	It allows you to consult the list of client users, used to identify the requester of the case.
User.ListSpecialist	It allows you to consult the list of specialists, used to assign the person responsible for the case.
Models.List	Allows you to view the list of models configured for the case type, used to choose the template when creating a new case.
Models.GetObject	Allows you to consult the details of a configured model.
Categories.GetObject	Allows you to consult the details of a category in the service catalog.
States.GetObject	Allows you to view the detail of a case lifecycle status.
States.List	It allows you to consult the list of configured states, used to know the available transitions of the case.
Services.List	It allows you to consult the list of services in the catalog, used to associate the case with a service.
SLAs.List	Allows you to consult the list of service level agreements (SLAs) applicable to the case.
Services.GetObject	Allows you to consult the detail of a service in the catalog.
SLAs.GetObject	It allows you to consult the detail of an SLA.
SLAs.ListUC	Allows you to consult the list of agreements with external providers (UC) related to an SLA.
SLAs.ListOLA	Allows you to view the list of internal operating agreements (OLAs) related to an SLA.
Additionals.List	Allows you to view the list of additional fields configured for the case type.
Additionals.GetObject	Allows you to consult the detail of an additional field.
Views.GetObject	Allows you to consult the detail of a view (configuration of columns and filters) of the lists of cases.
Surveys.GetObject	Allows you to consult the details of the configuration of a satisfaction survey.
Relations.List	Allows you to consult the list of relationships configured between object types, used when creating relationships from the case.
Relations.GetObject	Allows you to consult the detail of a configured relationship.
Templates.List	Allows you to view the list of available case creation templates.
Templates.GetObject	Allows you to view the detail of a case creation template.
MailTemplates.GetObject	Allows you to consult the detail of an email template used in the notifications of the case.
MailServers.GetObject	Allows you to consult the details of a configured mail server.
Problems	It allows access and consultation of cases such as Registered Problems.
Items.GetObject	It allows you to consult the detail of an item (case or task).
Items.Update	Allows you to update the information of an item (case or task).
Items.List	Allows you to consult the list of items (cases or tasks).
Items.Add	Allows you to create a new item (case or task).
Items.Delete	Allows you to delete an item (case or task).
Add_Closed_Problem_Files	Allows you to attach files to a Problem case that is already closed.
Add_Closed_Task_Files	Allows you to attach files to a task that is already closed.
New_Problem_Task	Allows you to create a new task within a Problem type case.
Add_Problem_Note	Allows you to add a note to a Problem type case.
Add_Task_Note	Allows you to add a note to a task.
New_Problem_Relation	Allows you to create a relationship between a Problem case type and another object in the system.
Add_Problem_Files	Allows you to attach files to a Problem type case.
Add_Task_Files	Allows you to attach files to a task.
Close_Another_Specialist_Problem	Allows you to close a Problem type case assigned to another specialist.
Close_Another_Specialist_Task	Allows you to close a task assigned to another specialist.
Close_Problem	Allows you to close a Problem type case.
Close_Task	Allows you to close a task.
Convert_Problem	It allows you to convert a Problem type case into another type of case, preserving its information.
Edit_Another_Users_Problem_Tasks	Allows you to edit tasks of a Problem type case assigned to another user.
Edit_Problem	Allows you to edit the information of a Problem type case.
Edit_Task	Allows you to edit the information of a task.
New_Problem	Allows you to create a new Problem type case.
New_Solution	It allows you to create a solution associated with the case.
New_Template	It allows you to create a reusable template from the case.
Reassign_Cases	It allows the case to be reassigned to another specialist or responsible group.
Remove_Problem_Task	Allows you to delete a task from a Problem type case.
Unassociate_Solution	Allows you to detach a solution previously linked to the case.
Remove_Problem_Files	Allows you to delete attachments from a Problem type case.
Remove_Task_Files	Allows you to delete attachments from a task.
View_Associated_Solutions	It allows you to consult the solutions associated with the case.
View_Problem_Attached_Files	Allows you to preview the attachments of a Problem type case.
View_Task_Attached_Files	Allows you to preview attachments for a task.
View_Problem_Survey_Results	It allows you to consult the results of the satisfaction survey of a Problem type case.
View_Problem_Times	Allows you to consult the SLA (response/solution) times of a Problem type case.
View_Problem_Cost	Allows you to query the cost associated with a Problem type case.
Delete_Problem_Relation	Allows you to delete a configured relationship from a Problem type case.
Reopen_Problem	Allows you to reopen a Problem case that was already closed.
Add_Closed_Problem_Note	Allows you to add a note to a Problem case that is already closed.
Add_Closed_Task_Note	Allows you to add a note to a task that is already closed.
Cis.GetObject	Allows you to consult the detail of a configuration element (CI), used to relate it to the case.
Cis.List	It allows you to consult the list of configuration elements (CIs) related to the case.

Role: Changes Manager

Operational management role (not administrative configuration) on the Change type cases already created: allows you to create, edit, close, reopen and delete relationships of a case, manage its tasks, notes and attachments (even in closed state), as well as consult the shared catalogs of the platform (categories, projects, groups, suppliers, users, models, statuses, services, SLA’s, additional fields, templates, views and surveys) necessary to operate the case day by day.

Permission	Description Permit
UpdateAccessObject	Allows you to modify the access list (record-level security) of the case, defining which additional users or groups can view or edit it.
CreateDocument	Allows you to attach a document to the case.
GetDocument	It allows you to download or consult a document attached to the case.
DeleteDocument	Allows you to delete a document attached to the case.
Templates.Add	It allows you to create a new reusable template to speed up the creation of cases, preloading common fields.
Templates.Update	Allows you to modify an existing case creation template.
Categories.List	It allows you to consult the list of categories in the service catalog, used to classify the case.
Groups.ListArea	Allows you to consult the areas/workgroups associated with a project, used to determine to whom the case can be assigned.
Projects.List	It allows you to consult the list of projects, used to filter or create the case within a specific project.
Projects.GetObject	Allows you to consult the detail of a project.
Groups.GetObject	It allows you to consult the details of a work group.
Groups.List	Allows you to consult the list of available working groups.
Vendor.ListCompany	It allows you to consult the list of registered companies (clients).
Vendor.GetObject	It allows you to consult the details of a company or supplier.
Vendor.ListProvider	Allows you to consult the list of registered suppliers.
User.GetObject	It allows you to consult the detail of a user (client or specialist).
User.ListClient	It allows you to consult the list of client users, used to identify the requester of the case.
User.ListSpecialist	It allows you to consult the list of specialists, used to assign the person responsible for the case.
Models.List	Allows you to view the list of models configured for the case type, used to choose the template when creating a new case.
Models.GetObject	Allows you to consult the details of a configured model.
Categories.GetObject	Allows you to consult the details of a category in the service catalog.
States.GetObject	Allows you to view the detail of a case lifecycle status.
States.List	It allows you to consult the list of configured states, used to know the available transitions of the case.
Services.List	It allows you to consult the list of services in the catalog, used to associate the case with a service.
SLAs.List	Allows you to consult the list of service level agreements (SLAs) applicable to the case.
Services.GetObject	Allows you to consult the detail of a service in the catalog.
SLAs.GetObject	It allows you to consult the detail of an SLA.
SLAs.ListUC	Allows you to consult the list of agreements with external providers (UC) related to an SLA.
SLAs.ListOLA	Allows you to view the list of internal operating agreements (OLAs) related to an SLA.
Additionals.List	Allows you to view the list of additional fields configured for the case type.
Additionals.GetObject	Allows you to consult the detail of an additional field.
Views.GetObject	Allows you to consult the detail of a view (configuration of columns and filters) of the lists of cases.
Surveys.GetObject	Allows you to consult the details of the configuration of a satisfaction survey.
Relations.List	Allows you to consult the list of relationships configured between object types, used when creating relationships from the case.
Relations.GetObject	Allows you to consult the detail of a configured relationship.
Templates.List	Allows you to view the list of available case creation templates.
Templates.GetObject	Allows you to view the detail of a case creation template.
MailTemplates.GetObject	Allows you to consult the detail of an email template used in the notifications of the case.
MailServers.GetObject	Allows you to consult the details of a configured mail server.
Changes	It allows access and consultation of the cases such as Registered Changes.
Items.GetObject	It allows you to consult the detail of an item (case or task).
Items.Update	Allows you to update the information of an item (case or task).
Items.List	Allows you to consult the list of items (cases or tasks).
Items.Add	Allows you to create a new item (case or task).
Items.Delete	Allows you to delete an item (case or task).
Add_Closed_Change_Files	Allows you to attach files to a Change type case that is already closed.
Add_Closed_Task_Files	Allows you to attach files to a task that is already closed.
New_Change_Task	Allows you to create a new task within a Change type case.
Add_Change_Note	Allows you to add a note to a Change type case.
Add_Task_Note	Allows you to add a note to a task.
New_Change_Relation	Allows you to create a relationship between a Change type case and another system object.
Add_Change_Files	Allows you to attach files to a Change type case.
Add_Task_Files	Allows you to attach files to a task.
Close_Another_Specialist_Change	Allows you to close a Change-type case assigned to another specialist.
Close_Another_Specialist_Task	Allows you to close a task assigned to another specialist.
Close_Change	Allows you to close an Exchange type case.
Close_Task	Allows you to close a task.
Convert_Change	It allows you to convert a Change-type case into another type of case, preserving its information.
Edit_Another_Users_Change_Tasks	Allows you to edit tasks of a Change type case assigned to another user.
Edit_Change	Allows you to edit the information of a Change type case.
Edit_Task	Allows you to edit the information of a task.
New_Change	Allows you to create a new Exchange type case.
New_Solution	It allows you to create a solution associated with the case.
New_Template	It allows you to create a reusable template from the case.
Reassign_Cases	It allows the case to be reassigned to another specialist or responsible group.
Remove_Change_Task	Allows you to delete a task from a Change type case.
Unassociate_Solution	Allows you to detach a solution previously linked to the case.
Remove_Change_Files	Allows you to delete attachments from a Change type case.
Remove_Task_Files	Allows you to delete attachments from a task.
View_Associated_Solutions	It allows you to consult the solutions associated with the case.
View_Change_Attached_Files	Allows you to preview the attachments of a Change type case.
View_Task_Attached_Files	Allows you to preview attachments for a task.
View_Change_Survey_Results	Allows you to consult the results of the satisfaction survey of an Exchange type case.
View_Change_Times	It allows you to consult the SLA times (response/solution) of a Change type case.
View_Change_Cost	Allows you to consult the cost associated with an Exchange rate case.
Delete_Change_Relation	Allows you to delete a configured relationship from a Change type case.
Reopen_Change	It allows you to reopen a case type Change that was already closed.
Add_Closed_Change_Note	Allows you to add a note to a Change case that is already closed.
Add_Closed_Task_Note	Allows you to add a note to a task that is already closed.
Cis.GetObject	Allows you to consult the detail of a configuration element (CI), used to relate it to the case.
Cis.List	It allows you to consult the list of configuration elements (CIs) related to the case.

Role: ServiceCalls Manager

Operational management role (not administrative configuration) on Service Request type cases already created: allows you to create, edit, close, reopen and delete relationships of a case, manage its tasks, notes and attachments (even in closed state), as well as consult the shared catalogs of the platform (categories, projects, groups, suppliers, users, models, statuses, services, SLA’s, additional fields, templates, views and surveys) necessary to operate the case day by day.

Permission	Description Permit
Add_Closed_ServiceCall_Files	Allows you to attach files to a Service Request type case that is already closed.
Add_Closed_ServiceCall_Note	Allows you to add a note to a Service Request type case that is already closed.
Add_Closed_Task_Files	Allows you to attach files to a task that is already closed.
Add_Closed_Task_Note	Allows you to add a note to a task that is already closed.
Add_ServiceCall_Files	Allows you to attach files to a Service Request type case.
Add_ServiceCall_Note	Allows you to add a note to a Service Request type case.
Add_Task_Files	Allows you to attach files to a task.
Add_Task_Note	Allows you to add a note to a task.
Additionals.GetObject	Allows you to consult the detail of an additional field.
Additionals.List	Allows you to view the list of additional fields configured for the case type.
Categories.GetObject	Allows you to consult the details of a category in the service catalog.
Categories.List	It allows you to consult the list of categories in the service catalog, used to classify the case.
Cis.GetObject	Allows you to consult the detail of a configuration element (CI), used to relate it to the case.
Cis.List	It allows you to consult the list of configuration elements (CIs) related to the case.
Close_Another_Specialist_ServiceCall	Allows you to close a Service Request type case assigned to another specialist.
Close_Another_Specialist_Task	Allows you to close a task assigned to another specialist.
Close_ServiceCall	Allows you to close a Service Request type case.
Close_Task	Allows you to close a task.
Convert_ServiceCall	It allows you to convert a Service Request type case into another type of case, preserving your information.
CreateDocument	Allows you to attach a document to the case.
Delete_ServiceCall_Relation	Allows you to delete a configured relationship from a Service Request type case.
DeleteDocument	Allows you to delete a document attached to the case.
Edit_Another_Users_ServiceCall_Tasks	Allows you to edit tasks of a Service Request type case assigned to another user.
Edit_ServiceCall	Allows you to edit the information of a Service Request type case.
Edit_Task	Allows you to edit the information of a task.
GetDocument	It allows you to download or consult a document attached to the case.
Groups.GetObject	It allows you to consult the details of a work group.
Groups.List	Allows you to consult the list of available working groups.
Groups.ListArea	Allows you to consult the areas/workgroups associated with a project, used to determine to whom the case can be assigned.
Items.Add	Allows you to create a new item (case or task).
Items.Delete	Allows you to delete an item (case or task).
Items.GetObject	It allows you to consult the detail of an item (case or task).
Items.List	Allows you to consult the list of items (cases or tasks).
Items.Update	Allows you to update the information of an item (case or task).
MailServers.GetObject	Allows you to consult the details of a configured mail server.
MailTemplates.GetObject	Allows you to consult the detail of an email template used in the notifications of the case.
Models.GetObject	Allows you to consult the details of a configured model.
Models.List	Allows you to view the list of models configured for the case type, used to choose the template when creating a new case.
New_ServiceCall	Allows you to create a new Service Request type case.
New_ServiceCall_Relation	Allows you to create a relationship between a Service Request type case and another system object.
New_ServiceCall_Task	It allows you to create a new task within a Service Request type case.
New_Solution	It allows you to create a solution associated with the case.
New_Template	It allows you to create a reusable template from the case.
Projects.GetObject	Allows you to consult the detail of a project.
Projects.List	It allows you to consult the list of projects, used to filter or create the case within a specific project.
Reassign_Cases	It allows the case to be reassigned to another specialist or responsible group.
Relations.GetObject	Allows you to consult the detail of a configured relationship.
Relations.List	Allows you to consult the list of relationships configured between object types, used when creating relationships from the case.
Remove_ServiceCall_Files	Allows you to delete attachments from a Service Request type case.
Remove_ServiceCall_Task	Allows you to delete a task from a Service Request type case.
Remove_Task_Files	Allows you to delete attachments from a task.
Reopen_ServiceCall	Allows you to reopen a Service Request type case that was already closed.
ServiceCalls	It allows access and consultation of registered Service Request type cases.
Services.GetObject	Allows you to consult the detail of a service in the catalog.
Services.List	It allows you to consult the list of services in the catalog, used to associate the case with a service.
SLAs.GetObject	It allows you to consult the detail of an SLA.
SLAs.List	Allows you to consult the list of service level agreements (SLAs) applicable to the case.
SLAs.ListOLA	Allows you to view the list of internal operating agreements (OLAs) related to an SLA.
SLAs.ListUC	Allows you to consult the list of agreements with external providers (UC) related to an SLA.
States.GetObject	Allows you to view the detail of a case lifecycle status.
States.List	It allows you to consult the list of configured states, used to know the available transitions of the case.
Surveys.GetObject	Allows you to consult the details of the configuration of a satisfaction survey.
Templates.Add	It allows you to create a new reusable template to speed up the creation of cases, preloading common fields.
Templates.GetObject	Allows you to view the detail of a case creation template.
Templates.List	Allows you to view the list of available case creation templates.
Templates.Update	Allows you to modify an existing case creation template.
Unassociate_Solution	Allows you to detach a solution previously linked to the case.
UpdateAccessObject	Allows you to modify the access list (record-level security) of the case, defining which additional users or groups can view or edit it.
User.GetObject	It allows you to consult the detail of a user (client or specialist).
User.ListClient	It allows you to consult the list of client users, used to identify the requester of the case.
User.ListSpecialist	It allows you to consult the list of specialists, used to assign the person responsible for the case.
Vendor.GetObject	It allows you to consult the details of a company or supplier.
Vendor.ListCompany	It allows you to consult the list of registered companies (clients).
Vendor.ListProvider	Allows you to consult the list of registered suppliers.
View_Associated_Solutions	It allows you to consult the solutions associated with the case.
View_ServiceCall_Attached_Files	Allows you to preview the attachments of a Service Request type case.
View_ServiceCall_Cost	It allows you to consult the cost associated with a Service Request type case.
View_ServiceCall_Times	It allows you to consult the SLA times (response/solution) of a Service Request type case.
View_Task_Attached_Files	Allows you to preview attachments for a task.
Views.GetObject	Allows you to consult the detail of a view (configuration of columns and filters) of the lists of cases.

Role: Releases Manager

Operational management role (not administrative configuration) on the Release cases already created: allows you to create, edit, close, reopen and delete relationships of a case, manage its tasks, notes and attachments (even in closed state), as well as consult the shared catalogs of the platform (categories, projects, groups, suppliers, users, models, statuses, services, SLA’s, additional fields, templates, views and surveys) necessary to operate the case day by day.

Permission	Description Permit
UpdateAccessObject	Allows you to modify the access list (record-level security) of the case, defining which additional users or groups can view or edit it.
CreateDocument	Allows you to attach a document to the case.
GetDocument	It allows you to download or consult a document attached to the case.
DeleteDocument	Allows you to delete a document attached to the case.
Templates.Add	It allows you to create a new reusable template to speed up the creation of cases, preloading common fields.
Templates.Update	Allows you to modify an existing case creation template.
Categories.List	It allows you to consult the list of categories in the service catalog, used to classify the case.
Groups.ListArea	Allows you to consult the areas/workgroups associated with a project, used to determine to whom the case can be assigned.
Projects.List	It allows you to consult the list of projects, used to filter or create the case within a specific project.
Projects.GetObject	Allows you to consult the detail of a project.
Groups.GetObject	It allows you to consult the details of a work group.
Groups.List	Allows you to consult the list of available working groups.
Vendor.ListCompany	It allows you to consult the list of registered companies (clients).
Vendor.GetObject	It allows you to consult the details of a company or supplier.
Vendor.ListProvider	Allows you to consult the list of registered suppliers.
User.GetObject	It allows you to consult the detail of a user (client or specialist).
User.ListClient	It allows you to consult the list of client users, used to identify the requester of the case.
User.ListSpecialist	It allows you to consult the list of specialists, used to assign the person responsible for the case.
Models.List	Allows you to view the list of models configured for the case type, used to choose the template when creating a new case.
Models.GetObject	Allows you to consult the details of a configured model.
Categories.GetObject	Allows you to consult the details of a category in the service catalog.
States.GetObject	Allows you to view the detail of a case lifecycle status.
States.List	It allows you to consult the list of configured states, used to know the available transitions of the case.
Services.List	It allows you to consult the list of services in the catalog, used to associate the case with a service.
SLAs.List	Allows you to consult the list of service level agreements (SLAs) applicable to the case.
Services.GetObject	Allows you to consult the detail of a service in the catalog.
SLAs.GetObject	It allows you to consult the detail of an SLA.
SLAs.ListUC	Allows you to consult the list of agreements with external providers (UC) related to an SLA.
SLAs.ListOLA	Allows you to view the list of internal operating agreements (OLAs) related to an SLA.
Additionals.List	Allows you to view the list of additional fields configured for the case type.
Additionals.GetObject	Allows you to consult the detail of an additional field.
Views.GetObject	Allows you to consult the detail of a view (configuration of columns and filters) of the lists of cases.
Surveys.GetObject	Allows you to consult the details of the configuration of a satisfaction survey.
Relations.List	Allows you to consult the list of relationships configured between object types, used when creating relationships from the case.
Relations.GetObject	Allows you to consult the detail of a configured relationship.
Templates.List	Allows you to view the list of available case creation templates.
Templates.GetObject	Allows you to view the detail of a case creation template.
MailTemplates.GetObject	Allows you to consult the detail of an email template used in the notifications of the case.
MailServers.GetObject	Allows you to consult the details of a configured mail server.
Releases	It allows access and consultation of registered Release-type cases.
Items.GetObject	It allows you to consult the detail of an item (case or task).
Items.Update	Allows you to update the information of an item (case or task).
Items.List	Allows you to consult the list of items (cases or tasks).
Items.Add	Allows you to create a new item (case or task).
Items.Delete	Allows you to delete an item (case or task).
Add_Closed_Release_Files	Allows you to attach files to a Release case that is already closed.
Add_Closed_Task_Files	Allows you to attach files to a task that is already closed.
New_Release_Task	Allows you to create a new task within a Release type case.
Add_Release_Note	Allows you to add a note to a Release type case.
Add_Task_Note	Allows you to add a note to a task.
New_Release_Relation	Allows you to create a relationship between a Release case and another system object.
Add_Release_Files	Allows you to attach files to a Release type case.
Add_Task_Files	Allows you to attach files to a task.
Close_Another_Specialist_Release	Allows you to close a Release type case assigned to another specialist.
Close_Another_Specialist_Task	Allows you to close a task assigned to another specialist.
Close_Release	Allows you to close a Release case.
Close_Task	Allows you to close a task.
Convert_Release	It allows you to convert a Release case into another type of case, preserving its information.
Edit_Another_Users_Release_Tasks	Allows you to edit tasks of a Release type case assigned to another user.
Edit_Release	Allows you to edit the information of a Release type case.
Edit_Task	Allows you to edit the information of a task.
New_Release	Allows you to create a new Release case.
New_Solution	It allows you to create a solution associated with the case.
New_Template	It allows you to create a reusable template from the case.
Reassign_Cases	It allows the case to be reassigned to another specialist or responsible group.
Remove_Release_Task	Allows you to delete a task from a Release type case.
Unassociate_Solution	Allows you to detach a solution previously linked to the case.
Remove_Release_Files	Allows you to delete attachments from a Release type case.
Remove_Task_Files	Allows you to delete attachments from a task.
View_Associated_Solutions	It allows you to consult the solutions associated with the case.
View_Release_Attached_Files	Allows you to preview the attachments of a Release type case.
View_Task_Attached_Files	Allows you to preview attachments for a task.
View_Release_Survey_Results	Allows you to consult the results of the satisfaction survey of a Release type case.
View_Release_Times	It allows you to consult the SLA times (response/solution) of a Release type case.
View_Release_Cost	Allows you to view the cost associated with a Release case.
Delete_Release_Relation	Allows you to delete a configured relationship from a Release type case.
Reopen_Release	Allows you to reopen a Release case that was already closed.
Add_Closed_Release_Note	Allows you to add a note to a Release case that is already closed.
Add_Closed_Task_Note	Allows you to add a note to a task that is already closed.
Cis.GetObject	Allows you to consult the detail of a configuration element (CI), used to relate it to the case.
Cis.List	It allows you to consult the list of configuration elements (CIs) related to the case.