The following are the details of the Super Roles and permissions with their respective description, which you can later configure in the console ASMSAdministrator in the session of Roles.
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Shared permissions
The five super roles (Incidents, Problems, Changes, ServiceCalls, and Releases) share this permission base: it allows you to create, edit, and delete the case, manage its tasks, and consult the platform’s cross-cutting catalogs (categories, groups, projects, vendors, users, models, statuses, services, SLA’s, additional fields, relationships, templates and mail servers, and CI’s) necessary to operate the case on a day-to-day basis.
| Permission | Description Permit |
|---|---|
| Items.GetObject | It allows you to consult the detail of an item (Incident, Problem, Change, Service Request or Release). |
| Items.Update | It allows you to update the information of an item (Incident, Problem, Change, Service Request or Release). |
| Items.List | It allows you to consult the list of items (Incidents, Problems, Changes, Service Requests or Releases). |
| Items.Add | It allows you to create a new item (Incident, Problem, Change, Service Request or Release). |
| Items.Delete | Allows you to delete an item (Incident, Problem, Change, Service Request or Release). |
| 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. |
| 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. |
| Add_Closed_Task_Files | Allows you to attach files to a task that is already closed. |
| Add_Task_Note | Allows you to add a note to a task. |
| Add_Task_Files | Allows you to attach files to a task. |
| Close_Another_Specialist_Task | Allows you to close a task assigned to another specialist. |
| Close_Task | Allows you to close a task. |
| Edit_Task | Allows you to edit the information of a task. |
| 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. |
| Unassociate_Solution | Allows you to detach a solution previously linked to the 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_Task_Attached_Files | Allows you to preview attachments for a task. |
| 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. |
The following list of permissions is a complement to the previous one and is categorized by each type of case: Incidents, Problems, Changes, ServiceCalls, and Releases.
Incidents
| Permission | Description Permit |
|---|---|
| Incidents | Allows access and consultation of Registered Incidents cases. |
| Add_Closed_Incident_Files | Allows you to attach files to an Incident case that is already closed. |
| New_Incident_Task | Allows you to create a new task within a case of type Incident. |
| Add_Incident_Note | Allows you to add a note to a case of type Incident. |
| New_Incident_Relation | Allows you to create a relationship between an Incident case and another system object (another case, a CI, an item, and so on). |
| Add_Incident_Files | Allows you to attach files to an Incident case. |
| Convert_Incident | It allows you to convert an Incident case into another case type, 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 case. |
| New_Incident | Allows you to create a new case of type Incident. |
| Close_Another_Specialist_Incident | Allows you to close an Incident case assigned to another specialist. |
| View_Incident_Survey_Results | Allows you to view the results of the satisfaction survey for an Incident case. |
| View_Incident_Times | Allows you to consult the SLA (response/solution) times of an Incident case. |
| View_Incident_Cost | Allows you to view the cost associated with an Incident case. |
| Delete_Incident_Relation | Allows you to delete a configured relationship from a case of type Incident. |
| 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. |
| Close_Incident | Allows you to close a case of type Incident. |
| Remove_Incident_Task | Allows you to delete a task from a case of type Incident. |
| Remove_Incident_Files | Allows you to delete attachments from an Incident case. |
| View_Incident_Attached_Files | Allows you to preview the attachments of an Incident case. |
Problems
| Permission | Description Permit |
|---|---|
| Problems | Allows access and consultation of cases of type Registered Problems. |
| Add_Closed_Problem_Files | Allows you to attach files to a Problem case 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 case of type Problem. |
| New_Problem_Relation | Allows you to create a relationship between a Problem case and another system object (another case, a CI, an item, and so on). |
| Add_Problem_Files | Allows you to attach files to a Problem case. |
| Convert_Problem | It allows you to convert a case of type Problem into another type of case, preserving its information. |
| Edit_Another_Users_Problem_Tasks | Allows you to edit tasks of a Problem case assigned to another user. |
| Edit_Problem | Allows you to edit the information of a case of type Problem. |
| New_Problem | Allows you to create a new case of type Problem. |
| Close_Another_Specialist_Problem | Allows you to close a case of type Problem assigned to another specialist. |
| View_Problem_Survey_Results | Allows you to view the results of the satisfaction survey for a Problem case. |
| View_Problem_Times | Allows you to view the SLA (response/solution) times of a Problem case. |
| View_Problem_Cost | Allows you to view the cost associated with a Problem case. |
| Delete_Problem_Relation | Allows you to delete a configured relationship from a Problem type case. |
| Reopen_Problem | Allows you to reopen a case of type Problem that was already closed. |
| Add_Closed_Problem_Note | Allows you to add a note to a Problem case that is already closed. |
| Close_Problem | Allows you to close a case of type Problem. |
| Remove_Problem_Task | Allows you to delete a task from a Problem type case. |
| Remove_Problem_Files | Allows you to delete attachments from a Problem case. |
| View_Problem_Attached_Files | Allows you to preview attachments for a Problem case. |
Changes
| Permission | Description Permit |
|---|---|
| Changes | Allows access and consultation of cases of type Registered Changes. |
| Add_Closed_Change_Files | Allows you to attach files to a Change type case 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. |
| New_Change_Relation | Allows you to create a relationship between a Change type case and another system object (another case, a CI, an item, and so on). |
| Add_Change_Files | Allows you to attach files to a Change type case. |
| Convert_Change | It allows you to convert a case of type Change 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 an Exchange type case. |
| New_Change | Allows you to create a new Exchange type case. |
| Close_Another_Specialist_Change | Allows you to close a case of type Change assigned to another specialist. |
| View_Change_Survey_Results | Allows you to consult the results of the satisfaction survey of an Exchange rate case. |
| View_Change_Times | Allows you to consult the SLA (response/solution) times 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 an Exchange type case that was already closed. |
| Add_Closed_Change_Note | Allows you to add a note to a Change type case that is already closed. |
| Close_Change | Allows you to close an Exchange rate case. |
| Remove_Change_Task | Allows you to delete a task from a Change type case. |
| Remove_Change_Files | Allows you to delete attachments from a Change type case. |
| View_Change_Attached_Files | Allows you to preview the attachments of a Change type case. |
ServiceCalls
| Permission | Description Permit |
|---|---|
| ServiceCalls | Allows access and consultation of registered Service Request cases. |
| Add_Closed_ServiceCall_Files | Allows you to attach files to a Service Request case that is already closed. |
| New_ServiceCall_Task | Allows you to create a new task within a Service Request type case. |
| Add_ServiceCall_Note | Allows you to add a note to a Service Request type case. |
| New_ServiceCall_Relation | Allows you to create a relationship between a Service Request case and another system object (another case, a CI, an item, and so on). |
| Add_ServiceCall_Files | Allows you to attach files to a Service Request type case. |
| Convert_ServiceCall | It allows you to convert a Service Request type case into another type of case, preserving your information. |
| 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. |
| New_ServiceCall | Allows you to create a new Service Request case. |
| Close_Another_Specialist_ServiceCall | Allows you to close a Service Request case assigned to another specialist. |
| View_ServiceCall_Times | Allows you to consult the SLA (response/solution) times of a Service Request type case. |
| View_ServiceCall_Cost | Allows you to consult the cost associated with a Service Request type case. |
| Delete_ServiceCall_Relation | Allows you to delete a configured relationship from a Service Request type case. |
| Reopen_ServiceCall | Allows you to reopen a Service Request case that was already closed. |
| Add_Closed_ServiceCall_Note | Allows you to add a note to a Service Request case that is already closed. |
| Close_ServiceCall | Allows you to close a Service Request case. |
| Remove_ServiceCall_Task | Allows you to delete a task from a Service Request type case. |
| Remove_ServiceCall_Files | Allows you to delete attachments from a Service Request type case. |
| View_ServiceCall_Attached_Files | Allows you to preview attachments for a Service Request case. |
Releases
| Permission | Description Permit |
|---|---|
| Releases | Allows access and consultation of registered Releases cases. |
| Add_Closed_Release_Files | Allows you to attach files to a Release case 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. |
| New_Release_Relation | Allows you to create a relationship between a Release case and another system object (another case, a CI, an article, and so on). |
| Add_Release_Files | Allows you to attach files to a Release type case. |
| Convert_Release | It allows you to convert a Release case into another case type, 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 case. |
| New_Release | Allows you to create a new case of type Release. |
| Close_Another_Specialist_Release | Allows you to close a case of type Release assigned to another specialist. |
| View_Release_Survey_Results | Allows you to view the results of the satisfaction survey of a Release case. |
| View_Release_Times | Allows you to consult the SLA (response/solution) times of a Release 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. |
| Close_Release | Allows you to close a case of type Release. |
| Remove_Release_Task | Allows you to delete a task from a Release case. |
| Remove_Release_Files | Allows you to delete attachments from a Release case. |
| View_Release_Attached_Files | Allows you to preview attachments for a Release case. |