Service Technician
Captures assigned IT service work and operational evidence.
Can
- Manage incident updates, on call shifts, response events
- View Assets, Changes, Incidents, People, Problems, service requests, Services
Starts on: Active incidents
- Incident Response Platform
- Roles and access
Who can do what in Incident Response Platform
Keep response work, change review and receipt handling with named people.
How permissions work
Service response
Service Manager owns incident, service, asset, problem and change records. Service Technician records response events and incident updates while viewing assigned work.
Change review
Change Approver can read the plan and related context. The Service Manager records the change decision in the working record.
Receipt handling
Finance Officer manages Integration Receipts; Service Manager can inspect them when a monitoring event needs operational follow-up.
User access
Admin maintains Users and People so working roles stay tied to actual people.
Who can do what
| Role | Incidents | Response activity | On-call coverage | Services and assets | Problems | Requests and changes | Integration receipts |
|---|---|---|---|---|---|---|---|
| Service Technician | Edit | Edit | Edit | View | View | View | View |
| Service Manager | Edit | Edit | Edit | Edit | Edit | Edit | Edit |
| Change Approver | View | View | View | View | View | View | View |
| Finance Officer | View | View | View | View | View | View | Edit |
| Admin | Edit | Edit | Edit | Edit | Edit | Edit | View |
Each role in detail
Service Manager
Owns IT service setup, planning and assigned operational work.
Can
- Manage Assets, Changes, incident updates, Incidents, on call shifts, Problems, response events, service requests, Services
- View integration receipts, People
Starts on: Change schedule
Change Approver
Reviews evidence and authorizes eligible change outcomes.
Can
- View Assets, Changes, incident updates, Incidents, integration receipts, on call shifts, People, Problems, response events, service requests, Services
Starts on: Change schedule
Finance Officer
Prepares authorized financial and integration receipt records and reconciles confirmed receipts.
Can
- Manage integration receipts
- View Assets, Changes, incident updates, Incidents, on call shifts, People, Problems, response events, service requests, Services
Starts on: Integration receipt exceptions
Admin
Maintains application access and the supporting user records.
Can
- Manage Users, People
- View Assets, Changes, incident updates, Incidents, integration receipts, on call shifts, Problems, response events, service requests, Services
Set up Incident Response Platform your way.
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