Problem Management Roles

The following roles (or actors) are available in the Problem Management process app.

Manager – This role is responsible for ensuring the efficiency and effectiveness of the Problem Management process. Other duties include:
Specialist – This role is for technical SMEs and advanced support staff responsible for problem investigation and diagnosis. Duties include:

Staff – This role provides information to problem management staff as needed, including technical and business related details.

Submitter – This role submits problems and provides incident details to problem management staff.

Administrator – This role is responsible for administering Problem Management, such as assigning users to roles or addressing SBM issues.

Viewer – This role enables users to view problems and their history.