Users in Service Operations Workspace for ITSM
Users can access various Service Operations Workspace for ITSM pages based on assigned roles and associated service desk groups and audiences.
| User | Description |
|---|---|
| Tier 1 agent | User who has the itil or sn\_sow.sow\_home role and belongs to a service desk group.Primarily focused on the life cycle of the following records: - Interaction - Incident - Request |
| Tier 2 agent | User with the itil role.Primarily focused on the life cycle of the following records: - Incident - Request - Change - Problem - Major incident |