Administrator

Administrators are the users with special privileges who can configure the Incident management module as per the organization's requirements. They can configure the various options in the application, which are then available to the Analysts and End Users.

The Administrator can Configure the following actions in the Incident Management Module.

Administrator
Incident Masters	Category	Classification	Pending Reason	Resolution Code	Closure Code
SLA Configuration	Impact	Urgency	Priority	Response SLA Violation Reason	Resolution SLA Violation Reason
Matrices	Priority Matrix	Category Priority and Service Window Matrix	MIM Team Matrix	Workgroup Category and User Matrix	Workgroup Location Status Priority and User Matrix	Escalation Matrices	Location Workgroup Matrices	Category Location and Workgroup Matrices
Others	Major Incident Configuration
AIML	ServiceDesk Intelligence