Administrator

Administrators are the users with special privileges who can configure the Problem Management module as per the organization's requirements. 

They have access to configure the various options in the application, which are then available to the Analysts and End Users.

User Persona: Administrator

Administrators can configure the following values in the Problem Management module:

Problem Master 

• Category
• Classification
• Pending
• Resolution
• Closure code
• RCA Type
• Source

Problem SLA Configs

• Impact
• Urgency
• Priority
• Risk
• SLA Violation Reason
• Response SLA Violation
• RCA Deadline Violation
• Resolution SLA Violation

Problem Matrices

• Priority Matrix

Others 

• Reviewer
• Escalation