Incident Resolver vs Advanced Operator RRS feed

  • Question

  • Hello,

    Can anyone give me some help understanding the difference between Incident Resolver and Advanced Operator?

    for help desk analysts and level 2 support analysts, in terms of incident management, which role is most suitable?

    Any input is highly appreciated!

    Patrick Zhang

    Wednesday, January 15, 2014 6:39 PM


  • Maybe this is helpful: Appendix A - List of User Role Profiles in System Cenbter 2012 - Service Manager

    There is no right or wrong but it depends on which tasks the help desk analysts need to do.

    For instance: Incident Resolver is able to create incidents records and manual activities only. Advanced Operator is able to create any type of work item. So basically the choice of the role membership is related to tasks the analysts need to do and this can be individuel in any company.

    Hope this helps.

    Andreas Baumgarten | H&D International Group

    Thursday, January 16, 2014 8:04 AM