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Report, Analytics and Roles

I need the following reports:

  • Service Request, Incident, and Problem reports
  • First call Resolution
  • RCA
  • Analytics of data
  • Understand what assets are getting the most service request, incidents, and problems


I need to be able to assign custom roles to each agent profile.  For example, SD Agent does not have access to the service catalog without making them part of the admin group. This is just an example. The application should be able to allow anyone to give different roles without being an admin

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