User roles and personas in ITSM Mobile Agent
User roles determine which ITSM Mobile Agent features IT agents can access, such as major incidents, hardware asset management, on-call scheduling, and shift planning.
ITSM Mobile Agent primarily supports the IT agent persona (itil role)
The IT agent is the primary user of the ITSM Mobile Agent application. IT agents or technicians responsible for handling and resolving IT incidents and service requests have the itil role assigned. They have access to features such as incident management, asset management, knowledge base, ticket management, and on-call schedules. They can create, update, and resolve tickets, view their schedules and shift details, and create time-off requests.
An itil user might also have more than one role assigned to them, for example:
- sn_incident_write
- sn_change_write
- sn_request_write
Apart from the itil role, users might have the following additional roles, based on the various features available in ITSM Mobile Agent.
| Feature | User role |
|---|---|
| Major incidents | major_incident_manager |
| Hardware asset management | approver_user |
| On-call Scheduling | rota_manager |
| Shift Planning | sn_shift_planning.admin |
--- title: User roles and personas in ITSM Mobile Agent description: User roles determine which ITSM Mobile Agent features IT agents can access, such as major incidents, hardware asset management, on-call scheduling, and shift planning. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/itsm-mobile-agent/user-roles-and-persona.html release: australia product: ITSM Mobile Agent classification: itsm-mobile-agent topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Exploring ITSM Mobile Agent, ITSM Mobile Agent, IT Service Management] --- # User roles and personas in ITSM Mobile Agent User roles determine which ITSM Mobile Agent features IT agents can access, such as major incidents, hardware asset management, on-call scheduling, and shift planning. ITSM Mobile Agent primarily supports the IT agent persona \(itil role\) The IT agent is the primary user of the ITSM Mobile Agent application. IT agents or technicians responsible for handling and resolving IT incidents and service requests have the itil role assigned. They have access to features such as incident management, asset management, knowledge base, ticket management, and on-call schedules. They can create, update, and resolve tickets, view their schedules and shift details, and create time-off requests. An itil user might also have more than one role assigned to them, for example: - sn\_incident\_write - sn\_change\_write - sn\_request\_write Apart from the itil role, users might have the following additional roles, based on the various features available in ITSM Mobile Agent. |Feature|User role| |-------|---------| |Major incidents|major\_incident\_manager| |Hardware asset management|approver\_user| |On-call Scheduling|rota\_manager| |Shift Planning|sn\_shift\_planning.admin|
| title | User roles and personas in ITSM Mobile Agent |
| description | User roles determine which ITSM Mobile Agent features IT agents can access, such as major incidents, hardware asset management, on-call scheduling, and shift planning. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/it-service-management/itsm-mobile-agent/user-roles-and-persona.html |
| release | australia |
| product | ITSM Mobile Agent |
| classification | itsm-mobile-agent |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Exploring ITSM Mobile AgentITSM Mobile AgentIT Service Management |