Overview of ITM Roles

Cetegra Care offers different levels of access based on what each customer and user needs. Note that roles will have an extra cost based on the role type, and before a user is added to a role, it needs to be approved by an approver in the company.

Cetegra Care Roles

General Users

IT Manager 1 (ITM1)

  • Role: IT Manager 1
  • Access:
    • Read/write access to all company cases. See the Support module in Cetegra Workspace for details.
    • Read access to related ITSM tickets (Incidents, Change requests) via Cetegra Workspace.
  • Backend Access: Not available.
  • Requires: Cetegra Care Entry
  • Included: Licenses and permissions
  • Permissions:
    • Read/write access to all company cases.
  • Excluded:
    • Operation and maintenance of other features and functions within Cetegra Care.

Once you have access to the ITM1 role, you can:

  1. See All Cases:
    • Access all company cases in the Cetegra Workspace / Support module.
    • You will have read/write access to these cases.
    • To access, click on the Workspace / Support module and then click the “All” button at the top, next to “My cases”.

IT Manager 2 (ITM2)

  • Role: IT Manager 2
  • Access:
  • Backend Access: Available.
  • Requires: Cetegra Care Premium
  • Included: Licenses and permissions
  • Permissions:
    • Read access to all company cases.
    • Read access to all company ITSM tickets.
    • Read access to company CMDB with relationships.
  • Excluded:
    • Operation and maintenance of other features and functions within Cetegra Care.

IT Manager 2 (ITM2) users will inherit ITM1 features plus additional functionalities:

  1. Application Widget in Cetegra Workspace:
    • ITM2 users will see two additional links in the Application Widget.
    • These links will redirect to the Cetegra Care backend and the KB portal (if setup for the customer). If the KB portal is not set up, the link will not be visible.
    • The links provide SSO-enabled access, so no additional sign-in is required.

IT Manager 3 (ITM3)

  • Role: IT Manager 3
  • Access:
    • Read/write access to all company cases. See the Support module in Cetegra Workspace for details.
    • Read/write access to all company ITSM tickets.
    • Read/write access to company CMDB with relationships.
    • Read access to event management.
  • ITIL Role:
    • Can open, update, and close incidents, problems, change requests, and configuration management items.
    • Users with the ITIL role can have tasks assigned to them.
  • Backend Access: Available.
  • Requires: Cetegra Care Premium
  • Included: Licenses and permissions
  • Permissions:
    • Read/write access to all company cases.
    • Read/write access to all company ITSM tickets.
    • Read/write access to company CMDB with relationships.
    • Read access to event management.
  • Excluded:
    • Operation and maintenance of other features and functions within Cetegra Care.

IT Manager 3 (ITM3) users will inherit ITM1 features plus additional functionalities:

  1. Application Widget in Cetegra Workspace:
    • ITM3 users will see two additional links in the Application Widget.
    • These links will redirect to the Cetegra Care backend and the KB portal (if setup for the customer). If the KB portal is not set up, the link will not be visible.
    • The links provide SSO-enabled access, so no additional sign-in is required.
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