User roles and responsibilities in Incident Response

With user roles, you can grant users access to different sections of the Incident Response application.

Incident Response has the following pre-defined roles:
Roles Responsibilities
Administrator

Administrators have account ownership. They manage the account subscription settings and billing. They are the first user to sign up for a domain. There can be multiple users with the administrator role.

Administrators can perform the following actions:
  • Define or update billing information.
  • Manage subscriptions.
  • Set, edit, and delete configurations.
  • Define and change user roles.
  • Set up account settings such as granting the account owner to another user.
  • Set up users, teams, and services.
  • Set up monitoring and collaboration integrations.
  • Invite other users such as stakeholders, responders, managers, and other administrators.
Manager

Managers oversee a team of responders. Managers assign responders to the team on-call schedule and escalation policies. Managers ensure resilience across all the systems and the DevOps workflows.

Managers can perform the following actions:
  • Set up teams, services, and integrations.
  • Invite other users such as stakeholders, responders, and managers.
Responder

Responders are the individuals who are on call. They diagnose and remediate alerts and incidents.

Responders can only access the alerts which they have permission for. They cannot view integrations they have not created. For security reasons, they cannot view or copy webhooks from integrations they did not create.

Responders can perform the following actions:
  • Manage their profiles.
  • Set up teams, services, and integrations.
  • Invite other users such as stakeholders and responders.
  • Update or delete services they create.
Stakeholder

Stakeholders are read-only users. They cannot create or modify any operational data. They cannot be a part of a team, escalation, or schedule.

Stakeholders are only able to manage their own profile settings and contacts. They can use Incident Response to stay up to date on the health and availability of services.

Stakeholders can perform the following action:
  • View all operational data.
  • Invite other stakeholders.

User roles reference list

Functionality Administrator Manager Responder Stakeholder
Sections
Home Page Yes Yes Yes Yes
View Alerts List Yes Yes Yes No
Update incident or alert Yes Yes Yes Read-only for alerts and incidents. Can do the following:
  • Subscribe or unsubscribe only themselves to an incident
  • Add comments in the incident
  • Invite another stakeholder but not unsubscribe them
View Incident List Yes Yes Yes Yes
Delete Incident Yes No. Can only close incidents. No. Can only close incidents. No
Create Incident Yes Yes Yes No
Promote Alerts to Incidents Yes, on any alert and any service. Yes, on any alert associated to a team they are part of. Yes, on any alert associated to a team they are part of. No
Home page View Yes. Can view the following:
  • Alerts list (alerts that are assigned to the user or where the user is a part of the responder list)
  • Incident list (incidents that are assigned to the user or where the user is a part of the responder list)
  • Degraded services
  • My teams
  • Organization-wide P1 incidents
Note: If no incidents are found then an option is provided to create new incident.
Yes. Can view the following:
  • Alerts list (alerts that are assigned to the user or where the user is a part of the responder list)
  • Incident list (incidents that are assigned to the user or where the user is a part of the responder list)
  • Degraded services
  • My teams
  • Organization-wide P1 incidents
Note: If no incidents are found then an option is provided to create new incident.
Yes. Can view the following:
  • Alerts list (alerts that are assigned to the user or where the user is a part of the responder list)
  • Incident list (incidents that are assigned to the user or where the user is a part of the responder list)
  • Degraded services
  • My teams
  • Organization-wide P1 incidents
Note: If no incidents are found then an option is provided to create new incident.
Yes. Can view the following:
  • Service name
  • Status
  • On-call team
  • Owner
  • Incident list (the ones where user is a part of the stakeholder list)
  • Organization-wide P1 incidents

A user with the stakeholder role cannot view Alerts list and My teams.

Teams
View Teams Yes Yes Yes Yes
Create Teams Yes Yes Yes No
Manage Team Yes. Can manage any team. Yes, only on the teams they created or are assigned as the manager. Can only assign their own services to a team. Yes, only on the teams they created. No
Teams On-Call Yes, on any team. Yes, only on the teams they created or are assigned as the manager. Yes, only on the teams they created. No
Escalation Yes, on any team. Yes, only on the teams they created or are assigned as the manager. Yes, only on the teams they created. No
Invite Team members (not stakeholders) Yes, on any team. Yes, only on the teams they created or are assigned as the manager. Yes, only on the teams they created. No
Delete Team Yes, on any team. Yes, only on the teams they created or are assigned as the manager. Yes, only on the teams they created. No
User Profiles
User profile - Edit Yes Yes Yes Yes
Profile Info - Other user Yes Able to edit Responder and stakeholder user profiles. Can only view. Can only view.
Notification preference - Other user No access to view the notification preferences of other users. No access to view the notification preferences of other users. No access to view the notification preferences of other users. No access to view the notification preferences of other users.
Time off - Other user Yes Yes, access to view, read, and set time-off for their team members. Yes to read. No to make any changes. Yes to read. No to make any changes.
Settings - Other user Yes No No No
Change User Role Yes, access to change the role of any user. No No No
Invite New Users to Incident Response Yes Yes, user with the manager role or below. No No
Deactivate User Yes No No No
Delete/Remove User Yes No No No
Services
Create Services Yes Yes Yes, within their team. No
Create Integrations Yes, on all services. Yes, only the services they have created or services associated with the team they manage. Yes, only the services they created. No
View All Services Yes, on all services. Yes. Can view all services. Yes. Can view all services. Yes. Can view all services with minimal information — Service name and on-call team.
View My Services Yes, on all services. Yes. Can view only the services assigned to the teams they are part of, or they are the owner of. Yes. Can view the services assigned to the teams that they are part of, or they are the owner of. No
Modify Services Yes, on all services. Yes. Can modify only the services assigned to their team or that they created. Can only assign their own services to a team. Yes. Can only modify the services they created. No
View Integrations Yes, on all integrations. Yes. Can view all integrations. Yes. Can view all integrations associated with the services assigned to their team or the integrations they created. No
Modify Integrations Yes, on all integrations. Yes. Can modify only the integrations assigned to their team or created by them. Yes. Can only modify the integrations they created. No
Delete Services Yes, on any team. Yes, only the services assigned to their team or created by them. Yes. Can only delete the services they created. No
Delete Integrations Yes, on any teams. Yes, only the integrations on services associated to their team. Yes, only the integrations they created. No